Application availability is the percent that each service was available during the month, outside of planned downtime, and would account for known application, system and network outages.

A change is the addition, modification or removal of anything that could have an effect on an existing service, including Configuration Items, processes and documentation. This charts shows the total number of changes for Application Services per month, and plots the rates of success, with the goal being 100% success. An unsuccessful change requires that we back out some or all changes planned, and delays service enhancement.

A change is the addition, modification or removal of anything that could have an effect on an existing service, including Configuration Items, processes and documentation. A planned change is anything that is considered standard, normal or urgent, and are planned and approved in advance of making a change. An unplanned change is an emergency change, which is often in response to an incident, and does not go through standard planning and approval. Often it is reported and evaluated after the change has been implemented.