This indicator reports on the SSC Enterprise IT security services that are part of the SSC service catalogue. This indicator is an aggregation of myKEY, Secure Remote Access and External Credential Management. These services best represent CITS’ ability to secure IT infrastructure.
Calculation / formula:
Numerator: Total time (# hours, minutes, and seconds) the infrastructure security services are available (i.e. Up-Time) in assessment period (day, week, month, and year) multiplied by the number of services, and multiplied by the number of applicable customer departments.
Denominator: Total time (# hours, minutes and seconds) in assessment period (day, week, month, and year) multiplied by the number of services, and multiplied by the number of applicable customer departments.
Trend should be interpreted such that a higher % represents progress toward target. Once target has been reach, additional % represents excellence.
The % of availability, exclude the maintenance windows. For example: If there were a 1-day outage of an IS Service (e.g. myKey), the Up-Time would be: 24 hrs/day x30 days/month x1 service x 40 customers = 28800 hours (per month), which is the Numerator
The Total time for the reporting period (in this case, monthly) is:
24 hrs/day x31 days/month x1 service x 40 customers = 29760 hours, which is the Denominator. Numerator over Denominator is % of Time IS service is available = 28800/29760 = 96.8%
Target: 99.8%.