Serviceability Fundamentals
Serviceability, S(t), is the probability of a service action being completed during a given time period, t. If a system is said to have a serviceability of 0.95 for three hours, then the probability of a service action being completed within the specified time is 95 percent. Higher reliability reduces the frequency of system failures, while higher serviceability reduces the duration of each repair incident.
A commonly used serviceability metric is the mean time to repair (MTTR), which is the average length of time needed to complete a repair action.
Customers do not normally allow for the impact of the logistics time in the MTTR calculation. The logistics time is sometimes referred to as the service response time
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