For better systems performance, enterprises may have multiple servers for load balancing or for disaster recovery. In which case, the backup server should come online within 50 ms of the primary server becoming unavailable. Applications performance is the most difficult of the performance criteria to measure because the actual performance is contingent upon network and systems performance. Therefore, the key criterion is the number of simultaneous users that can be supported. There also needs to be guarantees on the specific features of the applications, not just that they work, but that they will remain available despite software upgrades.
Procedures define the who, what, when, where and how of getting things done.
Included in each procedure should also be a description of how the situation will be escalated until it is resolved. At the same time, such seemingly mundane matters as how quickly a service request is acknowledged should also be included. Most important is the inclusion of guaranteed installation and upgrade times, both of which are when the enterprise accepts the services, not when the vendor says they are ready. Editorial supplied by Desktalk Systems, Inc. is independent of GartnerGroup analysis and in no way should this information be construed as a GartnerGroup endorsement of Desktalk Systems, Inc.'s products and services. Inc. All rights reserved.