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What’s with the bars? Evidant from its beginning has developed methodologies and analyses to measure and communicate IT service quality from a business perspective. So much of what we have done is helping our customers define IT service levels in specific terms so that IT and business are on the "same page". Each of these color bars represents a level of service quality in business terms.
Ideal - The best level of service noticeable. This is the quality at which any improvement would not be noticeable.
Acceptable - Business as usual. This is the service level where the organization will be able to meet its goals and objectives. Any improvement in service level will not necessarily cause improved business results.
Unacceptable - Business is strained. This is the first level of service degradation. In this situation, business people must adjust and manage around the degradation to stay on track. Sustained unacceptable periods result in reduction in worker morale and customer service.
Critical - Business is falling behind in its ability to deliver. In a sustained critical situation, no amount of business adjustment or management will ensure that business objectives are met. Business will simply come up short.
Unavailable - Business cannot be conducted as work processes have stopped. No work will be performed until the unavailability has ended.
Success of IT delivery depends heavily on the communication of what service levels are needed for each area of an organization’s business. By having a specific, clear and agreed upon set of definitions, business and IT can "get on the same page".
Evidant will continue to refine and enhance both the definition and analysis of business driven measurements of IT service.