HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Service/Application Availability Management

Service/Application Availability Management

Service and Application Availability have been added, in order to be able to measure SLTs, SLOs, SLIs based on outage data from core ITSM processes.


To enable this functionality the setting "Track service/application availability to monitor performance" in Configuration > Services must be enabled.


This adds the option to enable availability tracking per service/application.


Service Configuration


Once the setting "" is enabled, you can configure various options for the tracking. A "Target Period" can be specified as weekly, monthly, quarterly, or yearly. The "Target Uptime %" allows you to a target for each period. The percentage is based on the number of downtime hours vs the working hours for the period, which are based on the "Working hours to check" against the service. you can also specify "Days after period end to calculate period availability" to delay the calculation slightly to allow records to be amended.


Ticket Configuration


There are several ways to mark a ticket as downtime. The "Is Downtime" field can be added to the field list at ticket type level, to manually update the field. It can also be defaulted at ticket type level.

Rules can be used to set "Is Downtime" as an outcome. Rules and notifications can also be triggered from the "Is Downtime".


Downtime


When the field is set and the primary service of the ticket is set to a service that tracks donwitme, a downtime record will be created, with the start date using the date occurred of the ticket, unless a start date is specified. If the ticket is no longer marked as downtime, or the service changes, the downtime record will be removed.


Once the ticket is closed, the downtime will be marked as ended and a record will be created for every working day between the start and end dates of the ticket, with the end date being the date cleared of the ticket, unless a target date is specified.

Completed downtime will be visible on a timeline in the "Downtime Timeline" tab of the service.


Service Availability


Each day a scan runs to check if a service availability record needs to be created. If the end of the period plus the days to delay have passed, a service availability record will be created for that period. This will have the start and end dates for the period, the total hours in the period, the total downtime hours, the percentage uptime, and whether or not the target was met.

The availability records can be viewed in the "Availability history" tab of the service.


If a new downtime record is added for this period after the calculation, the availability will be recalculated. 

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