4. Availability Management




For ensuring all IT infrastructure processes, tools, and staff roles are appropriate given SL availability targets.


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.


Component Availability – all aspects of assessing availability

Service Availability – all aspects of assessing impact/potential impact of component available/unavailable.

Four Availability Strategies

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

Two Key Elements

  • 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.

Additional Info

Availability plans/designs given to SLM process; provided for in OLA’s/UC’s in Service Operation.