How do I embed uptime in a Performance Analytics dashboard?

[allardt]

Hi folks,

I'm trying to display the uptime of our service for our customers in a Performance Analytics dashboard. I thought this would be relatively simple, but little did I know. Is there anybody who knows wether this is possible and if so, how to do it?

The idea is to report on uptime each month, compared to previous months. The dashboard I've set up has new data loaded in every month. I'd like to display the uptime as a percentage in a Widget, which changes according to the Company that is selected using the filter at the top of the dashboard. The percentage I'm trying to display is based on the "Total availability %" (absolute_availability) in the Service Availability table.

Selecting the "Total availability %"-field in a simple indicator doesn't do the trick. A historic job set to retrieve only the Monthly Service Offerings of the past 12 months, results in only 13 inserts. Opening the scorecard for the indicator; it gives a 100% all the time, which (unfortunately) is not correct.

Now I think the way to go is using a script, but I have little experience in this. I simply have no clue how to set up the right script. Hopefully someone can help me!

Thanks in advance,

Allard

[Josh Cooper]

Haha, had this question come up before with a customer.   Here's a basic solution:

Create an Automated Indicator against the Outage table (provided you're using outage) that calculates the total up-time, with a breakdown on your Services (provided you don't have just hundreds, otherwise you'll probably want a way to define the super critical ones, just so you're more able to find the important info.)   You can sum the duration fields or whatever method gives you a number in hours or minutes, and do it daily.

Then you can build a Formula indicator, you're going to do your percentage based on the total minutes( or hours) in the day, like for minutes, something like ((60x24) / [[Minutes of Outage]]) * 100.

The caveat is - there's nothing programmatically to prevent you from having concurrent outages, so in the worst case, you could end up with more minutes of outage than there are minutes in the day.  

They've actually got an existing report based on calculating availability this that you may want to check in to, which may meet your needs more easily:

http://wiki.servicenow.com/index.php?title=Creating_Availability_Charts#gsc.tab=0

[allardt]

Hi Josh,

Thank you very much for your reply! This gives me the correct result per customer, in an By Month AVG timeseries.

The formula needed is just a bit different from the one you shared. I used the following:

if ( [[SUM Outage Durations]] > 0 ) {

100 - (([[SUM Outage Durations]] / (60*24)) * 100)

} else { 100 }

BUT, I also want to show the average availability on the dashboard when no company is selected. Unfortunately using this method, ServiceNow displays wrong total averages. For example: In July only 1 of 39 customers experienced downtime. The availability for that customer is 99,93% for that month. The correct total average availability over all 39 customers should be 99,998...%, but instead ServiceNow shows an average of 99,93%.

Do you, or anybody else, know a way to show the correct total average AND correct availability per customer (company)?

[allardt · Accepted solution]

I have managed to successfully use the "Total availability %" (absolute_availability) from the Service Availability table. It turns out my indicator addressed a non-existing Company field in the Service Availability table and the aggregate needed to be set on Average. It works perfect now!

[ashtiw]

Bit confused here.. so for outage duration = 30683 seconds, it would be either:

1. =((60*24)/(30683))*100 = 4.69% ??

OR

2. =((60*24)/(511.38[converted into minutes])*100 = 281.58% ??

 I guess, both seems to be wrong.