Availability Management: Difference between revisions
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== ITIL Availability Management: Overview == | |||
'''Process Objective''': To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets. | '''Process Objective''': To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets. | ||
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'''Part of''': [[ITIL V3 Service Design|Service Design]] | '''Part of''': [[ITIL V3 Service Design|Service Design]] | ||
'''Process Owner''': [[Roles | '''Process Owner''': [[Availability Management#ITIL Roles in Availability Management|Availability Manager]] | ||
==ITIL | == ITIL Availability Management: Process Definition == | ||
[[Image:Availability-management.jpg|thumb=overview_availability_management_itilv3_thumb.jpg|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_availability_management_itilv3.pdf ITIL Availability Management]]] | |||
There are no major differences between Availability Management in ITIL V2 and ITIL V3. | |||
The following sub-processes are part of [[Availability Management|Availability Management according to ITIL V3]]: | |||
<br style="clear:both;"/> | |||
=== Sub-Processes === | |||
;Design Services for Availability | ;Design Services for Availability | ||
:Process Objective: To design the procedures and technical features required to fulfill the agreed availability levels. | :Process Objective: To design the procedures and technical features required to fulfill the agreed availability levels. | ||
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:Process Objective: To provide other Service Management processes and IT Management with information related to service and component availability. This includes comparing achieved vs. agreed availability and the identification of areas where availability must be improved. | :Process Objective: To provide other Service Management processes and IT Management with information related to service and component availability. This includes comparing achieved vs. agreed availability and the identification of areas where availability must be improved. | ||
== | ===== Downloads ===== | ||
* [[ITIL KPIs Service Design#ITIL KPIs Availability Management|KPIs Availability Management]] | |||
Use the following links to open the process overview of Availability Management showing the most important interfaces: | |||
* [[Media:Availability-management.jpg|ITIL Availability Management (.JPG)]] | |||
* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_availability_management_itilv3.pdf ITIL Availability Management (.PDF)]'' | |||
=== ITIL Terms: Availability Management === | |||
;<span id="Availability Design Guidelines">Availability Design Guidelines</span> | |||
:The Availability Design Guidelines define from a technical point of view how the required availability levels can be achieved, including specific instructions for application development and for externally sourced infrastructure components. | |||
;<span id="Availability Guidelines for the Service Desk">Availability Guidelines for the Service Desk</span> | |||
:Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents. | |||
;<span id="Availability Management Information System">Availability Management Information System</span> | |||
:A virtual repository of all Availability Management data, usually stored in multiple physical locations. | |||
;<span id="Availability Plan">Availability Plan</span> | |||
:The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability. | |||
;<span id="Availability ITSCM Security Testing Schedule">Availability/ ITSCM/ Security Testing Schedule</span> | |||
:A schedule for the regular testing of all availability, continuity and security mechanisms, jointly maintained by Availability, IT Service Continuity and IT Security Management. | |||
;<span id="Availability Report">Availability Report</span> | |||
:The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability. | |||
;<span id="SOP">Maintenance Plan/ SOP</span> | |||
:A plan produced by Availability Management to define frequency and scope of preventative maintenance for service-critical applications and infrastructure components under control of Availability Management. Maintenance Plans are sometimes known as '''Standard Operating Procedures'''. | |||
;<span id="Recovery Plan">Recovery Plan</span> | |||
:Recovery Plans are created mainly by Availability and IT Service Continuity Management. The plans contain detailed instructions for returning services to a working state. | |||
;<span id="Test Report">Test Report</span> | |||
:A report of the preparation, progress and evaluation of a test, created for example during the various tests carried out by Availability, IT Service Continuity or IT Security Management. | |||
== Additional Information on Availability Management == | |||
==== ITIL KPIs ==== | |||
* [[ITIL KPIs Service Design#ITIL KPIs Availability Management|Key Performance Indicators (KPIs) Availability Management]] | |||
==== ITIL Roles in Availability Management ==== | |||
;Availability Manager - Process Owner | |||
:The Availability Manager is responsible for defining, analysing, planning, measuring and improving all aspects of the availability of IT services. | |||
:He is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed service level targets for availability. | |||
<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Design|Service Design]] > [[Availability Management|Availability Management]]</small></i> | |||
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[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Design|Availability Management]][[Category:Availability Management|!]] | |||
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Revision as of 10:27, 13 July 2011
<seo metakeywords="availability management, itil availability management, availability management itil, availability management process, availability itil v3" metadescription="Availability Management: ITIL process definition - subprocesses - Additional information on ITIL Availability Management." />
ITIL Availability Management: Overview
Process Objective: To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.
Part of: Service Design
Process Owner: Availability Manager
ITIL Availability Management: Process Definition
There are no major differences between Availability Management in ITIL V2 and ITIL V3.
The following sub-processes are part of Availability Management according to ITIL V3:
Sub-Processes
- Design Services for Availability
- Process Objective: To design the procedures and technical features required to fulfill the agreed availability levels.
- Availability Testing
- Process Objective: To make sure that all availability, resilience and recovery mechanisms are subject to regular testing.
- Availability Monitoring and Reporting
- Process Objective: To provide other Service Management processes and IT Management with information related to service and component availability. This includes comparing achieved vs. agreed availability and the identification of areas where availability must be improved.
Downloads
Use the following links to open the process overview of Availability Management showing the most important interfaces:
ITIL Terms: Availability Management
- Availability Design Guidelines
- The Availability Design Guidelines define from a technical point of view how the required availability levels can be achieved, including specific instructions for application development and for externally sourced infrastructure components.
- Availability Guidelines for the Service Desk
- Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents.
- Availability Management Information System
- A virtual repository of all Availability Management data, usually stored in multiple physical locations.
- Availability Plan
- The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability.
- Availability/ ITSCM/ Security Testing Schedule
- A schedule for the regular testing of all availability, continuity and security mechanisms, jointly maintained by Availability, IT Service Continuity and IT Security Management.
- Availability Report
- The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.
- Maintenance Plan/ SOP
- A plan produced by Availability Management to define frequency and scope of preventative maintenance for service-critical applications and infrastructure components under control of Availability Management. Maintenance Plans are sometimes known as Standard Operating Procedures.
- Recovery Plan
- Recovery Plans are created mainly by Availability and IT Service Continuity Management. The plans contain detailed instructions for returning services to a working state.
- Test Report
- A report of the preparation, progress and evaluation of a test, created for example during the various tests carried out by Availability, IT Service Continuity or IT Security Management.
Additional Information on Availability Management
ITIL KPIs
ITIL Roles in Availability Management
- Availability Manager - Process Owner
- The Availability Manager is responsible for defining, analysing, planning, measuring and improving all aspects of the availability of IT services.
- He is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed service level targets for availability.
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