From the course: Putting ITIL® into Practice: Problem Management Techniques
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Why use it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Why use it?
- [Voiceover] Use service outage analysis to gain a clear understanding of the major contributors to the frequency and duration of past outages. As a basis for taking action to reduce the frequency and duration of future outages, use service outage analysis to improve availability of a service. ITIL talks about two main components of availability of a service. Reliability, the keep it up and running portion of availability as measured by mean or average time between failures, and maintainability which is the if it goes down, get it up quickly portion of availability, which is measured by mean or average time to restore service. Improving reliability is about reducing the frequency of outages. Improving maintainability is about reducing the duration of outages.
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