1. Service Design – Section 4.4 – Availability Management

3. 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 effective manner. Service Design – Section 4.4 – Availability Management

4. 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 Provide subject matter expertise to organization in Availability practices and procedures Risk Risk assessment & management Measurement Measurement methods Testing Testing for resilience & failover Proactive Proactive improvement of service or component availability Set Set and measure Availability against targets, ideally specified in SLAs Maintain Maintain Availability Plan as a definitive, strategic document Coordinate Coordinate incidents in cooperation with Incident handling processes and staff Service Design – Section 4.4 – Availability Management

5. 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 Provide subject matter expertise to organization in Availability practices and procedures Risk assessment & management Risk assessment & management Measurement methods Measurement methods Testing for resilience & failover Testing for resilience & failover Proactive improvement of service or component availability Proactive improvement of service or component availability Set and measure Availability against targets, ideally specified in SLAs Set and measure Availability against targets, ideally specified in SLAs Maintain Availability Plan as a definitive, strategic document Maintain Availability Plan as a definitive, strategic document Coordinate incidents in cooperation with Incident handling processes and staff Coordinate incidents in cooperation with Incident handling processes and staff Service Design – Section 4.4 – Availability Management

6. Service Service availability is a cornerstone of customer satisfaction and business success availability is only as good as the weakest link on the chain Proactive Proactive consideration reaps rewards Building Building it right the first time is invariably cheaper Service Design – Section 4.4 – Availability Management Availability Customer Satisfaction

7. Service Design – Section 4.4 – Availability Management Service Component Level ReactiveProactiveActivities

8. Service Component Level ReactiveProactiveActivities

9. Availability - the ability of a service, component or CI to perform its agreed function when required. 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

10. Service Design – Section 4.4 – Availability Management Reliability - how long a service, component or Cl can perform its agreed function without interruption. Where MTBSI – Mean Time Between Service Incidents MTBF – Mean Time Between Failures

11. Service Design – Section 4.4 – Availability Management Reliability - how long a service, component or Cl can perform its agreed function without interruption. Where MTBSI – Mean Time Between Service Incidents MTBF – Mean Time Between Failures

12. Service Design – Section 4.4 – Availability Management Maintainability - a measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure. failure.. Where MTRS – Mean Time to Restore Service

13. Service Design – Section 4.4 – Availability Management Serviceability Serviceability - the ability of a third-party supplier to meet the terms of their contract.

14. Service Design – Section 4.4 – Availability Management Serviceability - the ability of a third-party supplier to meet the terms of their contract.

15. Service Design – Section 4.4 – Availability Management Availability comes at a cost. Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy

16. Service Design – Section 4.4 – Availability Management Base Products & Components Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy

17. Service Design – Section 4.4 – Availability Management Effective Service Management Processes Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1. 1. A single point of accountability 2. 2. A re-focusing of IT Availability requirements to a business orientation 3. 3. Cost justification of availability requirements 4. 4. The levels of Availability required are agreed measured and monitored 5. 5. The frequency and duration of IT Service failures is reduced over time 6. 6. A transition in the IT support organization mindset

18. Service Design – Section 4.4 – Availability Management System Management Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.Monitoring 1.Monitoring disk space usage 2.Checking 2.Checking that backups have been performed 3.Performance 3.Performance Tuning 4.Monitoring 4.Monitoring internal database space for fragmentation 5.Recording 5.Recording resource shortages 6.Constantly 6.Constantly checking error log file for warnings or errors 7.Determining 7.Determining timing of updating internal database statistics 8.Verifying 8.Verifying structure integrity of database schema 9.Providing 9.Providing reports on performance and resource trends

19. Service Design – Section 4.4 – Availability Management High Availability Design Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.The 1.The elimination or minimization of the effects of planned downtime 2.Recovery 2.Recovery criteria should define rapid recovery 3.The 3.The utilization of fault tolerant devices

20. Service Design – Section 4.4 – Availability Management High Availability Design Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.The elimination or minimization of the effects of planned downtime 2.Recovery criteria should define rapid recovery 3.The utilization of fault tolerant devices

21. Service Design – Section 4.4 – Availability Management Special Solutions with Full Redundancy Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.Effective 1.Effective state-recovery mechanisms 2.Careful 2.Careful Tier Design 3.Strategic 3.Strategic Failure 4.Clusters

22. Service Design – Section 4.4 – Availability Management Availability - Recoverability Trade-off Designing for high availability (HA) in many systems requires a balancing act between proactive and reactive treatments.

23. Service Design – Section 4.4 – Availability Management Availability - Recoverability Trade-off Designing for high availability (HA) in many systems requires a balancing act between proactive and reactive treatments.

24. Service Design – Section 4.4 – Availability Management Monitor, Monitor, Measure, Analyze And Report Service and Component Availability Unavailability Unavailability Analysis – Service Failure Analysis Component Component Failure Impact Analysis (CFIA) Single Point of Failure Analysis (SPoF) Fault Tree Analysis (FTA) Modelling Risk Analysis & Management Availability Testing Planned & Preventative Maintenance

25. Service Design – Section 4.4 – Availability Management