Slide 1

Availability Management

Slide 2

Goal – Primary Objective

• To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives

Slide 3

Principles

• Availability is at the core of business & end user satisfaction

• When things go wrong, it is still possible to achieve business & end user satisfaction

• Improving availability begins when it is understood how IT services integrate with and support the business

Slide 4

Why Availability Management

• To ensure services are available when the customer needs them• Influences

► Business Demand► Cost required to meet demand

• Complexity of IT Infrastructure► Levels of Redundancy► Reliability of the Infrastructure► Level of Maintenance

• Processes and procedures used by Services• Human Factors

► Skill sets

Slide 5

Responsibilities

• Determine availability requirements in business terms• Predict and design for expected levels of availability• Optimise availability through monitoring and reporting• Produce Availability Plan – Long term for proactive improvement• Ensure SLAs are met and monitor OLA/UC availability obligations• Manage Service Outage Analysis (SOA)• Produce and maintain:

- Component Failure Impact Analysis (CFIA)

- Fault Tree Analysis (FTA)

Slide 6

Considerations

• Availability• Reliability• Maintainability• Serviceability• Resilience

- Related to Resource Capacity Management• Security

- Confidentiality, Integrity, Availability (CIA)

Managed through OLAs

Managed through UCs

Slide 7

ITAMM – IT Availability Metrics Model

• Range of metrics and perspectives that should be considered when establishing Measurement and Reporting

• Measurements need to be meaningful and add value

• Consider WHAT you measure and HOW you report it

Slide 8

Expanded Incident ‘lifecycle’

Incident Detection Diagnosis Repair Recovery Restoration Incident

DOWNTIME or MeanTime To Repair (M)TTR

UPTIME or MeanTime Between Failures

(M)TBF

Time between system incidents (M)TBSI

Time

Slide 9

Calculating Availability

% Availability =

Further considerations:• Components in series or parallel• Weighting per number of users affected• Weighting per criticality period

AST - DT

ASTX 100

Measuring Availability

Measurements need to be meaningful and add value to the IT and business organisation.

It would be necessary to consider both what is measured and how it is reported

Slide 10

Benefits

• Services are designed and managed to meet specified business availability requirements

• Shortfalls in levels of availability are identified and corrective actions taken

• Frequency and duration of IT failures is reduced• Availability levels are measured to fully support Service Level

Management• BUSINESS VALUE!

► Effective Availability Management will influence customer satisfaction and determine the perceived Reliability of the business on the market

Slide 11

Exam Tips

• Remember the ABILITY• RELIABILITY• MAINTAINABILITY• SERVICEABILITY

But NOT VULNERABIILITY (ITSCM)• CIA (Confidentiality, Integrity and Availability)

AM

Slide 12

Exam Questions

• Availability Management is responsible for ………..

1. Understanding the reliability of components to carry out a required function under given conditions over a certain period of time

2. The ease with which maintenance (Maintainability) of service components can be carried out

3. Negotiating availability levels with customers

Which of these is correct?A Only 2 & 3B Only 1 & 2C 1, 2 & 3D Only 1 & 3

Note ! 1 is definitely correct and 3 is definitely wrong (SLM)2 is disguised!!!!

Slide 13

Exam Questions

• Percentage availability is calculated as:

A DT * 100 C (AST – DT) * 100------------- ---------------------- AST AST

B AST * 100 D AST------------- --------------------- DT (AST – DT) * 100

Note! It just is – Remember it! Treat it as a gift (100 – 20) * 100

------------ = 80% 100

Slide 14

Exam Questions

• In Availability Management terms, what do the letters CIA stand for?

A Component Impact Analysis (ITSCM)

B Confidentiality, Integrity, Availability

C Configuration Item Availability

D Central Intelligence Agency (A contradiction in terms)

Slide 15

Exam Questions

• Managing service availability is now more important than ever because ……

A The dependence (Reliability – prevention of failure) of customers on their IT has grown

B System Management tools can now provide much more real time performance management information

C More IT systems are outsourced

D More service providers now have Service Level Agreements with their customers