Availability Management: Difference between revisions

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==<span id="ITIL Availability Management">Overview</span>==
'''<span id="Overview">Objective:</span>''' <html><span itemprop="description"><i><span itemprop="alternativeHeadline">ITIL <span itemprop="name Headline">Availability Management</span></span></i>  aims 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..</span></p>
 
<p><b>Part of</b>: <a itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" title="ITIL Service Design">Service Design</a></html>
'''Objective''': ''ITIL Availability Management'' aims 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''': [[ITIL V3 Service Design|Service Design]]


'''Process Owner''': [[Availability Management#Availability Manager|Availability Manager]]
'''Process Owner''': [[Availability Management#Availability Manager|Availability Manager]]
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== Process Description ==
==Process Description==


There are no major differences between Availability Management in ITIL V3 (2007) and ITIL 2011.
[[Image:Availability-management.jpg|right|thumb|375px|alt=Availability Management ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_availability_management_itilv3.pdf ITIL Availability Management]]]
[[Image:Availability-management.jpg|right|thumb|375px|alt=Availability Management ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_availability_management_itilv3.pdf ITIL Availability Management]]]
There are no major differences between Capacity Management in ITIL V3 (2007) and ITIL 2011.


Following the introduction of Design Coordination in '''''ITIL 2011''''' the information flows have been adapted. The process overview of [[Media:Availability-management.jpg|ITIL Availability Management (.JPG)]] is showing the most important interfaces (see Figure 1).
Following the introduction of Design Coordination in '''''ITIL 2011''''' the information flows have been adapted. The process overview of [[Media:Availability-management.jpg|ITIL Availability Management (.JPG)]] is showing the most important interfaces (see Figure 1).
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<p>&nbsp;</p>
<p>&nbsp;</p>


== Sub-Processes ==
==Sub-Processes==
 
These are the ITIL Availability Management sub-processes and their process objectives:
 
<p>&nbsp;</p>
 
;<span id="Availability Management Design">Design Services for Availability</span>
:Process Objective: To design the procedures and technical features required to fulfill the agreed availability levels.
 
;<span id="Availability Management Testing">Availability Testing</span>
:Process Objective: To make sure that all availability, resilience and recovery mechanisms are subject to regular testing.
 
;<span id="ITIL Availability Management Reporting">Availability Monitoring and Reporting</span>
: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.


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<p><span itemprop="name" content="Availability Management sub-processes:">These are the <strong class="selflink">ITIL Availability Management</strong> sub-processes and their process objectives:</span>
</p>
<p>&#160;</p>
<p><b><span id="Availability_Management_Design" itemprop="itemListElement">Design Services for Availability</span></b>
</p>
<ul><li itemprop="description">Process Objective: To design the procedures and technical features required to fulfill the agreed availability levels.
</li></ul>
<p><br />
</p><p><b><span id="Availability_Management_Testing" itemprop="itemListElement">Availability Testing</span></b>
</p>
<ul><li itemprop="description">Process Objective: To make sure that all availability, resilience and recovery mechanisms are subject to regular testing.
</li></ul>
<p><br />
</p><p><b><span id="ITIL_Availability_Management_Reporting" itemprop="itemListElement">Availability Monitoring and Reporting</span></b>
</p>
<ul><li itemprop="description">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.
</li></ul>
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<p>&nbsp;</p>
<p>&nbsp;</p>


== Definitions ==
== Definitions ==


The following ITIL terms and acronyms (''information objects'') are used in ITIL Availability Management to represent process outputs and inputs:
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<p>&nbsp;</p>
<p><span itemprop="name">The following <a href="/index.php/ITIL%20Glossary#ITIL%20Glossary%20A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in the ITIL Availability Management process to represent process outputs and inputs:</span>
 
</p>
;<span id="Availability Design Guidelines">Availability Design Guidelines</span>
<p>&#160;</p>
:The [[Availability Management#Availability Management Design|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.  
<p><b><span id="Availability_Design_Guidelines" itemprop="itemListElement">Availability Design Guidelines</span></b>
 
</p>
;<span id="Availability Guidelines for the Service Desk">Availability Guidelines for the Service Desk</span>
<ul><li itemprop="description">The <a href="/index.php/Availability_Management#Availability_Management_Design" title="Availability Management">Availability Design</a> 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.
:Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents.  
</li></ul>
 
<p><br />
;<span id="Availability Management Information System">Availability Management Information System</span>
</p><p><b><span id="Availability_Guidelines_for_the_Service_Desk" itemprop="itemListElement">Availability Guidelines for the Service Desk</span></b>
:A virtual repository of all Availability Management data, usually stored in multiple physical locations.  
</p>
 
