[p=30,2,center]学习资料：IT运维管理社区专家讲堂直播300期视频回放

[p=30,2,left]

[p=30,2,left]引：可用性管理是确保IT服务交付达到业务目标，提供给客户满意的服务。
服务可用性，即要保证客户服务的可用性和可靠性，而可用性的指标有哪些呢？在细节上，网页的响应时间如何定？错误率如何定？是否基于不同的用户定不同的指标？故障生命周期与可用性计算是否按照V3的设计...

[p=30,2,left]

[p=30,2,left]小编本期抛出的话题是：

[p=30,2,left]可用性的指标如何定，才能满足客户的需求？

[p=30,2,left]
你是如何做的，分享一下哦！

[p=30,2,left]

[p=30,2,left]

[p=30,2,left]＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊IT运维管理IT运维管理社区每周一问投稿邮箱＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊

[p=30,2,left]IT运维管理IT运维管理社区每周一问投稿邮箱：ITILxf@163.com，欢迎大家来稿！

[p=30,2,left]＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊相关导读＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊＊

[p=30,2,left]1、[每周一问]启航篇　http://www.ITILxf.com/thread-2459-1-1.html

[p=30,2,left]2、[每周一问第一期]问世间,ITIL为何物？http://www.ITILxf.com/thread-3607-1-1.html

[p=30,2,left]3、[每周一问第二期]ITIL，你带给我什么？http://www.ITILxf.com/thread-2689-1-1.html

[p=30,2,left]4、[每周一问第三期]甲方乙方，情人还是怨偶？http://www.ITILxf.com/thread-3018-1-1.html

[p=30,2,left]5、[每周一问第四期]实习从事ITIL实施,毕业了如何选择?http://www.ITILxf.com/thread-3293-1-1.html

[p=30,2,left]6、[每周一问第五期]ITIL，你的名字叫money?http://www.ITILxf.com/thread-3608-1-1.html

[p=30,2,left]7、[每周一问第六期]何谓ITIL入门?http://www.ITILxf.com/thread-3774-1-1.html

[p=30,2,left]8、[每周一问第七期]IT，你在为谁服务？http://www.ITILxf.com/thread-3820-1-1.html

[p=30,2,left]9、[每周一问第八期]ITIL名词逐个抓：SLM与SLA、OLA、CSF、KPIhttp://www.ITILxf.com/thread-3873-1-1.html

[p=30,2,left]10、[每周一问第九期]咨询落地周期要多久？http://www.ITILxf.com/thread-3921-1-1.html

[p=30,2,left]11、[每周一问第十期]企业通过了ISO20000之后下一个目标是什么？http://www.ITILxf.com/thread-3969-1-1.html

[p=30,2,left]12、[每周一问第十一期]“服务台”服务请求如何记？http://www.ITILxf.com/thread-4047-1-1.html

[p=30,2,left]13、[每周一问第十二期]ITIL，你会不会是一阵风？http://www.ITILxf.com/thread-4134-1-1.html

[p=30,2,left]14、[每周一问第十三期]ITILV3Foundation认证的意义何在？http://www.ITILxf.com/thread-4218-1-1.html

[p=30,2,left]15、[每周一问第十四期]V2orV3,thatisaquestionhttp://www.ITILxf.com/thread-4257-1-1.html

[p=30,2,left]16、[每周一问第十五期]ITIL流程经理在企业组织机构里究竟是个什么角色呢？http://www.ITILxf.com/thread-4318-1-1.html

[p=30,2,left]17、[每周一问第十六期]如何区分标准变更，还是一般变更？http://www.ITILxf.com/thread-4384-1-1.html

[p=30,2,left]18、[每周一问第十七期]系统融合的突破点在哪里？http://www.ITILxf.com/thread-4444-1-1.html

[p=30,2,left]19、[每周一问第十八期]如何做好知识管理？http://www.ITILxf.com/thread-4512-1-1.html

[p=30,2,left]20、[每周一问第十九期]ITILv2和ITILv3有什么区别？http://www.ITILxf.com/thread-4564-1-1.html

[p=30,2,left]21、[每周一问第二十期]IT质量经理与IT审计经理职责的区别是什么？http://www.ITILxf.com/thread-4612-1-1.html

[p=30,2,left]22、[每周一问第廿一期]ITIL角色逐个问：IT流程所有者（Owner）与流程经理的区别是什么？http://www.ITILxf.com/thread-4660-1-1.html

[p=30,2,left]23、[每周一问第廿二期]服务的功用和功效的区别和联系是什么呢？http://www.ITILxf.com/thread-4719-1-1.html

[p=30,2,left]24、[每周一问第廿三期]人生交叉点，ITIL领域你选择哪几个发展方向？http://www.ITILxf.com/thread-4761-1-1.html

[p=30,2,left]25、[每周一问第廿四期]没有IT技术背景也可以做ITIL吗？http://www.ITILxf.com/thread-4860-1-1.html

[p=30,2,left]26、[每周一问第廿五期]ITILV3与RACI模型的故事http://www.ITILxf.com/thread-4929-1-1.html

[p=30,2,left]27、[每周一问第廿六期]服务级别协议和运营级别协议的区别和联系是什么呢？http://www.ITILxf.com/thread-4988-1-1.html

懒得码字了，自己看Service Design那本书的4.4 Availability Management，重点看4.4.7 Key Performance Indicators，如下内容：

Manage availability（可用性） and reliability （可靠性）of IT service:
· Percentage reduction in the unavailability of services and components
· Percentage increase in the reliability of services and components
· Effective review and follow-up of all SLA, OLA and underpinning contract
breaches
· Percentage improvement in overall end-to-end availability of service
· Percentage reduction in the number and impact of service breaks
· Improvement in the MTBF (Mean Time Between Failures)
· Improvement in the MTBSI (Mean Time Between Systems Incidents)
· Reduction in the MTRS (Mean Time to Restore Service).

Satisfy business needs （满足业务需求）for access to IT services:
· Percentage reduction in the unavailability of services
· Percentage reduction of the cost of business overtime due to unavailable
IT
· Percentage reduction in critical time failures, e.g. specific business peak
and priority availability needs are planned for
· Percentage improvement in business and users satisfied with service (by
CSS results).

Availability of IT infrastructure achieved at optimum costs （最适宜的成本）:
· Percentage reduction in the cost of unavailability
· Percentage improvement in the Service Delivery costs
· Timely completion of regular Risk Analysis and system review
· Timely completion of regular cost-benefit analysis established for
infrastructure Component Failure Impact Analysis (CFIA)
· Percentage reduction in failures of third-party performance on
MTRS/MTBF against contract targets
· Reduced time taken to complete (or update) a Risk Analysis
· Reduced time taken to review system resilience
· Reduced time taken to complete an Availability Plan
· Timely production of management reports
· Percentage reduction in the incidence of operational reviews uncovering
security and reliability exposures in application designs.

标记中文的地方是关键点，即：在“满足业务需求”的前提下，以“最适宜的成本”来管理“可用性”和“可靠性”（以及可维护性maintainability和可服务性serviceability）。MTBF、MTBSI、MTRS等的计算方法书里有，自己看吧。KPI细节跟客户商定，牢记量化原则。不同客户需求，不同的KPI。

细节上的可用性真的不好度量，与其度量也不准确，不如别费这个功夫去度量

回复 hping 的帖子

有道理