ITIL Service Design Availability Management – Flashcards

• To be the focal point for management of availability-related issues • Ensure that availability targets are set, measured, and achieved

• Produce and maintain availability plans reflecting the current and future needs of the business • Ensure that service availability achievements meet or exceed agreed targets • Assist with diagnosis and resolution of availability-related incidents and problems • Assess the impact of changes on the availability plan and availability of services • Advise and guide other areas of the business and IT • Implement cost-justifiable measures to improve the availability of services

• All operational services and technology, particularly those covered by SLAs • All new IT services and to existing services where SLRs or SLAs have been established • All supporting services and the partners and suppliers (both internal and external) that form the IT support organization as a precursor to the creation of formal agreements •IT services deemed to be business critical with or without an SLA

• Design, implementation, measurement, management, and improvement of IT service and component availability • Ensures that services and components are designed and delivered in line with business needs • Includes the availability of business processes • Availability drivers of future business plans and requirements • Service availability targets agreed in SLAs • Performance and availability of the IT infrastructure, data, applications, and the environment • Business impacts and priorities for services

Ability of am IT service or other configuration item to perform its agreed function when required.

Both, Reactive activities feed into Proactive activates

To ensure that all operational services meet their agreed availability targets, and that new or changed services are designed appropriately to meet their intended targets.

Service and Component Availability, which includes all aspects of their availability AND unavailability.

1. Availability 2. Reliability 3. Maintainability 4. Serviceability

Measures how long a configuration item or service can perform its agreed function without interruption

A measure of how quickly and effectively a configuration item or service can be restored

The ability of a third-party supplier to meet the terms of its contract, which includes Availability, Reliability and Maintainability

• Parts of the business process that are critical to success • Influence availability design and cost-effectiveness • The more vital the function, the higher level of resilience required • Availability requirements determined by the business, not IT

• High availability • Fault tolerance • Continuous operation • Continuous availability

- lf you don't measure it, you can't manage it. - lf you don't measure it, you can't improve it. - lf you don't measure it, you probably don't care. - lf you can't influence or control it, then don't measure it.

• What is the minimum available level of functionality of the service? • At what point is the service considered unavailable? • Where will a service be measured? • What are the relative weightings for partial service unavailability? • If one location or office is impacted, is the whole service considered unavailable, or is this considered to be partial unavailability?

- Frequency - Duration - Scope of impact

- Availability - Reliability - Maintainability

Design, Transaction, Operation