Availability
Management
is
responsible
for
availability
of
the:
A.
Services
and
Components
B.
Services
and
Business
Processes
C.
Components
and
Business
Processes
D.
Services,
Components
and
Business
Processes
---------------
Answer:
A
All areas of a service must be measurable and defined within the Service Level Agreement (SLA).
To measure service availability the following areas are usually included in the SLA:
- Agreement statistics – such as what is included within the agreed service.
- Availability – agreed service times, response times, etc.
- Help Desk Calls – number of incidents raised, response times, resolution times.
- Contingency – agreed contingency details, location of documentation, contingency site, 3rd party involvement, etc.
- Capacity – performance timings for online transactions, report production, numbers of users, etc.
- Costing Details – charges for the service, and any penalties should service levels not be met.
- 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 or preventative.
- Resilience – the ability to withstand failure.
- Security – the ability of components to withstand breaches of security.
The ITIL Certificate in IT Service Management provides IT professionals and managers with the essential skills needed to deliver customer-centric, cost-justified, and business-driven IT services.
ReplyDeleteITIL Certification Training in Singapore