Availability Management Hendershott Consulting Inc Web Presence: www.hci-itil.com Email: len.hendershott@rogers.com Service Design – Section 4.4 – Availability Management
Availability Management Service Design – Section 4.4 – Availability Management
Availability Management Ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner. Service Design – Section 4.4 – Availability Management
Availability Management Ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner. • Provide subject matter expertise to organization in Availability practices and procedures • Risk assessment & management • Measurement methods • Testing for resilience & failover • Proactive improvement of service or component availability • Set and measure Availability against targets, ideally specified in SLAs • Maintain Availability Plan as a definitive, strategic document • Coordinate incidents in cooperation with Incident handling processes and staff Service Design – Section 4.4 – Availability Management
Availability Management Ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner. • Provide subject matter expertise to organization in Availability practices and procedures • Risk assessment & management • Measurement methods • Testing for resilience & failover • Proactive improvement of service or component availability • Set and measure Availability against targets, ideally specified in SLAs • Maintain Availability Plan as a definitive, strategic document • Coordinate incidents in cooperation with Incident handling processes and staff Service Design – Section 4.4 – Availability Management
Availability Management Principles • Service availability is a cornerstone of customer satisfaction and business success • Service availability is only as good as the weakest link on the chain • Proactive consideration reaps rewards • Building it right the first time is invariably cheaper Availability Customer Satisfaction Service Design – Section 4.4 – Availability Management
Availability Management Measurement Activities Reactive Proactive Component Level Service Service Design – Section 4.4 – Availability Management
Availability Management Measurement Activities Reactive Proactive Component Level Service Service Design – Section 4.4 – Availability Management
Availability Management Measures Availability - the ability of a service, component or CI to perform its agreed function when required. AST - Downtime X 100% AST Where AST – Agreed Service Time – agreed to and preferably documented in SLA – may exclude maintenance period Downtime – Service unavailability to performance outage or degradation defined as unavailability Service Design – Section 4.4 – Availability Management
Availability Management Measures Reliability - how long a service, component or Cl can perform its agreed function without interruption. MTBSI MTBF Available Time (hrs) Available Time (hrs) - Downtime # of incident # of incident Where MTBSI – Mean Time Between Service Incidents MTBF – Mean Time Between Failures Service Design – Section 4.4 – Availability Management
Availability Management Measures Reliability - how long a service, component or Cl can perform its agreed function without interruption. MTBSI MTBF Available Time (hrs) Available Time (hrs) - Downtime # of incident # of incident Where MTBSI – Mean Time Between Service Incidents MTBF – Mean Time Between Failures Service Design – Section 4.4 – Availability Management
Availability Management Measures Maintainability - a measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure.. MTRS Total Downtime (hrs) # of incidents Where MTRS – Mean Time to Restore Service Service Design – Section 4.4 – Availability Management
Availability Management Measures Serviceability - the ability of a third-party supplier to meet the terms of their contract. MTRS MTBSI MTBF Total Downtime (hrs) Available Time (hrs) Available Time (hrs) - Downtime AST - Downtime X 100% # of incidents # of incident # of incident AST Service Design – Section 4.4 – Availability Management
Availability Management Measures Serviceability - the ability of a third-party supplier to meet the terms of their contract. MTRS MTBSI MTBF Total Downtime (hrs) Available Time (hrs) Available Time (hrs) - Downtime AST - Downtime X 100% # of incidents # of incident # of incident AST Service Design – Section 4.4 – Availability Management
Availability Management Methods Availability comes at a cost. Special Solutions w. Full Redundancy Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods Base Products & Components Special Solutions w. Full Redundancy Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods Effective Service Management Processes A single point of accountability A re-focusing of IT Availability requirements to a business orientation Cost justification of availability requirements The levels of Availability required are agreed measured and monitored The frequency and duration of IT Service failures is reduced over time A transition in the IT support organization mindset Special Solutions w. Full Redundancy Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods System Management Monitoring disk space usage Checking that backups have been performed Performance Tuning Monitoring internal database space for fragmentation Recording resource shortages Constantly checking error log file for warnings or errors Determining timing of updating internal database statistics Verifying structure integrity of database schema Providing reports on performance and resource trends Special Solutions w. Full Redundancy Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods High Availability Design Special Solutions w. Full Redundancy The elimination or minimization of the effects of planned downtime Recovery criteria should define rapid recovery The utilization of fault tolerant devices Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods High Availability Design Special Solutions w. Full Redundancy The elimination or minimization of the effects of planned downtime Recovery criteria should define rapid recovery The utilization of fault tolerant devices Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods Special Solutions with Full Redundancy Special Solutions w. Full Redundancy Effective state-recovery mechanisms Careful Tier Design Strategic Failure Clusters Cost High Availability Design Systems Management Effective Service Mgmt processes Base products & components Availability 100% Service Design – Section 4.4 – Availability Management
Availability Management Methods Availability - Recoverability Trade-off Designing for high availability (HA) in many systems requires a balancing act between proactive and reactive treatments. Service Design – Section 4.4 – Availability Management
Availability Management Methods Availability - Recoverability Trade-off Designing for high availability (HA) in many systems requires a balancing act between proactive and reactive treatments. Service Design – Section 4.4 – Availability Management
Availability Analysis Techniques • Monitor, Measure, Analyze And Report Service and Component Availability • Unavailability Analysis – Service Failure Analysis • Component Failure Impact Analysis (CFIA) • Single Point of Failure Analysis (SPoF) • Fault Tree Analysis (FTA) • Modelling • Risk Analysis & Management • Availability Testing • Planned & Preventative Maintenance Service Design – Section 4.4 – Availability Management
Availability Management Availability Management Service Design – Section 4.4 – Availability Management
Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com Service Design – Section 4.4 – Availability Management
