Availability Management

Maintain availability of business critical applications to ensure peak performance through Automation

Objective: Optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of service availability that meets business requirements.

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Configuration Data Management

 

Availability - the time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.

Reliability - measure of the time the services functioned correctly without interruptions. Includes the time for which a component can be expected to perform under specific conditions without failure.

Serviceability – where a service is provided by a 3rd party organization, this is the expected availability of a component.

Recoverability – the time it should take to restore a component back to its operational state after a failure.

Maintainability - the ease with which a component can be maintained, which can be both remedial and preventative and includes recovery it in the event of an interruption.

Resilience – the ability to withstand failure.

Security – the ability of components to withstand breaches of security.

Service Capacity - when an IT service as a whole is subcontracted, the terms availability and service capacity are equivalent.

Some of the above elements are really the outcome of performing a risk analysis to identify any resilience measures to be put in place, identifying just how reliable elements are and how many problems have been caused as a result of system failure.

The risk analysis also recommends controls to improve availability of IT infrastructure such as development standards, testing, physical security, the right skills in the right place at the right time, etc..

Availability depends on the correct design of the IT services, the reliability of the CIs involved, their proper maintenance and the quality of the internal and external services agreed.