The primary goal of Availability Management is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner.
Other objectives include providing the capabilities to:
* Produce and maintain an up-to-date Availability Plan
* Provide advice and guidance
* Ensure availability achievements meet or exceed agreed targets
* Assist with diagnosis and resolution of availability related incidents and problems
* Assess impact of all changes on the Availability Plan
* Ensure frequent proactive measures are taken to optimize and improve the availability of services are implemented where it is cost-justifiable.
Why could users be happy with a 60 minute outage and yet be unhappy with 30 minute outage?
1: 30min outage during peak time, overtime being paid to staff, urgent report required.
2: 60min outage on weekend, holiday, off peak, when service not required.
3: 30min outage on critical IT Service, 60min outage on non-critical IT Service.
4: 30mins unplanned outage, 60min planned outage (e.g. maintenance).
For a consumer/user of an IT Service, its Availability and Reliability can directly influence both the perception and satisfaction of the overall IT Service provision. However, when disruptions are properly communicated and managed effectively, the impact on the user population’s experience can be significantly reduced.