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Availability Management

Introductions

Program

09.00 Start

10.30 Morning tea / coffee

12.30 Lunch

15.00 Afternoon tea / coffee

17.00 End

Day Objectives

Understanding of the Availability Management process and its activities.

Good understanding of the relationships with other IT Service Management processes.

Ability to execute the Availability Management activities.

Why Service Management?

Business more and more dependent on IT

Complexity of technology increases

Customers demand more

Environment becomes more competitive

Focus on controlling costs of IT

Low customer satisfaction

Service Management?= The Objective Tree =

The Functionally Oriented Organization

the lines decide

The Process Driven Organization

the processes decide

IT Service Management (ITSM) Focus

Questions?

ITIL Service Management

Availability Management?= Goal of the process =

is the process of optimising the capability of the ?IT infrastructure and supporting the organisation to deliver a cost effective and sustained level of availability ?that enables the business to satisfy its objectives.

Availability Management?= Activities: prevent downtime =

Availability Management?= Activities: prevent downtime =

the basics

Availability Management?= Activities: prevent downtime =

The 4 research areas ?

Availability

optimal availability of IT service provision

Reliability

reliability of an IT service and individual components

Serviceability

external contracts on (preventive) maintenance, support and recovery of components

Maintainability / Recoverability

internal contracts on (preventive) maintenance, support and recovery of components

Availability Management?= Activities: prevent downtime =

The research areas provide insight in and grip on:

Availability Management?= Activities: prevent downtime =

Availability

interface with Service Level Management regarding the Service Catalogue, the S.I.P. and the S.Q.P.

“collection point”: availability is deducted from the collected data from Reliability, Maintainability and Serviceability

assurance of the operational availability of IT services

through little downtime and quick recovery

planning of the demanded availability of IT services

therefore also initiate changes for improvement of availability

Availability Management?= Activities: prevent downtime =

Availability Management?= Activities: prevent downtime =

Reliability

determine the reliability / stability of an IT service

availability without disturbances during an agreed period of time

determine the reliability / stability of individual components

resilience = importance of component x vulnerability of component

the ability of a service or component to remain functional despite the dysfunction of one or multiple subsystems

SPOF: Single Points Of Failure (in case of singular implementation of a component)

Mean Time Between Failures + Mean Time Between System Incidents

study the reliability of new components to be purchased

Availability Management?= Activities: prevent downtime =

Serviceability

ensure that all supporting external contracts regarding maintenance and recovery meet the set demand

manage the contracts (and therefore monitor the contractual agreements)

the contracts state what the agreed support needs to be regarding the outsourced part of IT service provision

when a supplier is responsible for a complete IT service then Serviceability and Availability coincide

Availability Management?= Activities: prevent downtime =

Maintainability / Recoverability

ensure the possibility of keeping operational or recovering an IT service

preventative maintenance and periodical inspections

(auto-)detection, (auto-)diagnosis of failures

resolving failures and consequent recovery / restoration of the IT service provision?

Availability Management?= Activities: prevent downtime =

In a nutshell:

Planning

identify availability demand ( SLM)

define / design availability

define / design maintainability / recoverability

points of attention security

manage maintenance activities

Control

monitor and report

draw up availability plan(s)

Questions?

Availability Management?= Planning: methods and concepts =

Define / design availability

CFIA – Component Failure Impact Analysis

Availability Management?= Planning: methods and concepts =

Define / design availability

FTA – Fault Tree Analysis

Availability Management?= Planning: methods and concepts =

Define / design maintainability / recoverability

SOA – System Outage Analysis

investigate the causes of failures

suggest and implement improvements

broad scope of investigation:

infrastructure

processes

procedures

cultural aspects

approach from customer’s point of view

shared approach by representatives of customer(s) and IT service provider

Availability Management?= Planning: methods and concepts =

Define / design maintainability / recoverability

TOP – Technical Observation Post

a specially formed task force

in case of insufficient or no support from a tool

exceeds DTP-boundaries: joint effort by development, testing and production?

aims at one specific topic concerning availability?

effective and efficient approach ensures quick and optimal results

Availability Management?= Control: monitor and report =

Downtime / Mean Time to Repair (MTTR)

is the mean time that a service is “off the air”

from the incident occurring until full recovery of the service

Availability Management?= Control: monitor and report =

Response Time

is the time frame between detection of the incident and the diagnosis of the failure

Availability Management?= Control: monitor and report =

Repair Time

is the time frame between the diagnosis of the failure and repairing / solving it

Availability Management?= Control: monitor and report =

Recovery Time

is the time frame between repairing / solving the failure and the actual “up and running” status of the service

Availability Management?= Control: monitor and report =

MTBF: Mean Time Between Failures

is the (mean) time that a service is operational

“uptime”

Availability Management?= Control: monitor and report =

MTBS: Mean Time Between System Incidents

is the (mean) time between two system incidents

Availability Management?= Control: monitor and report =

Calculating Availability

based on MTTR, MTBF and MTBS / MTBSI, availability agreements are made with the customer and recorded in the SLA?

check from time to time whether the actual availability meets the agreed demand:

Availability Management?= Costs, Points of Attention, Advantages =

Higher availability = higher costs

Availability Management?= Costs, Points of Attention, Advantages =

Costs

P ersonnel

reporting, contract management, DB management, …

A ccommodation

also for physical storage of process documents, …

S oftware tools for monitoring, analysis, reporting

H ardware Availability Management DB-input & output, …

E ducation

ITIL Master Class / ITSM Practitioner, …

P rocedures

designing & managing Availability Management

Availability Management?= Costs, Points of Attention, Advantages =

Points of Attention

expectations are too high (especially in the starting phase)

defining the right availability values is often new for an organisation

lack of experience and skills

right knowledge of the IT infrastructure (width and depth of the CMDB)

control of and dependency on internal and external suppliers

the balance in costs between availability and non availability is difficult to indicate

management commitment

Availability Management?= Costs, Points of Attention, Advantages =

Advantages

single point of contact for availability questions

proactive approach of the organisation

ensure a measurable availability

optimal IT availability through

effective planning

optimal organisation, delivery and management of IT services

constant guarding (and if necessary adjustment) of availability values

optimal management of costs

insight in and grip on underpinning contracts

correct data for Service Level Management

Questions?

Availability Management ?= Functionally Oriented vs. Process Driven =

Availability Management:?Q & A

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