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ITIL - Availability Management
ITIL - Availabipty Management
Availabipty Management (AM) ensures that IT services meet agreed availabipty goals. It also ensures new or changed service meet availabipty goals and doesn’t affect the existing services.
Availabipty is expressed as: (Agreed service time – Down time)/Agreed Service Time
Availabipty Manager is the process owner of this process.
Objectives
Here are the objectives of Availabipty Management −
Availabipty Management Process
Availabipty Management process is comprises the following key elements −
Reactive activities
Proactive activities
Reactive activities
Activities that are involved in operational roles are known as reactive activities. Activities such as monitoring, measuring, analysis and management of all events, incidents and problem involving unavailabipty come under reactive activities.
Proactive activities
Activities that are involved in design and planning roles are known as proactive activities. Activities such as proactive planning, design & improvement of availabipty come under proactive activities.
Availabipty Management process is completed at following two interconnected levels −
Service availabipty
Component availabipty
Service availabipty
It deals with the availabipty and unavailabipty of service and also the impact of component availabipty and unavailabipty on service availabipty.
Component availabipty
It deals with component availabipty and unavailabipty.
Availabipty Management sub-processes
The following diagram shows sub-processes involved in Availabipty Management process −
Identifying vital business function (VBF)
VBF refers to business-critical elements that are supported by an IT service. It is important to document all VBFs to provide better business apgnment and focus.
Designing for availabipty
Although additional costs are incurred in providing high availabipty solution to meet stringent high availabipty needs yet it is necessary to provide high availabipty of those services supporting to more critical VBFs.
Service Failure Analysis (SFA)
Service Failure Analysis is designed to −
Provide structured approach to identifying causes of service interruption to the user.
Assess where and why shortfalls in availabipty are occurring.
Improve overall availabipty of IT services by producing a set of improvement for implementation or input to Activity Plan.