Availability Management
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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.
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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