From the course: Putting ITIL® into Practice: Problem Management Techniques
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Where to use it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Where to use it
- [Voiceover] Use service outage analysis where you need to reduce the frequency and duration of outages. To reduce how often a service experiences outages we can work to make the service more reliable. The more reliable a service, the less frequently it fails. That is why we measure reliability in mean time between failures or MTBF, the average time between failures. With service outage analysis, we work to reduce the frequency of outages by looking to isolate the most significant and addressable set of causes across a set of related outages. To reduce the duration of service outages, we work to make services more maintainable. We measure maintainability in mean time to repair, or MTTR, which is the average time it takes to restore service. With service outage analysis, we work to reduce the duration of outages by looking to isolate the most significant and addressable contributors to outage time across a set of related outages.
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