AVM Mindmap v4
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Paul James BirchallAVM Mindmap v4
Uploaded by
Paul James BirchallCopyright The Art of Service
assemble &analyse data from other processes attend Change Advisory Board meetings implements policies of Security Management steers other Service Management processes in order to guarantee agreed availability contributes to establishment of SLAs (see activities) Availability Manager
Objectives
To optimise the capability of the IT Infrasstructure, services and supporting organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives
Roles
[C]ause [R]eports [A]nalysis Determine Availability Requirements
delivering right availability for customer needs Constant striving to improve the availability Higher Customer Satisfaction In case of a disruption corrective action will be undertaken In case of a disruption corrective action will be undertaken
Design Design for Availability
Benefits Activities
Design the Recovery [P]lanning Security issues Other Considerations Maintenance management confidentiality integrity availability
Total non-operational period within agreed service times Mean period between when service operational and not Mean period between incident start and solution Mean period between incident start and service restoration When functional unit stpos providing required function IT Service characteristic masking effects of IT component failure to user IT operation characteristic masking effects of planned downtime to user IT Service characteristic minimising or masking effects of all failures and planned downtime to user Availability of IT Service or component to perform as required at stated instant or over stated period freedom from operational failure Ability of IT component to operate when sub components have failed Ability to maintain or restore service or component to ensure delivery of required functionality Ability of third parties to ensure the availability of the services they interface with Component Failure Impact Assessment Fault Tree Analysis CCTA Risk Analysis and Management Methodology Systems Outage Analysis CFIA FTA CRAMM SOA
Down time Mean Time Between Failures (MTBF) Mean Time To Repair (MTTR) Mean Time to Restore Services (MTRS) Fault, Failure High Availability [U]navailability [N]eeds [I]mpact [T]argets
Developing the Availability Plan
In Service Desk Out In Incident Management Out In Problem Management Out In Change Management Out In Release Management Out In
Report of availability related survey responses Explanations of unacceptable availability Reports on availability-related incidents Explanations of unacceptable availability Report of availability-related problems and known errors Availabilty reports to indicate cuurent or future problems RFCs for evaluation RFCs Release notifications Release timing considerations to minimise impact on availability CI Information Availability information stored in CMDB Security Policy and Security audit reports Availability reporting and planning Service level requirements SLAs, OLAs & UCs Availability Reporting for planned vs actual comparison Maintenance Requirements Capacity reporting and planning Availability reporting and planning ITSCM Plan Availability requirements for ITSCM planning Actual costs cost estimates
Continuous Operation
Continuous Availability
Availability Management
Terminology
Availability Reliability Resilience Maintainability
Serviceability Configuration Management
Relationships
Measuring and reporting
Out In
Security Management
Out In
Service Level Management The total downtime per service Time it takes to recover from an incident The availability of the services The improvement of the availability of the IT services Out
KPIs
Capacity Management
In Out In IT Service Continuity Management
Unclear business requirements for IT service availability No contract to specify agreed service availabilities Lack of commitment to the process Definitions of available and downtime misunderstood
Problems
Financial Management
Out In Out