<ul><li itemprop="description">Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents.
;<span id="Availability Plan">Availability Plan</span>
</li></ul>
:The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability.  
<p><br />
 
</p><p><b><span id="Availability_Management_Information_System" itemprop="itemListElement">Availability Management Information System</span></b>
;<span id="Availability ITSCM Security Testing Schedule">Availability/ ITSCM/ Security Testing Schedule</span>
</p>
:A schedule for the regular [[Availability Management#Availability Management Testing|testing of all availability]], continuity and security mechanisms, jointly maintained by [[Availability Management|Availability]], [[IT Service Continuity Management|IT Service Continuity]] and [[IT Security Management|Information Security Management]].  
<ul><li itemprop="description">A virtual repository of all Availability Management data, usually stored in multiple physical locations.
 
</li></ul>
;<span id="Availability Report">Availability Report</span>
<p><br />
:The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.  
</p><p><b><span id="Availability_Plan" itemprop="itemListElement">Availability Plan</span></b>
 
</p>
;<span id="Availability Management Rules">Event Filtering and Correlation Rules</span>
<ul><li itemprop="description">The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability.
:Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response. Event Filtering and Correlation Rules are typically used by Event Monitoring systems. Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered.
</li></ul>
: ''Note: The output "Event Filtering and Correlation Rules" has been added in ITIL 2011, to emphasize that (some) Event filtering and correlation rules should be designed by Availability Management to support the detection of availability issues.''
<p><br />
 
</p><p><b><span id="Availability_ITSCM_Security_Testing_Schedule" itemprop="itemListElement">Availability/ ITSCM/ Security Testing Schedule</span></b>
;<span id="SOP">Maintenance Plan/ SOP</span>
</p>
:Maintenance Plans are part of the operational documentation for applications and infrastructure components, which are sometimes known as ''Standard Operating Procedures (SOP)''. They define the frequency and scope of preventative maintenance. Maintenance Plans/ SOPs are typically extracted from [[Availability Management#Technical Manual|technical or administration manuals]] to define in a concise manner the tasks to be carried out as part of standard operations.
<ul><li itemprop="description">A schedule for the regular <a href="/index.php/Availability_Management#Availability_Management_Testing" title="Availability Management">testing of all availability</a>, continuity and security mechanisms, jointly maintained by <strong class="selflink">Availability</strong>, <a href="/index.php/IT_Service_Continuity_Management" title="IT Service Continuity Management">IT Service Continuity</a> and <a href="/index.php/IT_Security_Management" title="IT Security Management">Information Security Management</a>.
 
</li></ul>
;<span id="Recovery Plan">Recovery Plan</span>
<p><br />
:Recovery Plans are created mainly by Availability Management and IT Service Continuity Management. The plans contain specific instructions for returning specific services and/or systems to a working state, which often includes recovering data to a known consistent state.  
</p><p><b><span id="Availability_Report" itemprop="itemListElement">Availability Report</span></b>
 
</p>
;<span id="Technical Manual">Technical/ Administration Manual</span>
<ul><li itemprop="description">The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.
:A document describing the procedures required to run and maintain a type of application or infrastructure component.
</li></ul>
 
<p><br />
;<span id="Test Report">Test Report</span>
</p><p><b><span id="Availability_Management_Rules" itemprop="itemListElement">Event Filtering and Correlation Rules</span></b>
:A Test Report provides a summary of testing and assessment activities. A Test Report is created for example during Release tests in the Service Transition stage or during tests carried out by [[Availability Management|Availability]], [[IT Service Continuity Management|IT Service Continuity]] or [[IT Security Management|Information Security Management]].
</p>
 
