If an IT Service is slow, whatever be the reasons, can it be considered as downtime? Can we define like slowness of 20% or more compared to normal is considered downtime. This is what my organisation would like to define.
I disagreed. My view is unless there is a service disruption and users cannot use the IT Service it cannot be treated as downtime. Even though there is service degradation or reduced performance, but since users are continuing using the service it cannot be called downtime.
Am I right or wrong?
I would have to say that your view is “old school” IT. In the old school, if service isn’t completely disrupted, then it isn’t counted as a breach of service. In Best Practice, IT is aligned with the business. If your were a business lead for your organization, would you consider 20% degradation a breach of service?
Even if you don’t have formal Service Level Agreements in place, you have Service Level Agreements in place. Lacking formal SLAs, you have perceived SLAs. If the business considers a 20% degradation in service as unacceptable, and you don’t have a formal SLA, then you are in breach of the perceived SLA.
This is one of the best reasons to implement formal SLAs.
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