Skip to main content

Incident User Metric (How big was it really?)

The Incident User Metric (IUM) is a mechanism to measure incident in an objective manner and which will allow problem managers to classify these as either minor, normal or major. Most incidents that effect a significant amount of IT customers are potential major incidents. What constitutes a major incident and what does not? The key is in the IUM. After a large enough sample pool has been built (> 10 incidents) the average is calculated. Minor incident is an incident where the IUM is less than 40% of the norm. Major incident is an incident where the IUM is greater than 40% of the norm. Normal incident is an incident that is within 40% of the norm.

This metric is determined in the following manner:
  • What is the opportunity cost to the company of 1 minutes outage based on the effect on productivity? (or put another way, what is the total salary bill of the company for 1 minute?)‏
  • What was the length of the outage?
  • What percentage of the IT customer population was impacted?
  • Is it a lesser multiplier? (Liability, scrutiny by management, internal process, company’s image)‏.
  • Length of outage * population impacted * opportunity cost * (multiplier) = INCIDENT USER METRIC.
Read more about the major incident process (MIP) here.


Popular posts from this blog

easywall - Web interface for easy use of the IPTables firewall on Linux systems written in Python3.

Firewalls are becoming increasingly important in today’s world. Hackers and automated scripts are constantly trying to invade your system and use it for Bitcoin mining, botnets or other things. To prevent these attacks, you can use a firewall on your system. IPTables is the strongest firewall in Linux because it can filter packets in the kernel before they reach the application. Using IPTables is not very easy for Linux beginners. We have created easywall - the simple IPTables web interface . The focus of the software is on easy installation and use. Access this neat software over on github: easywall

Should You Buy A UniFi Dream Machine, USG, USG Pro, or Dream Machine Pro?


No Scrubs: The Architecture That Made Unmetered Mitigation Possible

When building a DDoS mitigation service it’s incredibly tempting to think that the solution is scrubbing centers or scrubbing servers. I, too, thought that was a good idea in the beginning, but experience has shown that there are serious pitfalls to this approach. Read the post of at Cloudflare's blog: N o Scrubs: The Architecture That Made Unmetered Mitigation Possible