Method of IT services availability calculation and analysis in event-driven umbrella monitoring systems

The article explores the problem of defining and further interpreting a key indicator in the management of information services: the availability of IT services. The relevance of the study is due to the growing digital transformation of all sectors of the economy and human life in general, which has resulted in a direct dependence of the performance of enterprises and organizations on the quality of IT services. At the same time, industry standards for managing information services are often of a framework nature because of constant technological changes. In this regard, this article aims to explain further the definition of IT service availability: the paper formulates the principles for compiling accessibility metrics avoiding the negative ‘watermelon’ effect and also proposes a method developed on their basis for calculating and analyzing the availability of IT services adapted for use in event-driven umbrella monitoring systems. It is concluded that the suggested method can be employed not only to assess availability, but also to search for the root causes of incidents, as well as in the development and implementation of decision support systems for managing information services. The materials of the article are of practical value both for engineers servicing the modern complex IT infrastructure of large enterprises and for the management of such organizations. The described method is utilized in the reporting module of a commercial software product: MONQ software platform for collecting, analyzing and managing processes implemented by a number of large Russian enterprises and government organizations.

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