Understanding KPIs for the platform service
For hybrid cloud operations, we need to define a set of KPIs to measure the efficiency of the underlying cloud platform. Here is a set of KPIs for cloud platform evaluation:
- Total downtime indicates the aggregate number of hours within the scheduled operational hours in the reporting period when the infrastructure elements and applications were unavailable for use by the designated end users.
- Planned downtime refers to the aggregate number of hours out of the scheduled hours in any reporting period when the supported infrastructure elements and applications were unavailable for use by the designated users due to planned preventive maintenance, upgrades, or changes.
- Response time refers to the time the first resolver group(s) takes to accept a ticket for resolution. For example, this would be the time difference between an incident (ticket) being created to the time the resolver acknowledges the incident (ticket) for action...
