Availability Management

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What is Availability Management?

The ITIL process that ensures all SLA availability targets are designed and delivered (reactive and proactive)

What does good look like?

  • Good control over Service Availability
    • End to end service - from IT technology to customer
  • Good control over Component Availability
    • All the parts of Service Availability - Technology, skills, resources
  • Understanding of all SLA availability related targets
  • Overview of all SLA availability related changes
  • Good dialog with customers to understand Vital Business Functions (vital for customers to do their jobs)

Video of ITIL Availability Management

Orientation workshop for your organisation

  • Who is the Availability Manager? Several?
  • Where is an overview of SLA availability targets?
  • How are Vital Business Functions gathered?
  • What can be improved in this area?
  • Are there any Operational Level Agreements in use?
  • Where can an overview of the OLA be found?

Simple as possible work description for a Service Portfolio Manager

  • Design Availability delivery to cover all SLA needs
  • Hold Vital Business Functions meetings with customers
  • Be an escalation point for all Availability related incidents and problems
  • Work with Service Level Managers to cover SLA targets