Report about Cost of Unavailability of a Service
5 min
This document is intended to verify the report that demonstrates the cost per hour of unavailability of a service, where:
- Time Available: time (within the working day) that incidents of the service became available in the period;
- Time of Unavailability: time in hours (within the working day) that service incidents became unavailable;
- Number of breakdowns: number of service incidents;
- MTBSI = Time available / Nº of breakdowns;
- MTBF = (Time available - Time of unavailability) / Nº of Breakdowns;
- MTRS = Time of Unavailability / Nº of breakdowns.
Before getting started
In a service portfolio, a service must have the attribute Incident with the field "Cause of unavailability" set as "YES".
In the attribute Contract of a service chosen, the incident must be linked, as well as define the Cost of Unavailability, Availability Agreement, and also link the Calendar.
The report available in the attachment should be imported into the Smart Report Creator.
Procedure
Step 1
- Access Reports > Smart Reports > Smart Report Creator;
- Click on "Import";
- Select the file available file (attachment) and click on "Open";
- On the reports list page, click on "Edit" of the report imported;
- Select the option None in the field Module(s) where it will be displayed and define the group(s);
- Click on "Save".
Step 2
- Access the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose the portfolio you want and click on "Advance";
- Choose the service you want and click on "Advance";
- Click on the attribut Incidents, then on "New Incident" (the field "Type of Demand" must be Incident, as well as the field "Cause Unavailability" must be "YES");
- Click on "Save";
- Click on "Link Incident" and link the incident previously created.
Step 3
- Click on the attribute Contracts of the service;
- Select a contract and click on "Advance";
- Click on the attribute Incidents of the contract and then on "Link Incident";
- Complete the fields available adding the incident created previously;
- Click on "Save";
- Click on the attribute Cost of Unavailability, define the value and click on "Save";
- Click on the attribute Availability Agreement, click on "Link Availability Agreement" and define a SLA;
- Click on the attribute Calendar, click on "Link Calendar" and define a calendar.
What to do next
Access the management panel in Smart Portal, add the previously imported report, define the dates and check the report.
The report can also be viewed in Smart Reports.