Friday, 17 February 2012

EXAM - Availability Management


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
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Answer: A

Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.
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.
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 or preventative.
  • Resilience – the ability to withstand failure.
  • Security – the ability of components to withstand breaches of security.

1 comment:

  1. 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.
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