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IT & Tech Intermediate

IT Service & Reliability Metrics

Availability and the nines, MTBF/MTTR, SLA compliance, backlog and FCR, error budgets, capacity planning, change success and service desk staffing: 8 labs on one IT team's data.

8 lessons 8 labs 1.9 h Certificate

  • One-time payment
  • 14-day money-back guarantee
  • Secure checkout with Stripe

What you'll build

What you will be able to do

Each lab ends with a concrete result that you build yourself and the checker confirms, cell by cell.

  • Turn the SLA targets of five Halden Freight services into allowed minutes of downtime and check which services met their target this month.
  • Turn the incident log of the Warehouse App for one quarter into MTTA, MTTR and MTBF, and see that MTBF / (MTBF + MTTR) gives the availability.
  • Measure response and resolution times for ten service desk tickets and calculate how many met the resolution target of their priority.
  • Roll the service desk backlog forward week by week, calculate first-contact resolution (FCR) and express the backlog in days of work.
  • Calculate the error budget of the Order Portal API for a 30-day window, the burn rate per period, and how much budget is left.
  • Fit a linear trend to six months of storage use and work out how many months are left before the cluster crosses its 80% alert threshold.
  • Compare the change success rate of five IT teams and put a dollar figure on the outages their failed changes caused.
  • Convert a ticket forecast into workload, agent productivity and the number of agents needed in each two-hour block of the day.

About this course

Service reviews often quote nines and averages without showing the working. This course teaches you to calculate them properly from raw data. You convert availability targets into allowed downtime and compute MTBF, MTTR and MTTA, then measure SLA compliance from ticket timestamps. Backlog trends and first-contact resolution show how the service desk is coping. You set an error budget for a 99.9 percent SLO and track its burn rate, project the months until capacity reaches an 80 percent threshold and relate change success rate to incident costs. The last lab estimates how many service desk agents each shift needs. Designed for IT operations staff, SREs, service managers and anyone preparing reliability reports.

Curriculum

Course content

8 lessons · 8 labs · 1.9 h · final exam

  1. Availability & the Nines: Allowed DowntimeLab13 min4 checked tasks
    Unlocked when you buy the course
  2. MTBF, MTTR, MTTA & AvailabilityLab15 min4 checked tasks
    Unlocked when you buy the course
  3. SLA Compliance from Ticket TimestampsLab16 min4 checked tasks
    Unlocked when you buy the course
  4. Ticket Backlog & First-Contact ResolutionLab14 min4 checked tasks
    Unlocked when you buy the course
  5. Error Budgets & Burn Rate (SLO 99.9%)Lab15 min5 checked tasks
    Unlocked when you buy the course
  6. Capacity Planning: Months Until the 80% ThresholdLab14 min5 checked tasks
    Unlocked when you buy the course
  7. Change Success Rate & the Cost of IncidentsLab14 min4 checked tasks
    Unlocked when you buy the course
  8. Service Desk Staffing: Agents Needed per ShiftLab15 min4 checked tasks
    Unlocked when you buy the course
  9. Final exam12 questions, 75% to pass, unlimited retries.

Certificate

Finish with a certificate you can verify

Complete every lesson and pass the final exam to receive a certificate of completion for this course, with a unique credential ID and a public verification page.

  • Names the course, your score and the date of issue
  • A verification link for your CV or LinkedIn profile
  • 12 questions, 75% to pass, unlimited retries.

A Tutorvo certificate confirms that you completed a course. It is not an official or professional qualification.

Illustration. Your certificate shows your own name, course and credential ID.

Before you buy

Questions about this course

Is this a subscription?

No. You pay $9.99 once for this course. There is no subscription and nothing renews automatically. Prices are in US dollars; taxes may be added where required.

What exactly do I get?

All lessons and labs of this course, the final exam and the certificate, including later updates to the course, for as long as Tutorvo offers it. Access is personal and tied to your account.

Can I get a refund?

Yes. If you are not satisfied, email hello@tutorvo.com within 14 days of buying and we refund the course in full via Stripe. The guarantee does not apply once a certificate for the course has been issued to you, or where there are signs of abuse.

When can I start?

Right after payment. Access starts immediately at your request; for consumers in the EU/EEA the statutory right of withdrawal therefore ends once access has begun, while our 14-day money-back guarantee applies regardless.

Do I need Excel or other software?

No. The labs run in a spreadsheet inside your browser on a laptop, tablet or phone. Function names and syntax follow Excel.

Is the certificate an official qualification?

No. It confirms that you completed all lessons of the course and passed its final exam. It is not an official, state-recognised or professional qualification. The name is taken from your profile when the certificate is issued.

Full details are in our Terms · hello@tutorvo.com

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