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1、AvailabilityManagement Goal PrimaryObjective TooptimisethecapabilityoftheITinfrastructureandsupportingorganisationstodeliveracosteffectiveandsustainedlevelofavailabilitythatenablesthebusinesstosatisfyitsobjectives Principles Availabilityisatthecoreofbusiness endusersatisfactionWhenthingsgowrong itis
2、stillpossibletoachievebusiness endusersatisfactionImprovingavailabilitybeginswhenitisunderstoodhowITservicesintegratewithandsupportthebusiness WhyAvailabilityManagement ToensureservicesareavailablewhenthecustomerneedsthemInfluencesBusinessDemandCostrequiredtomeetdemandComplexityofITInfrastructureLev
3、elsofRedundancyReliabilityoftheInfrastructureLevelofMaintenanceProcessesandproceduresusedbyServicesHumanFactorsSkillsets Responsibilities DetermineavailabilityrequirementsinbusinesstermsPredictanddesignforexpectedlevelsofavailabilityOptimiseavailabilitythroughmonitoringandreportingProduceAvailabilit
4、yPlan LongtermforproactiveimprovementEnsureSLAsaremetandmonitorOLA UCavailabilityobligationsManageServiceOutageAnalysis SOA Produceandmaintain ComponentFailureImpactAnalysis CFIA FaultTreeAnalysis FTA Considerations AvailabilityReliabilityMaintainabilityServiceabilityResilience RelatedtoResourceCapa
5、cityManagementSecurity Confidentiality Integrity Availability CIA ManagedthroughOLAs ManagedthroughUCs ITAMM ITAvailabilityMetricsModel RangeofmetricsandperspectivesthatshouldbeconsideredwhenestablishingMeasurementandReportingMeasurementsneedtobemeaningfulandaddvalueConsiderWHATyoumeasureandHOWyoure
6、portit ExpandedIncident lifecycle Incident Detection Diagnosis Repair Recovery Restoration Incident DOWNTIMEorMeanTimeToRepair M TTR UPTIMEorMeanTimeBetweenFailures M TBF Timebetweensystemincidents M TBSI Time CalculatingAvailability Availability Furtherconsiderations ComponentsinseriesorparallelWei
7、ghtingpernumberofusersaffectedWeightingpercriticalityperiod AST DT AST X100 MeasuringAvailability MeasurementsneedtobemeaningfulandaddvaluetotheITandbusinessorganisation Itwouldbenecessarytoconsiderbothwhatismeasuredandhowitisreported Benefits Servicesaredesignedandmanagedtomeetspecifiedbusinessavai
8、labilityrequirementsShortfallsinlevelsofavailabilityareidentifiedandcorrectiveactionstakenFrequencyanddurationofITfailuresisreducedAvailabilitylevelsaremeasuredtofullysupportServiceLevelManagementBUSINESSVALUE EffectiveAvailabilityManagementwillinfluencecustomersatisfactionanddeterminetheperceivedRe
9、liabilityofthebusinessonthemarket ExamTips RemembertheABILITYRELIABILITYMAINTAINABILITYSERVICEABILITYButNOTVULNERABIILITY ITSCM CIA Confidentiality IntegrityandAvailability ExamQuestions AvailabilityManagementisresponsiblefor Understandingthereliabilityofcomponentstocarryoutarequiredfunctionundergiv
10、enconditionsoveracertainperiodoftimeTheeasewithwhichmaintenance Maintainability ofservicecomponentscanbecarriedoutNegotiatingavailabilitylevelswithcustomersWhichoftheseiscorrect AOnly2 3BOnly1 2C1 2 3DOnly1 3Note 1isdefinitelycorrectand3isdefinitelywrong SLM 2isdisguised ExamQuestions Percentageavai
11、labilityiscalculatedas ADT 100C AST DT 100 ASTASTBAST 100DAST DT AST DT 100Note Itjustis Rememberit Treatitasagift 100 20 100 80 100 ExamQuestions InAvailabilityManagementterms whatdothelettersCIAstandfor AComponentImpactAnalysis ITSCM BConfidentiality Integrity AvailabilityCConfigurationItemAvailab
12、ilityDCentralIntelligenceAgency Acontradictioninterms ExamQuestions Managingserviceavailabilityisnowmoreimportantthaneverbecause AThedependence Reliability preventionoffailure ofcustomersontheirIThasgrownBSystemManagementtoolscannowprovidemuchmorerealtimeperformancemanagementinformationCMoreITsystemsareoutsourcedDMoreserviceprovidersnowhaveServiceLevelAgreementswiththeircustomers
