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A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
Availability is typically given as a percentage of the time a system is expected to be available, e.g., 99.999 percent ("five nines"). Serviceability or maintainability is the simplicity and speed with which a system can be repaired or maintained; if the time to repair a failed system increases, then availability will decrease.
The following table shows the downtime that will be allowed for a particular percentage of availability, presuming that the system is required to operate continuously. Service level agreements often refer to monthly downtime or availability in order to calculate service credits to match monthly billing cycles. The following table shows the ...
Availability of parallel components = 1 - (1 - X)^ N [3] Using parallel components can exponentially increase the availability of overall system. [2] For example if each of your hosts has only 50% availability, by using 10 of hosts in parallel, you can achieve 99.9023% availability. [3] Note that redundancy doesn’t always lead to higher ...
The terms high availability, continuous operation, and continuous availability are generally used to express how available a system is. [3] [4] The following is a definition of each of these terms. High availability refers to the ability to avoid unplanned outages by eliminating single points of failure. This is a measure of the reliability of ...
ISO/IEC 20000 is the international standard for IT service management.It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. [1] It was originally based on the earlier BS 15000 that was developed by BSI Group.
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