Availability Management - ITIL V2

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ITIL V2 Availability Management

ITIL Version: ITIL V2 see also Availability Management - ITIL V3

Process-Objective: Availability Management allows IT Organisations to sustain the availability of the IT infrastructure in order to meet the agreed Service Levels defined in SLAs. It constantly monitors the achieved availability levels and where necessary, undertakes corrective measures.

Part of: Service Delivery

Process Owner: Availability Manager



Overview of Availability Management

Define Guidelines for High Availability

  • Process objective: Definition of guidelines for applications and infrastructure components, so that these can be taken into consideration at an early stage (e.g. during their development or acquisition).

Identify Need for Action with Regards to Availability

  • Process objective: Analysis of availability levels required within the SLAs, and identification of areas within the IT infrastructure where action is needed in order to ensure sufficiently high availability.

Compile Availability Improvement Plan

  • Process objective: Design of concrete suggestions for measures aimed at the increase in availability, based on previously identified needs for action; compilation of corresponding RFCs.

Commission Measures for the Increase in Availability

  • Process objective: After the successful clearance of the Change, the implementation planning is to be detailed; subsequently the implementation is commissioned to suitable technical experts within Application or Infrastructure Management.

Monitor Availability

  • Process objective: Monitoring of the availabilities agreed within the SLAs and where necessary, identification of needs for action for ensuring the agreed Service Levels.

Carry out Availability Reporting

  • Process objective: Reporting on the adherence to availability agreements, and on counter-measures for the correction to occurred infringements or projected availability issues.

Involved Roles

  • Availability Manager: In ITIL V2 the Availability Manager ensures the sufficient availability of the IT Infrastructure, so that the availability-levels agreed in the SLAs can be adhered to. He ensures the regular measurement of availability, and when necessary the undertaking of measures for its improvement.

Related Checklists and KPIs



Related ITIL Glossary Terms