SG5022 – IT Service Management
Information Technology
Service Management
CA – 2
Team 7
1.
2.
3.
4.
5.
A0079953 : LEE ZHONG DE ROLLEI
A0079949 : JIANG HAO MIN
A0080037 : ZHOU ZIFENG
A0092677 : JOHN ROBERT BORCHORST
A0092649 : VISWALINGAM ARIVAZHAGAN
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SG5022 – IT Service Management
TABLE OF CONTENTS
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SG5022 – IT Service Management
a) Calculate the overall availabiligy of this e-service- Assuming that the agreed service time of
this e-service is 24x7, what is the amount of unscheduled downtime (ie. DT) in a year‘?
 Overall availability = 0.995 * 0.98 * 0.993 * 0.995 = 0.9634329285
 Unscheduled downtime = (365 * 24) * (1-0.9634329285) = 320.32 (hours)
b) XYZ Company has been receiving many complaints from customers that the e-service is often
down when they need to use it. XYZ Company has decided that it should raise the
availablily of this e-service to 97%. What is the unscheduled downtime (ie. DT) or disruption in a
year with this new availability?
 Unscheduled downtime = (365 * 24) * (1-0.97) = 262.8 (Hours)
c) What is the difference in DT between b) and a) above? What Cost of Unavaiiability would
XYZ Company avoid with the increase in availability’?




Total lost in cost incurred for each hour of downtime = 300 + 100 + 50 = 450.
Cost Incurred for existing 96.3% = 320.32 * 450 = 144,144.00
Cost Incurred for targeted 97% = 262.8 * 450 = 118,260.0
Total savings = 144,144.00 - 118,260.0 = 25,884.00
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SG5022 – IT Service Management
d) XYZ Company has found that the cost of upgrading Component B is as follows:
Option A - Net Cost to upgfade Component B (current 98% availability) to a new mode (called B+)
with 99.5% Availability = $30,000
Option B - Net Cost to add another Component B = $15,000
> With these basic options and the configuration in a) above as a base, draw two configuration
alternatives for the e-service infrastructure (ie. draw Option A an Option B)?
Ans:
Option A:
A
B+
C
D
99.5%
99.5%
99.3%
99.5%
B
C
D
99.3%
99.5%
Option B:
A
99.5%
98%
B’
98%
> Will each of the alternatives
 Be able to meet the new target of 97% availability? What is the actua availability of each
alternative?
Ans:
Option A:
99.5% * 99.5% * 99.3% * 99.5% = 97.82%
Option B:
99.5% * (100% - (100% – 98%) * (100% - 98%)) * 99.3% * 99.5% = 98.72%
Be cost-justifiable based on the benefit from c) above and the need to the cost within one year‘?
(Clue: What is the actual new DT based on availability of the alternative‘? How much has the
actual Cost of Unavailability been reduced?)
Ans:
Option A:
$30,000 + (300 + 100 + 50) * 24 * 365 * (100% - 97.82%) = $115,935.6
(300 + 100 + 50) * (320.32 - 24 * 365 * (100% - 97.82%)) - $30,000 = $28,208.4
Option B:
$15,000 + (300 + 100 + 50) * 24 * 365 * (100% - 98.27%) = $83196.6
Reduced cost: $115,935.6 - $83196.6 = $32,739
(300 + 100 + 50) * (320.32 - 24 * 365 * (100% - 98.27%)) - $15,000 = $60,947.4

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SG5022 – IT Service Management
3* Which option will you recommend to XYZ. Company?
Ans:
Option B.
e) Research the web for 3 tools or software which can be used to measure service a and/or component
availability. Give the 3 web references (ie. URL) for these tools sofiware. Give a brief stmlmary
explanation of what these tools or software do (instating which type of availability do they measure service or component?)
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SG5022 – IT Service Management
2. The e-service application of XYZ. Company from question 1 consists of two different types of eservice — one for customers‘ purchase of XYT products and another for supplier's use in processing of
invoices for supplies to XYZ Company.
a) With regard to Business Capacity. Currently, XYZ. Has 12,000 e-purchases a year and has to
process 2,400 supply invoices annually. For next year, the Sales Dept of XYZ company has
projected a 10% increase in e-purchases while the Manufacturing Dept has projected a 3% increase
in e-invoices. What is the projected Business Capacity requirements for next year in terms of
number of e-purchases and number of e-invoices?
Ans:
Annually e-purchases will increase to 12000 * (1+10%) = 13200
Annually e-invoices will increase to 2400 * (1+3%) = 2472
b) With regard to Service Capacity, one e-purchase will result in an average of 5 transactions in the
XYZ. e-service application, while one e-invoice will result in an average of 3 transactions in the
XYZ e-service application.
 What is the current Service Capacity requirement in terms of total number of transactions a
year in the e-service application?
Ans: 5 * 12000 + 3 *2400 = 67200
 What is the projected Service Capacity requirements for next year in terms of the overall total
number of transactions in c-service application?
Ans: 5 * 12000 * (1 + 10%) + 3 * 2400 * (1+ 3%) = 73416
 What is the % increase in total number nfirzrnsactions?
Ans: (73416 – 67200) / 67200 = 9.25%
c) With regard to Component Capacity, the simulation model of CPU usage to transaction rate for the
XYZ Company e-service is shown in the chart below. The current peak transaction rate is 30
transactions per minute. Assume that for next year, the increase in peak transaction rate will be the
same % as the increase in total number of transactions (see b) above).
 What is the projected peak transaction rate for next year?
Ans: 30 * (1 + 9.25%) = 32.775
 What is the projected CPU utilisation percentage next year?
Ans: 20%
 If XYZ Company has the policy to upgrade capacity before CPU utilization
percentage reaches 70%, what plan should the company make for this server in the Capacity
Plan?
Ans: Add additional servers in parallel or enhance/replace serial with higher capacity server.
d) Research the web for3 tools or software which can be used to measure CPU utilization or any other
IT service capacity. Give the 3 web references (ie. URL) for these tools or software. Give a brief
summary explanation of what these tools or software do and how they might be used for capacity
planning or management.
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SG5022 – IT Service Management
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