IT Operations Consulting

Availability Management Framework

Federal Government, Department of National Revenue

Overview

A federal government department responsible for national revenue services engaged Codeview Digital to modernize their availability management practices. Legacy metrics were masking real service quality issues, creating a false sense of reliability while citizens experienced frequent disruptions to critical digital services.

The Challenge

Legacy availability tracking showed 99.9% uptime while citizens experienced frequent service disruptions. The disconnect between reported metrics and actual user experience came from fundamental measurement gaps:

No distinction between full outages and degraded performance, so partial failures went unreported
Planned maintenance windows excluded from calculations, hiding significant service impact
Inability to correlate infrastructure health metrics with citizen transaction success rates
Availability reporting accuracy sat at just 62%, undermining confidence in service level reporting
Non-compliance risk with Treasury Board Secretariat Directive on Service Standards

The Solution

6-Model Availability Framework

Designed and implemented an availability calculation methodology featuring six distinct models (weighted degradation scoring, composite CI calculations, and error budget consumption, among others) to capture the true business impact of service disruptions.

Business-Impact Scoring

Replaced binary up/down metrics with weighted degradation scoring that differentiates between full outages, partial degradation, and performance issues based on citizen impact severity.

Platform Integration

Integrated Dynatrace with ServiceNow to automate availability data collection, eliminating manual reporting and enabling real-time service health visibility.

Executive Reporting Dashboard

Delivered a Power BI dashboard providing real-time availability scoring, trend analysis, and error budget tracking for executive and operational stakeholders.

TBS Compliance Alignment

Ensured full compliance with the Treasury Board Secretariat Directive on Service Standards, positioning the framework as a model for federal digital service reporting.

Documentation & Training

Produced a full Availability Management Guide with calculation templates, ServiceNow integration specifications for automatic data ingestion, and stakeholder training materials.