<ul><li itemprop="description">Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response. Event Filtering and Correlation Rules are typically used by Event Monitoring systems. Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered.
</li><li><i>Note: The output "Event Filtering and Correlation Rules" has been added in ITIL 2011, to emphasize that (some) Event filtering and correlation rules should be designed by Availability Management to support the detection of availability issues.</i>
</li></ul>
<p><br />
</p><p><b><span id="SOP" itemprop="itemListElement">Maintenance Plan/ SOP</span></b>
</p>
<ul><li itemprop="description">Maintenance Plans are part of the operational documentation for applications and infrastructure components, which are sometimes known as <i>Standard Operating Procedures (SOP)</i>. They define the frequency and scope of preventative maintenance. Maintenance Plans/ SOPs are typically extracted from <a href="/index.php/Availability_Management#Technical_Manual" title="Availability Management">technical or administration manuals</a> to define in a concise manner the tasks to be carried out as part of standard operations.
</li></ul>
<p><br />
</p><p><b><span id="Recovery_Plan" itemprop="itemListElement">Recovery Plan</span></b>
</p>
<ul><li itemprop="description">Recovery Plans are created mainly by Availability Management and IT Service Continuity Management. The plans contain specific instructions for returning specific services and/or systems to a working state, which often includes recovering data to a known consistent state.
</li></ul>
<p><br />
</p><p><b><span id="Technical_Manual" itemprop="itemListElement">Technical/ Administration Manual</span></b>
</p>
<ul><li itemprop="description">A document describing the procedures required to run and maintain a type of application or infrastructure component.
</li></ul>
<p><br />
</p><p><b><span id="Test_Report" itemprop="itemListElement">Test Report</span></b>
</p>
<ul><li itemprop="description">A Test Report provides a summary of testing and assessment activities. A Test Report is created for example during Release tests in the Service Transition stage or during tests carried out by <strong class="selflink">Availability</strong>, <a href="/index.php/IT_Service_Continuity_Management" title="IT Service Continuity Management">IT Service Continuity</a> or <a href="/index.php/IT_Security_Management" title="IT Security Management">Information Security Management</a>.
</li></ul>
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<p>&nbsp;</p>
<p>&nbsp;</p>


== Checklists | KPIs ==
==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>==
* [[ITIL KPIs Service Design#ITIL KPIs Availability Management|Key Performance Indicators (KPIs) Availability Management]]
*[[ITIL KPIs Service Design#ITIL KPIs Availability Management|Key Performance Indicators (KPIs) Availability Management]]
* [[ITIL-Checklists#Checklists for Availability Management|Checklists Availability Management]]:
*[[ITIL-Checklists#Availability Management|Availability Management templates and checklists]]:
** [[Checklist Availability Improvement Plan]]
**[[Checklist Availability Improvement Plan]]
** [[Checklist Availability Report]]
**[[Checklist Availability Report]]


<p>&nbsp;</p>
<p>&nbsp;</p>


== Roles | Responsibilities ==
==Roles | Responsibilities==


;<span id="Availability Manager">Availability Manager - Process Owner</span>
'''<span id="Availability Manager">Availability Manager - Process Owner</span>'''
:The Availability Manager is responsible for defining, analyzing, 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.
*The Availability Manager is responsible for defining, analyzing, 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.


<p>&nbsp;</p>
<p>&nbsp;</p>


{| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
{| border="1" cellpadding="5" cellspacing="0" style="margin-left: auto; margin-right: auto; text-align:center;" valign="top"
|-
|-
| valign="top" colspan="6" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Availability Management'''
|style="vertical-align:top; text-align:center" colspan="6" style="background:#ffffdd;"| '''Responsibility Matrix: ITIL Availability Management'''
|-
|-
! width="50%" align="center" style="background:#ffffee;" | ITIL Role | Sub-Process
!tyle="background:#ffffee; width: 50%; text-align:center" | ITIL Role | Sub-Process
! style="background:#ffffee;" | [[Availability Management#Availability Manager|Availability Manager]]
! style="background:#ffffee;" | [[Availability Management#Availability Manager|Availability Manager]]
! style="background:#ffffee;" | Service Owner[[Availability Management#ITIL-Rollen|<small>[3]</small>]]
! style="background:#ffffee;" | Service Owner[[Availability Management#ITIL-Rollen|<small>[3]</small>]]
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! style="background:#ffffee;" | IT Operator[[Availability Management#ITIL Roles|<small>[3]</small>]]
! style="background:#ffffee;" | IT Operator[[Availability Management#ITIL Roles|<small>[3]</small>]]
|-
|-
| align="left" |[[#Availability Management Design|Design Services for Availability]]
|style="text-align:left;" |[[#Availability Management Design|Design Services for Availability]]
| A[[Availability Management#Accountable|<small>[1]</small>]]R[[Availability Management#Responsible|<small>[2]</small>]]
| A[[Availability Management#Accountable|<small>[1]</small>]]R[[Availability Management#Responsible|<small>[2]</small>]]
| R
| R
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| -
| -
|-
|-
| align="left" |[[#Availability Management Testing|Availability Testing]]
|style="text-align:left;" |[[#Availability Management Testing|Availability Testing]]
| AR
| AR
| -
| -
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| R
| R
|-
|-
| align="left" |[[#ITIL Availability Management Reporting|Availability Monitoring and Reporting]]
|style="text-align:left;" |[[#ITIL Availability Management Reporting|Availability Monitoring and Reporting]]
| AR
| AR
| -
| -
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<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within ITIL Availability Management.</span>
<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within ITIL Availability Management.</span>


