English
Menu

IT Service Management and Systems Audit

The SLA for an internal system sets the service hours as 9:00 to 21:00 on weekdays (12 hours a day) and requires availability during service hours (the fraction of service hours during which the system was in operation) of at least 99.5%. Take a month as having 20 weekdays, and do not count outages outside service hours. Which of the following is the upper limit on the total outage time allowed within service hours in a month?

  1. A7.2 minutes
  2. B72 minutes
  3. C216 minutes
Show answer and explanation

Answer: B. 72 minutes

The service hours in a month are 12 × 20 = 240 hours. At 99.5% availability, 0.5% of that time may be lost, so the allowed outage time is 240 × 0.005 = 1.2 hours, that is, 72 minutes. 7.2 minutes takes 0.5% to be 0.05%, and 216 minutes applies 0.5% to all 24 hours of a 30-day month (720 hours) instead of to the service hours.

  • A. This takes 0.5% to be 0.05% (240 hours × 0.0005 = 0.12 hours).
  • B. Correct. 240 hours × 0.005 = 1.2 hours = 72 minutes.
  • C. This is based on all 24 hours of a 30-day month (720 hours), which does not match the condition that outages outside service hours are not counted.
Practice this topic Back to topic

Books on IT Service Management and Systems Audit Ad

As an Amazon Associate I earn from qualifying purchases.

More IT Service Management and Systems Audit questions

  1. The SLA for a cloud service defines monthly availability = (scheduled service time − outage time due to failures) ÷ scheduled service time, where the scheduled service time is the total time in the month minus the time of planned maintenance announced in advance. If the monthly availability is at least 99.9%, there is no refund; if it is at least 99.0% but below 99.9%, 10% of the monthly fee is refunded; and if it is below 99.0%, 30% is refunded. Take a month as 30 days. In one month there were 120 minutes of planned maintenance and a total of 40 minutes of outages due to failures. Which of the following is the refund rate for this month?
  2. Which of the following is an appropriate way to decide the priority for handling incidents?
  3. The service desk received a call from a user saying, "In the expense reimbursement system, the submit button does not respond when I attach an image of a receipt." The same symptom is registered as a known error, with the recorded workaround "the image can be submitted if it is first registered from a separate registration screen." Which of the following is the most appropriate action in incident management?
  4. Which of the following describes a "known error" in problem management appropriately?
  5. A file server stops responding with the same error several times a week, and each time an operations staff member restarts it to restore service. From the standpoint of problem management, which of the following is an appropriate action?