Service Availability % Calculations - include "Planned Outage"

[garethprice]

Hi

Availability scores on service offerings are calculated using outages and commitments. 

on the outage table there are 3 options for outage type

"Outage"

"Planned Outage"

"Degradation"

Availability scores are only calculated when the outage type is "Outage"

is there any way to include outage type "Planned Outage" in the availability calculation? 

[PB3]

Hi Gareth, stuck in a similar situation. Any leads?

[NigelM]

Anybody been able to amend the calculation of availability to remove any planned (permitted) maintenance minutes from the overall number of minutes in the measurement period e.g.

[David Thigpen]

Hi Gareth,

We do not include Planned Outages or Degradation in availability calculations.  The thinking is that those have been taken into consideration within SLA discussions and "excluded" as maintenance.

We're considering how we might include degradation in availability calculations.

David

[Arno Reintjens]

Hi @David Thigpen, 

Any change that ServiceNow changed their view on a way to include planned outage as part of the availability calculation? We see an outage, even when it is planned, being of influence of the customer experience and want to include it in the calculation. 

@garethprice did you solve this requirement?

Thanks for taking the time to answer.

Cheers,

Arno