Availability has to be purchased before it can be sold! Component resilience at every point in the “end-to-end” delivery of services has to be developed before it can be promised to customers. 0.97 * 0.99 * 0.96 = 92.18% Component Failure Impact Analysis (CFIA) Technical Observation Post (TOP) Systems Outage Analysis (SOA) Decision Predefined process Stored Data Manual Operation Document While the concept of customer focused measurement of availability is critical; there is still a need to study individual components.
These ‘tools’ are useful in the field.
This flow chart prepared by The Art of Service as a representative example.
Errors and Omissions Excepted ITIL is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom
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