This paper proposes various measures of reliability, maintainability and availability in information technology service management(ISTM). Global ITSM standards such as ITIL(IT Infrastructure Library) and ISO/IEC 20000 are introduced. Especially availability management of De-facto and De-juire standards is concerned with users and customers of IT service. The study presents seven reliability measures, six maintainability measures and two availability measures. These results can be effectively used with a appropriate IT availability management tools such as CFIA(Component Failure Impact Analysis) and SOA(Service Outage Analysis), etc.

This paper shows application guide of dependability data from the field, life cycle costing, and maintainability. Moreover, this study introduces mathematical expressions and predictions for reliability, availability and maintainability. This paper also shows compliance test procedures for steady-state availability, and application of Markov techniques.