IT Service & Reliability Metrics
Availability and the nines, MTBF/MTTR, SLA compliance, backlog and FCR, error budgets, capacity planning, change success and service desk staffing: 8 labs on one IT team's data.
The first lesson is free — no account needed.
Lessons
- Availability & the Nines: Allowed DowntimeFree
- MTBF, MTTR, MTTA & Availability Pro
- SLA Compliance from Ticket Timestamps Pro
- Ticket Backlog & First-Contact Resolution Pro
- Error Budgets & Burn Rate (SLO 99.9%) Pro
- Capacity Planning: Months Until the 80% Threshold Pro
- Change Success Rate & the Cost of Incidents Pro
- Service Desk Staffing: Agents Needed per Shift Pro