Availability within Information Technology
Infrastructure Library (ITIL) is defined as the established time when IT
services are available to end users. As technology has become the epitome
interdependency between the Business process and the IT operation has developed
to the point where IT is affected the whole business is affected. Availability can only be achieved when a
conscious effort is made on realizing the integration of IT services and
business requirements – if they are being fulfilled.
Customers are demanding for more flexibility in the way they work completely free from any bounds of time and place, so the demand for all the services to be available becomes very essential.
Availability Management is one of five components in the ITIL Service Delivery area. Few of its purpose are to warranty:
Availability Management definitions:
% Availability = (Agreed Service Time – Downtime) * 100
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Agreed Service Time
Downtime = Time to repair
Over and above, Availability Management boosts and scrutinizes all the IT services / infrastructure so as to ensure that the services do not hamper the end users expectations and still achieve the business objectives in a cost-effective and compliant manner with SLAs also it ensures that all areas of risk to service availability is accounted for - that the overall IT infrastructure and the maturity of the process is duly compliant and sufficient.
Mainly two natures of actions are taken into consideration that is reactive and proactive in Availability Management Plan. The plan helps in overlooking the long term activities that focuses to improve the availability of IT services in a cost-effective manner. The process flow should ideally cover the additional operational processes and necessary measures that would consist of testing procedures, training the employees, preparing regular reports and communicating it to the concerned audience etc. to have a holistic approach. Reporting can be achieved on few availability measures:
Customers are demanding for more flexibility in the way they work completely free from any bounds of time and place, so the demand for all the services to be available becomes very essential.
Availability Management is one of five components in the ITIL Service Delivery area. Few of its purpose are to warranty:
- That the applications / tools adopted by the organization are running as per the defined timeframes in the Service Level Agreements (SLAs)
- Incorporation of the managing facets for the Services and Configuration Items (CIs) / Components utilized by the respective business / organization
- To hone the potential 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
- Consistency in availability of IT levels by measuring and monitoring with adopting certain metrics in place
- Ability to achieve customer satisfaction by having a action plan based on few foreseen scenarios
- Continuous improvement of availability
Availability Management definitions:
- Availability
- Reliability
- Maintainability
- Serviceability
- Resilience
% Availability = (Agreed Service Time – Downtime) * 100
----------------------------------------------------
Agreed Service Time
Downtime = Time to repair
Over and above, Availability Management boosts and scrutinizes all the IT services / infrastructure so as to ensure that the services do not hamper the end users expectations and still achieve the business objectives in a cost-effective and compliant manner with SLAs also it ensures that all areas of risk to service availability is accounted for - that the overall IT infrastructure and the maturity of the process is duly compliant and sufficient.
Mainly two natures of actions are taken into consideration that is reactive and proactive in Availability Management Plan. The plan helps in overlooking the long term activities that focuses to improve the availability of IT services in a cost-effective manner. The process flow should ideally cover the additional operational processes and necessary measures that would consist of testing procedures, training the employees, preparing regular reports and communicating it to the concerned audience etc. to have a holistic approach. Reporting can be achieved on few availability measures:
- Mean time to repair (MTTR) = Downtime
- Mean time between failure (MTBF) = Uptime
- Mean time between system incidents (MTBSI) = Time between MTTR and MTBF
About Author:
Mohini Bhandari is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, she actively contributes to the areas of Technology and Information Security. She can be contacted at mohini.b@spluspl.com
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