<span id="ITIL Roles">[3] see [[Roles within ITIL V3|&#8594; Role descriptions ...]]</span>
<span id="ITIL Roles">[3] see [[ITIL Roles|&#8594; Role descriptions ...]]</span>


<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
==[ Infobox ]==
<html><table class="wikitable">
<tr>
<td>Link to this page:</td>
<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Availability_Management">https://wiki.en.it-processmaps.com/index.php/Availability_Management</a></td>
</tr>
<tr>
<td>Languages:</td>
<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Availability_Management" title="Availability Management">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_de_la_Disponibilidad" title="Gestión de la Disponibilidad">espa&#xf1;ol</a></span></td>
</tr>
<tr>
<td>Image:</td>
<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/3/3d/Availability-management.jpg" title="Availability Management">ITIL Availability Management (.JPG)</a></td>
</tr>
<tr>
<td>Author:</td>
<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
</tr>
</table>
<p><small>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Availability_Management#Process_Description" itemprop="url"><span itemprop="title">Process Description</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Availability_Management#Sub-Processes" itemprop="url"><span itemprop="title">Sub-Processes</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Availability_Management#Definitions" itemprop="url"><span itemprop="title">Definitions</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Availability_Management#Roles_.7C_Responsibilities" itemprop="url"><span itemprop="title">Roles</span></a>
</span>
</small></p>
</div><!-- end of schema.org/WebPage --><p></html>


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[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Design|Availability Management]][[Category:Availability Management|!]]
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Design|Availability Management]][[Category:Availability Management|!]]
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Revision as of 17:56, 21 December 2013

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DE - ES - Availability Managementdiese Seite auf Deutschesta página en español
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Objective: ITIL Availability Management aims 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

 

Process Description

There are no major differences between Availability Management in ITIL V3 (2007) and ITIL 2011.

Availability Management ITIL
ITIL Availability Management

Following the introduction of Design Coordination in ITIL 2011 the information flows have been adapted. The process overview of ITIL Availability Management (.JPG) is showing the most important interfaces (see Figure 1).

 

Sub-Processes

These are the ITIL Availability Management sub-processes and their process objectives:

 

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.

 

Definitions

The following ITIL terms and acronyms (information objects) are used in the ITIL Availability Management process to represent process outputs and inputs:

 

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


Availability Report

  • The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.


Event Filtering and Correlation Rules

  • Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response. Event Filtering and Correlation Rules are typically used by Event Monitoring systems. Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered.
  • Note: The output "Event Filtering and Correlation Rules" has been added in ITIL 2011, to emphasize that (some) Event filtering and correlation rules should be designed by Availability Management to support the detection of availability issues.


Maintenance Plan/ SOP

  • Maintenance Plans are part of the operational documentation for applications and infrastructure components, which are sometimes known as Standard Operating Procedures (SOP). They define the frequency and scope of preventative maintenance. Maintenance Plans/ SOPs are typically extracted from technical or administration manuals to define in a concise manner the tasks to be carried out as part of standard operations.


Recovery Plan

  • Recovery Plans are created mainly by Availability Management and IT Service Continuity Management. The plans contain specific instructions for returning specific services and/or systems to a working state, which often includes recovering data to a known consistent state.


Technical/ Administration Manual

  • A document describing the procedures required to run and maintain a type of application or infrastructure component.


Test Report

  • A Test Report provides a summary of testing and assessment activities. A Test Report is created for example during Release tests in the Service Transition stage or during tests carried out by Availability, IT Service Continuity or Information Security Management.

 

Templates | KPIs

 

Roles | Responsibilities

Availability Manager - Process Owner

  • The Availability Manager is responsible for defining, analyzing, 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.

 

Responsibility Matrix: ITIL Availability Management
ITIL Role | Sub-Process Availability Manager Service Owner[3] Applications Analys[3] Technical Analyst[3] IT Operator[3]
Design Services for Availability A[1]R[2] R R R -
Availability Testing AR - - - R
Availability Monitoring and Reporting AR - - - -

 

Remarks

[1] A: Accountable Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Availability Management process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within ITIL Availability Management.

[3] see → Role descriptions ...

 

 

[ Infobox ]

Link to this page:
Languages: English | Deutsch | español
Image: ITIL Availability Management (.JPG)
Author: , IT Process Maps   

 ›  ›  ›

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=Availability_Management&oldid=8225"