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Availability Management
Availability is usually calculated based on a model involving the Availability Ratio and techniques such as Fault Tree Analysis, and includes the following elements:

Serviceability where a service is provided by a 3rd party organisation, this is the expected availability of a component.

Reliability the time for which a component can be expected to perform under specific conditions without failure.

Recoverability the time it should take to restore a component back to its operational state after a failure.

Maintainability the ease with which a component can be maintained, which can be both remedial and preventative.

Resilience the ability to withstand failure.

Security the ability of components to withstand breaches of security.


Availability Management and IT Security

IT Security is an integral part of Availability Management, this being the primary focus of ensuring IT infrastructure continues to be available for the provision of IT Services.

Some of the above elements are really the outcome of performing a risk analysis to identify any resilience measures to be put in place, identifying just how reliable elements are and how many problems have been caused as a result of system failure.

The risk analysis also recommends controls to improve availability of IT infrastructure such as development standards, testing, physical security, the right skills in the right place at the right time, etc..

Availability Management Overview

Mission Statement
Optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of service availability that meets business requirements.

Process Goal
Achieve the process mission by implementing:
ITIL-aligned Availability Management policies, processes and procedures
Dedicated Availability Management Process Owner
Holistic management of IT service availability versus independent technical silos
Actions to ensure availability levels meet established service level targets
Service Improvement Projects (SIPs) to address availability
shortfalls and concerns
Actions to proactively seek availability improvements where needed
Actions to ensure appropriate levels of availability have been built into new IT solutions

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
Maintaining Availability And Reliability Of IT services
Providing Availability Cost Effectively
Proactively Addressing Availability Improvements Where Needed

Key Activities
The key activities for this process are:
Determine availability requirements
Compile availability plans
Monitor availability
Monitor maintenance obligations
Provide management information about Incident management quality and operations
Continued on next page


Availability Management, Continued

Key Performance Indicators (KPIs) Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Maintaining Availability and Reliability Of IT Services

Number of incidents caused by hardware failures
Number of incidents caused by maintenance failures
Number of incidents caused by resilience failures
Number of incidents caused by security failures
Number of incidents caused by operational failures
Number of incidents caused by application failures
Number of incidents caused by data issues/problems
Number of incidents caused by lack of support skills
Number of incidents caused by customer actions

Providing Availability Cost Effectively

Percentage of delivery cost per customer related to availability activities
Percentage of delivery cost per customer related to resiliency measures implemented

Proactively Addressing Availability Improvements Where Needed

Number of Service Improvement Initiatives (SIPs) in place
Number of SIPs completed on time
Number of SIPs not yet staffed/started


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