The document discusses availability management in ITIL. It covers the objectives, responsibilities, definitions, important aspects like uptime and downtime, benefits and risks, and best practices of availability management. It also discusses availability measurement and reporting.
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The document discusses availability management in ITIL. It covers the objectives, responsibilities, definitions, important aspects like uptime and downtime, benefits and risks, and best practices of availability management. It also discusses availability measurement and reporting.
The document discusses availability management in ITIL. It covers the objectives, responsibilities, definitions, important aspects like uptime and downtime, benefits and risks, and best practices of availability management. It also discusses availability measurement and reporting.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online from Scribd
The document discusses availability management in ITIL. It covers the objectives, responsibilities, definitions, important aspects like uptime and downtime, benefits and risks, and best practices of availability management. It also discusses availability measurement and reporting.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online from Scribd
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IBM Global Services
ITIL Foundation Course V1.0
Introduction to the IT Infrastructure Library
Availability Management
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Availability Management – objective and overview
Responsibilities and obligations Some definitions Important aspects: – Uptime, downtime, and availability – Availability measurement – Availability reporting Benefits and risks Best practices Summary
Availability management ensures that IT delivers the right levels of
availability required by the business to satisfy its business objectives and to deliver the quality of service demanded by its customers. Availability Management should ensure that the required level of availability is provided. The measurement and monitoring of IT availability is a key activity to ensure that availability levels are being met consistently. Availability Management should look continuously to optimize the availability of the IT Infrastructure, services, and supporting organisation, in order to provide cost-effective availability improvements that can deliver proven business enhancements to customers.
Goal of Availability Management:
Forecast, planning, and management of services availability, to ensure that: – All services are based on appropriate and latest CIs – For CIs not supported internally, appropriate agreements exist with third-party suppliers – Changes are suggested in order to avoid future service downtime Ensures that SLA-agreed availability is met
Availability: measured by Mean Time Between Failures (MTBF).
Ability of an IT service or component to perform its required function at a stated instant, or over a stated period of time Underpinned by reliability, maintainability, serviceability, and resilience of the IT infrastructure Reliability: measured by Mean Time Between System Incidents (MTBSI) Ability to work without operational failure Depends on the probability of failure of each component, the resilience built into the IT infrastructure, and the preventive maintenance applied to prevent a failure from occurring Maintainability: measured by the Mean Time To Repair (MTTR) Ability to be retained or restored to an operational state Depends on anticipation, detection, diagnosis, resolution, recovery from failures, and restoration of data and IT service
Serviceability: cannot be measured as a specific metric
Ability to maintain the availability, reliability, and maintainability provided by the contractual agreements with the IT service providers Resilience: or Fault Tolerance Ability of an IT service to remain operational in spite of malfunction by one or more subcomponents
Inputs: Outputs: Availability, reliability, and Availability and recovery design maintainability requirements of the criteria for new or enhanced IT services business for new or enhanced IT services. Availability techniques that will be deployed to provide additional Business Impact Assessment (BIA) infrastructure resilience for each vital business function underpinned by the IT infrastructure. Availability Availability reporting to reflect the business, IT support, and user Information on IT service and Management perspectives component failures coming from Monitoring requirement for IT incidents and problems. components that allow the detection Configuration and monitoring data of deviations in availability
SLA achievements Availability Plan for the proactive
% available % unavailable Duration of unavailability in hours Frequency of failure Impact of failure Problems with classical measures: – Fails to reflect IT availability as experienced by the business and users – Conceal “hot spots”. Generally good availability for the IT organization – Does not support continuous improvement
Future measured variables (CCTA acceptance):
Impact by user minutes lost (user productivity) Impact by business transaction
Availability Management Benefits IT services with an availability requirement are designed, implemented, and managed to consistently meet that target Improvement of capability of the IT infrastructure to attain the required levels of availability to support the critical business processes Improvement of customer satisfaction and recognition that availability is the prime IT deliverable Reduction in frequency and duration of incidents that impact IT availability Single point for availability is established within the IT organization (process owner) Levels of IT availability provided are cost-justified and support SLAs fully Shortcomings in provision of availability are recognized and coped with in a formal way Mindset moves from error correction to service enhancement: from reactive to proactive attitude
Costs of availability management are seen as overhead and are too high It is difficult to quantify the availability demands of the user and to determine their costs Lack of available resources with the required skills Gathering of availability data requires many tools to underpin and support the process Vendor dependency Broad knowledge of IT infrastructure
The goal of the Availability Management process is to optimize the capability of
the IT infrastructure, services, and supporting organization to deliver a cost- effective and sustained level of availability that enables the business to satisfy its business objectives. Aspects: Availability, Maintainability, Reliability, Serviceability Risk Management Measures of Availability: – MTBSI (Mean Time Between System Incidents) – MTTR (Mean Time To Repair ) – MTBF (Mean Time Between Failures) – Calculation of Availability
