What it Measures ?

How long services are unavailable due to issues.

Relevant StakeHolders 

Maintenance, Ops Managers

In-depth Use Case / Real-world Example

In manufacturing, downtime means lost output. If a press machine is idle for 10 hours a month due to slow service, this is a clear operational risk. The goal is to minimize this through faster response, better planning, and proactive maintenance. Monitoring downtime helps teams understand the real business cost of poor service delivery.

KPI Definition

Business Value

Movement Direction