Home > Articles > Information Technology

Like this article? We recommend

Availability: A User Metric

Keep in mind that availability is measured from the user's point of view. A system is available if the user can use the application he or she needs—otherwise it's unavailable. Accordingly, availability must be measured end-to-end—all components needed to run the application must be available. Many IT organizations mistakenly believe that availability is simply equal to main server or network availability. Some may only measure the availability of critical system components. These are grave mistakes. A user may be prevented from using an application because his PC is broken, or his data is unavailable, or his PC is infected with a computer virus.

IT organizations that subscribe to a narrow or undisciplined availability mindset go through several stages of alienation from their users:

  • User unhappiness is the first and least severe stage. Users simply express unhappiness with poor system availability. The IT organization may either recognize a problem or deny it, citing their host or network availability statistics as proof. Those who deny the problem's existence bring their organization to the next stage of user alienation.

  • User distrust is characterized by user disbelief in much of what the IT organization says. Users may begin to view IT's action plans as insufficient, or view the IT organization as incapable of implementing its plans. They gradually lose interest in helping IT with end-user surveys and consultations. IT organizations that can deliver on promises and provide better availability from the user's point of view can prevent users from moving to the next stage of user alienation.

  • User opposition is the third stage of alienation. Here, users don't merely ignore IT plans—they begin to actively oppose them, suggesting alternatives that may not align with IT's overall plans. Users start to take matters into their own hands, researching alternatives that might help solve their problems. The challenge for the IT organization is to convince users that the IT plan is superior. The best way to meet this challenge is to conduct a pilot test of the user's suggested alternative, and then evaluate the results hand-in-hand with users. In contrast, we have seen some IT organizations react arrogantly, telling users, "Do what you want, but don't come crying to us for help." These organizations find themselves facing the final stage of user alienation.

  • User outsourcing is the final stage of user alienation. Users convince management that the best solution lies outside the IT organization. Outsourcing can take the form of hiring an outside consultant to design their system, going directly to an outside system supplier, or even setting up their own IT organization. At this stage, users have completely broken off from the IT organization, and reduced—if not totally eliminated—the need to fund it.

Beyond user alienation, there are other serious side effects of insisting on narrow-minded availability measurement:

  • Failure to identify root causes of availability problems. If only a few components are considered when system availability is evaluated, the root causes of the outages may well lie in components whose availability is not monitored. We have seen several banking IT organizations that have denied the existence of automated teller machine problems by pointing out that their mainframes, switches, and network are always available. They fail to observe that the ATM machines themselves cause most ATM outages.

  • Conflicts between IT divisions. Many IT organizations delegate critical elements of their systems to individual groups within IT. Each then measures the availability of its assigned area, without correlating it with the availability of other areas. This leads to territorial disputes, where one group blames others for poor system availability. "Don't blame my group; our network was up 100% of the time."

  • Expensive and ineffective remedial measures. If you don't know what the root cause of a problem is, you'll probably spend money on the wrong "solution." Or you'll concentrate on improving only your assigned system component, without regard to overall system availability.

  • Inability to determine true system health. Availability measurements of each component cannot easily be "added up" to reveal true system availability. 99% host availability plus 99% network availability plus 99% database availability doesn't necessarily equal 99% system availability. Outages in each area usually occur at different times, and an outage in any component brings down the entire system. In this example, actual system availability can be anywhere from 97–99%.

Why do many IT organizations fall into the trap of measuring only a few system components and not actual end-to-end availability? There are two reasons:

  • It's easier to measure a few system components. Few tools are available for analyzing and monitoring end-to-end system availability. Many tools measure network or host availability, but few actually check for application outages from the perspective of the user.

  • It's easier to achieve higher availability on a per-component basis, since outages rarely occur repeatedly on the same component. Outages for different components usually occur at different times, but may all affect the availability of the system to the user, resulting in far worse availability statistics.

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020