Incident User Metric (How big was it really?)
- 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.