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Term/Theory
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Definition/Point
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Responsible
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For ensuring all IT infrastructure processes, tools, and staff roles are appropriate given SL availability targets.
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Objectives
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Manage availability of services and resources.
More objectives include:
- Produce and maintain an appropriate and up-to-date Availability Plan.
- Provide advice and guidance to all other areas of the business and IT on all availability-related issues.
- Ensure that service availability achievements meet or exceed their agreed targets.
- Assist with the diagnosis and resolution of Availability Plan, and the performance and capacity of all services and resources.
- Assess the impact of all changes on the Availability Plan, and the performance and capacity of all services and resources.
- Ensure that proactive measures to improve the availability of services are implemented wherever it is necessary and cost-justifiable to do so.
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Terms
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Component Availability – all aspects of assessing availability
Service Availability – all aspects of assessing impact/potential impact of component available/unavailable.
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Four Availability Strategies
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Vital Business Functions (VBF) – functions critical to business process which may require special IT service designs. May avail themselves of following strategies:
- HA –minimizes effect of IT component failure.
- Fault Tolerance – ability of IT service Configuration Item or component to operate correctly when other related parts fail.
- Continuous Operation – approach to eliminate planned downtime.
- C’s avail – approach to achieve 100% available
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Two Key Elements
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- Proactive Activities – planning, design, improvement of availability | cost‐justifiable and meets needs of business.
- Reactive Activities – monitoring, measuring, analysis, and reporting for service and component availability. Key output for availability is measurement/reporting.
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Additional Info
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Availability plans/designs given to SLM process; provided for in OLA’s/UC’s in Service Operation.
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