2. YOUR LOGO HERE Slide Master View www.itilsurvival.com © www.itilsurvival.com (reproduced with permission) Availability Management All course material is copyright. It is forbidden to use this material other than for study purposes. Display for internal use only. Approval for commercial purposes will be granted under contractual agreement

3. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 2 Introductions Your presenter > You Your role(s) Your expectations

4. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 3 Program 09.00Start 10.30Morning tea / coffee 12.30Lunch 15.00 Afternoon tea / coffee 17.00End Note.. There is enough information here to conduct a full day workshop on Availability Management. If you wish to do a short presentation keep only slides; 1, 7-9, 12-14, 16-17, 24, 34, 36, 39-43

5. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 4 Day Objectives Understanding of the Availability Management process and its activities. Good understanding of the relationships with other IT Service Management processes. Ability to execute the Availability Management activities.

6. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 5 Overview Service Management

7. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 6 Why Service Management? Business more and more dependent on IT Complexity of technology increases Customers demand more Environment becomes more competitive Focus on controlling costs of IT Low customer satisfaction...

8. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 7 Service Management = The Objective Tree = Quality Flexibility Cost management How / What ? ORGANIZATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT Why! effective efficient organization effective efficient IT service provision

9. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 8 The Functionally Oriented Organization the lines decide GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT

10. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 9 The Process Driven Organization the processes decide GOAL FEEDBACK ACTIVITIES RESULT

11. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 10 IT Service Management (ITSM) Focus Organization Process People Technology

12. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 11 Questions?

13. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 12 ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management

14. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 13 Availability Management

15. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 14 Availability Management = Goal of the process = is the process of optimising the capability of the IT infrastructure and supporting the organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. Availability Management

16. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 15 Availability Management = Activities: prevent downtime = Detection RepairRecovered Incident Diagnosis Repaired Downtime / Time to Repair Downtime as short as possible Downtime prevention

17. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 16 Availability Management = Activities: prevent downtime = the basics customerscustomers IT service provision internal staff & maintenance personnel internal external suppliers & maintenance personnel external availability reliability & maintainability Reliability & Serviceability SLA SPA OLA underpinning contracts Availability needs to be “bought” on component level before it can be “sold” on service level. security 

18. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 17 Availability Management = Activities: prevent downtime = The 4 research areas Availability   optimal availability of IT service provision Reliability   reliability of an IT service and individual components Serviceability   external contracts on (preventive) maintenance, support and recovery of components Maintainability / Recoverability   internal contracts on (preventive) maintenance, support and recovery of components  Security Mgt.

19. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 18 Availability Management = Activities: prevent downtime = The research areas provide insight in and grip on: threatsthreatsassetsassetsvulnerabilitiesvulnerabilities prevention & recovery risksrisks risk analysis risk management risk analysis risk management CRAMM: CCTA Risk Analysis and Management Methodology  Planning security  (ALARP: “as low as reasonably possible”)

20. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 19 Availability Management = Activities: prevent downtime = Availability interface with Service Level Management regarding the Service Catalogue, the S.I.P. and the S.Q.P. “collection point”: availability is deducted from the collected data from Reliability, Maintainability and Serviceability assurance of the operational availability of IT services through little downtime and quick recovery planning of the demanded availability of IT services therefore also initiate changes for improvement of availability  The 4 research areas  The 4 research areas

21. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 20 Availability Management = Activities: prevent downtime = incident data availability management database gathering actual data diagnostic tools securitysecurity user information service levels determine availability demand data maintenance draw up availability plan availability design reportingreporting check compliance to demand availability plan(s) design criteria requests for change reports on availability reports on deviations operational planning conditions & needs source: IT Service Management, Introduction - ITSMF

22. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 21 Availability Management = Activities: prevent downtime = Reliability determine the reliability / stability of an IT service availability without disturbances during an agreed period of time determine the reliability / stability of individual components resilience = importance of component x vulnerability of component – the ability of a service or component to remain functional despite the dysfunction of one or multiple subsystems – SPOF: Single Points Of Failure (in case of singular implementation of a component) Mean Time Between Failures + Mean Time Between System Incidents study the reliability of new components to be purchased  The 4 research areas  The 4 research areas

23. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 22 Availability Management = Activities: prevent downtime = Serviceability ensure that all supporting external contracts regarding maintenance and recovery meet the set demand manage the contracts ( and therefore monitor the contractual agreements) – the contracts state what the agreed support needs to be regarding the outsourced part of IT service provision – when a supplier is responsible for a complete IT service then Serviceability and Availability coincide  The 4 research areas  The 4 research areas

24. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 23 Availability Management = Activities: prevent downtime = Maintainability / Recoverability ensure the possibility of keeping operational or recovering an IT service preventative maintenance and periodical inspections (auto-)detection, (auto-)diagnosis of failures resolving failures and consequent recovery / restoration of the IT service provision  The 4 research areas  The 4 research areas eliminating the cause is NOT a part of the Availability Management process!!!

25. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 24 Availability Management = Activities: prevent downtime = In a nutshell: – Planning identify availability demand (  SLM )  SLM define / design availability define / design maintainability / recoverability points of attention security manage maintenance activities – Control monitor and report draw up availability plan(s)

26. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 25 Questions?

27. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 26 Availability Management = Planning: methods and concepts = Define / design availability – CFIA - Component Failure Impact Analysis per service administrate the critical components and their availability risks a reliable CMDB is important horizontal analysis: services marked “X” play an important role in the IT infrastructure vertical analysis: services with multiple “X” marks are failure prone ( and often complex)  Planning

28. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 27 Availability Management = Planning: methods and concepts = Define / design availability – FTA – Fault Tree Analysis Basic events: the causes (e.g. power failures, operating mistakes) Resulting events: result of a combination of previous occurrences (e.g. network down, system down) Conditional events: occur only under certain conditions (e.g. failing air-conditioning forces system shutdown) Trigger events: cause other events (e.g. by a UPS triggered automatic shutdown)  Planning

29. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 28 Availability Management = Planning: methods and concepts = Define / design maintainability / recoverability – SOA – System Outage Analysis investigate the causes of failures suggest and implement improvements broad scope of investigation: – infrastructure – processes – procedures – cultural aspects – … approach from customer’s point of view – shared approach by representatives of customer(s) and IT service provider  Planning

30. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 29 Availability Management = Planning: methods and concepts = Define / design maintainability / recoverability – TOP – Technical Observation Post a specially formed task force – in case of insufficient or no support from a tool – exceeds DTP-boundaries: joint effort by development, testing and production aims at one specific topic concerning availability effective and efficient approach ensures quick and optimal results  Planning

31. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 30 Availability Management = Control: monitor and report = Downtime / Mean Time to Repair (MTTR) – is the mean time that a service is “off the air” from the incident occurring until full recovery of the service Detection RepairRecovered Incident Diagnosis Repaired maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience  Planning

32. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 31 Availability Management = Control: monitor and report = Response Time – is the time frame between detection of the incident and the diagnosis of the failure Detection Repair Incident Diagnosis Repaired Recovered  Planning maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience

33. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 32 Availability Management = Control: monitor and report = Repair Time – is the time frame between the diagnosis of the failure and repairing / solving it Detection Repair Incident Diagnosis Repaired Recovered  Planning maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience

34. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 33 Availability Management = Control: monitor and report = Recovery Time – is the time frame between repairing / solving the failure and the actual “up and running” status of the service Detection Repair Incident Diagnosis Repaired Recovered  Planning maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience

35. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 34 Availability Management = Control: monitor and report = MTBF: Mean Time Between Failures – is the (mean) time that a service is operational “uptime” MTBFMTBF Detection Repair Incident Diagnosis Repaired Recovered  Planning maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience

36. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 35 Availability Management = Control: monitor and report = MTBS: Mean Time Between System Incidents – is the (mean) time between two system incidents MTBS / MTBSI Detection Repair Incident Diagnosis Repaired Recovered  Planning maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis maintainability in sourced maintenance in sourced maintenance failure detection & diagnosis failure detection & diagnosis availability SLA agreements regarding allowed down time and actions to be taken availability SLA agreements regarding allowed down time and actions to be taken serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts serviceability outsourced maintenance outsourced maintenance underpinning contracts underpinning contracts reliability stability stability resilience resilience reliability stability stability resilience resilience

37. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 36 Availability Management = Control: monitor and report = Calculating Availability – based on MTTR, MTBF and MTBS / MTBSI, availability agreements are made with the customer and recorded in the SLA – check from time to time whether the actual availability meets the agreed demand: % availability = x 100 actual available uptime agreed available uptime an Availability Plan is a future targeted long-range plan  Planning

38. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 37 Availability Management = Costs, Points of Attention, Advantages = Higher availability = higher costs

39. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 38 Availability Management = Costs, Points of Attention, Advantages = Costs – P ersonnel  reporting, contract management, DB management, … – A ccommodation  also for physical storage of process documents, … – S oftware tools for monitoring, analysis, reporting – H ardware Availability Management DB-input & output, … – E ducation  ITIL Master Class / ITSM Practitioner, … – P rocedures  designing & managing Availability Management

40. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 39 Availability Management = Costs, Points of Attention, Advantages = Points of Attention – expectations are too high (especially in the starting phase) – defining the right availability values is often new for an organisation lack of experience and skills right knowledge of the IT infrastructure (width and depth of the CMDB) – control of and dependency on internal and external suppliers – the balance in costs between availability and non availability is difficult to indicate – management commitment

41. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 40 Availability Management = Costs, Points of Attention, Advantages = Advantages single point of contact for availability questions proactive approach of the organisation ensure a measurable availability optimal IT availability through effective planning optimal organisation, delivery and management of IT services constant guarding (and if necessary adjustment) of availability values optimal management of costs insight in and grip on underpinning contracts correct data for Service Level Management

42. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 41 Questions?

43. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 42 Availability Management = Functionally Oriented vs. Process Driven = mainframenetworkpc-lan Availability Management The Art of

44. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 43 Availability Management: Q & A ? ? is the process of optimising the capability of the IT infrastructure and supporting the organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. Availability Management