1. Slide 1 Availability Management

2. Slide 2 Goal – Primary Objective To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives

3. Slide 3 Principles Availability is at the core of business & end user satisfaction When things go wrong, it is still possible to achieve business & end user satisfaction Improving availability begins when it is understood how IT services integrate with and support the business

4. Slide 4 Why Availability Management To ensure services are available when the customer needs them Influences ► Business Demand ► Cost required to meet demand Complexity of IT Infrastructure ► Levels of Redundancy ► Reliability of the Infrastructure ► Level of Maintenance Processes and procedures used by Services Human Factors ► Skill sets

5. Slide 5 Responsibilities Determine availability requirements in business terms Predict and design for expected levels of availability Optimise availability through monitoring and reporting Produce Availability Plan – Long term for proactive improvement Ensure SLAs are met and monitor OLA/UC availability obligations Manage Service Outage Analysis (SOA) Produce and maintain: - Component Failure Impact Analysis (CFIA) - Fault Tree Analysis (FTA)

6. Slide 6 Considerations Availability Reliability Maintainability Serviceability Resilience - Related to Resource Capacity Management Security - Confidentiality, Integrity, Availability (CIA) Managed through OLAs Managed through UCs

7. Slide 7 ITAMM – IT Availability Metrics Model Range of metrics and perspectives that should be considered when establishing Measurement and Reporting Measurements need to be meaningful and add value Consider WHAT you measure and HOW you report it

8. Slide 8 Expanded Incident ‘lifecycle’ IncidentDetectionDiagnosisRepairRecoveryRestorationIncident DOWNTIME or MeanTime To Repair (M)TTR UPTIME or MeanTime Between Failures (M)TBF Time between system incidents (M)TBSI Time

9. Slide 9 Calculating Availability % Availability = Further considerations: Components in series or parallel Weighting per number of users affected Weighting per criticality period AST - DT AST X 100 Measuring Availability Measurements need to be meaningful and add value to the IT and business organisation. It would be necessary to consider both what is measured and how it is reported

10. Slide 10 Benefits Services are designed and managed to meet specified business availability requirements Shortfalls in levels of availability are identified and corrective actions taken Frequency and duration of IT failures is reduced Availability levels are measured to fully support Service Level Management BUSINESS VALUE! ► Effective Availability Management will influence customer satisfaction and determine the perceived Reliability of the business on the market

11. Slide 11 Exam Tips Remember the ABILITY RELIABILITY MAINTAINABILITY SERVICEABILITY But NOT VULNERABIILITY (ITSCM) CIA (Confidentiality, Integrity and Availability) AM

12. Slide 12 Exam Questions Availability Management is responsible for ……….. 1.Understanding the reliability of components to carry out a required function under given conditions over a certain period of time 2.The ease with which maintenance (Maintainability) of service components can be carried out 3.Negotiating availability levels with customers Which of these is correct? AOnly 2 & 3 BOnly 1 & 2 C1, 2 & 3 DOnly 1 & 3 Note ! 1 is definitely correct and 3 is definitely wrong (SLM) 2 is disguised!!!!

13. Slide 13 Exam Questions Percentage availability is calculated as: ADT * 100C (AST – DT) * 100 ------------- ---------------------- AST AST BAST * 100D AST ------------- --------------------- DT (AST – DT) * 100 Note! It just is – Remember it! Treat it as a gift (100 – 20) * 100 ------------= 80% 100

14. Slide 14 Exam Questions In Availability Management terms, what do the letters CIA stand for? AComponent Impact Analysis (ITSCM) BConfidentiality, Integrity, Availability CConfiguration Item Availability DCentral Intelligence Agency (A contradiction in terms)

15. Slide 15 Exam Questions Managing service availability is now more important than ever because …… AThe dependence (Reliability – prevention of failure) of customers on their IT has grown BSystem Management tools can now provide much more real time performance management information CMore IT systems are outsourced DMore service providers now have Service Level Agreements with their customers