Which of the following is the MOST important key performance indicator (KPI) to establish in the service agreement (SLA) for an outsourced data center?
A.
Number of key systems hosted
B.
Percentage of system availability
C.
Average response time to resolve system incidents
D.
Percentage of systems included in recovery processes
B. Percentage of system availability.
When outsourcing a data center, one of the most critical aspects to measure and manage is the availability of systems. This is especially important because data centers are responsible for hosting critical applications and services. System availability directly impacts business operations and customer satisfaction. Therefore, establishing a key performance indicator (KPI) related to the percentage of system availability in the service level agreement (SLA) helps ensure that the outsourcing provider is held accountable for maintaining high levels of uptime and reliability.
While other KPIs like response time and the number of key systems hosted are important, system availability is typically the top priority in data center outsourcing agreements because it directly reflects the provider's ability to meet the organization's needs.
Would C - " Average response time to resolve system incidents" be better here since it would not only cover data availability but other data management issues as well?
if system availability is ensured, there shouldn't be any downtime, not one that the client's aware of or impacted by.
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