Availability Manager
From IT frameworks
Contents |
Job Description for the position of Availability Manager
Availability Management is a discipline in IT service management.
The role of Availability Manager is to ensure the goals of the Availability Management process are achieved. The main goal is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner.
The job
The Availability Manager is a position within the scope of the Availability Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Design Manager.
- Immediate juniors are the Service Design staff triggering the Availability Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Plan over forecasted Availability requirements as appropriate
- Plan over SLA forecasting with regards to Availability
- Collection of relevant information from Event Management
- Percentage of services and component presently unavailable
- Mean time between failures
- Mean time between system Incidents
- Mean time to restore service
- Number of bypasses of the process
- Number of Incidents against the service
- Percentage of overall availability of services and components
- Time used to complete an Availability Plan
Responsibilities
Availability Manager is responsible for:
- Tasks
- Monitoring, measuring, analysing and reporting service and component availability
- Unavailability analysis
- Use proactive activities to ensure agreed level of availability
- Identifying Vital Business Functions (VBFs)
- Designing for availability
- Identify Base products and components
- Ensure redundant solutions
- Create Component failure impact analysis
- Personnel
- Leading and supporting the Availability Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Availability Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Design Manager (To ensure Availability issues are managed in relation to the Availability Management process description)
- To Service Owner (To improve all Availability Management decisions)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design level of availability (Availability percentage targets within SLA).
- Service Design design tools and technology to measure the level of availability.
- Service Design designs Availability issue Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation plan to the Service Design Manager must exist.
Resources
Internal resources
- The Availability Manager has internal resources available as defined by the organization for process owners.
External resources
- The Availability Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Availability management process.
Qualifications
It is expected that the Availability Manager has the competence required to competently manage the Availability Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Availability Management ITILv3 process better so that expectations are continually met.
Advancement
As Availability Manager you have the possibility to apply for positions as Service Design Manager and other key positions in the Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
