Category:Availability Management

From IT frameworks

Contents 1 Introduction 2 Goals & Objectives 3 Terminology 4 Roles 5 Scope 6 Activities 6.1 Proactive 6.2 Reactive 7 Interfaces 8 Inputs/Outputs 8.1 Inputs 8.2 Outputs 9 Value to the Business 10 Implementation 11 Challenges to implementation 12 Flow Chart Model 13 Tips for exam 14 References and resources

Introduction

A key process in the Service Design life cycle phase.

Goals & Objectives

To ensure that all levels of availability match or exceeds current and future availability needs of the business in a cost effective manner.

Terminology

• AMIS: Availability Management Information System
• Availability: Performing agreed purpose
• Reliability: A measure of the availability
• Maintainability: Time taken to restore service or any component to normal service
• Serviceability: Ability of external parties to meet terms of UC

Vital business functions are defined by business. Availability requirements must be defined by availability management:

• High availability - IT components failure minimises effect of service
• Fault tolerance - IT components failure not affecting service
• Continuous operation - design to eliminate planned downtime of a service
• Continuous availability - Service with 100% availability

Roles

Availability Manager: Ensuring agreed targets defined within SLA are met and will be continuously met.

Scope

• Closely linked to ITSC Management (Availablility & redundancy plans)
• Incident Managemtn escaltiions for service component breaches)

Activities

Proactive

• Plan and design
• Risk Management
• Helping business identify VBF (Vital business functions)
• Design criteria from SDP
• Testing availability
• Cooperate with Capacity Management, IT Service Contuity Management in Service Design life cycle phase and Incident Management in Service Operation life cycle phase. MTRS being of high importance to availablity management.

Reactive

• Investigate all component unavailability and suggest remedial action
• Monitor present availability, create reviews & reports.

Interfaces

Inputs/Outputs

Inputs

• Changed business needs, updated SLA
• Updated targets in SLA
• Availability breaches or events pointing to forecasted availability breach
• Updated VBF
• SLM knowledge/wisdom request

Outputs

• The AMIS (The actual AMIS is the collection of reviews, erports, forecasts, component plans etc)
• Proactive availability plans
• Risk management reports
• SIPs based on cost effective solutions
• PSO (Projected Service outage) in relation to changes from change management

Value to the Business

Vital Business Functions being taken seriously with availability plans for these defined and implemented with redundancy plans in place.

Implementation

• Gain comittment from the businness. Identify VBF and create availability plan.
• Gain budget for proactive activites
• Ensure focus in the process ir directed towards business goals, not for IT purposes.

Challenges to implementation

Flow Chart Model

Tips for exam

• AMIS (Collection of files, documents, reports, plans producing knowledge processing layer to all necessary stakeholders)
• MTRS (Mean time to restore service)

References and resources

Service Design, OGC