1、Availability Management,1,Goal Primary Objective,To optimise the capability 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,2,Principles,Availability is at the core of business &
2、 end user satisfactionWhen things go wrong, it is still possible to achieve business & end user satisfactionImproving availability begins when it is understood how IT services integrate with and support the business,3,Why Availability Management,To ensure services are available when the customer nee
3、ds themInfluencesBusiness DemandCost required to meet demandComplexity of IT InfrastructureLevels of RedundancyReliability of the InfrastructureLevel of MaintenanceProcesses and procedures used by ServicesHuman FactorsSkill sets,4,Responsibilities,Determine availability requirements in business term
4、sPredict and design for expected levels of availabilityOptimise availability through monitoring and reportingProduce Availability Plan Long term for proactive improvementEnsure SLAs are met and monitor OLA/UC availability obligationsManage Service Outage Analysis (SOA)Produce and maintain:- Componen
5、t Failure Impact Analysis (CFIA)- Fault Tree Analysis (FTA),5,Considerations,AvailabilityReliabilityMaintainabilityServiceabilityResilience- Related to Resource Capacity ManagementSecurity- Confidentiality, Integrity, Availability (CIA),Managed through OLAs,Managed through UCs,6,ITAMM IT Availabilit
6、y Metrics Model,Range of metrics and perspectives that should be considered when establishing Measurement and ReportingMeasurements need to be meaningful and add valueConsider WHAT you measure and HOW you report it,7,Expanded Incident lifecycle,Incident,Detection,Diagnosis,Repair,Recovery,Restoratio
7、n,Incident,DOWNTIME or MeanTime To Repair (M)TTR,UPTIME or MeanTime Between Failures (M)TBF,Time between system incidents (M)TBSI,Time,8,Calculating Availability,% Availability = Further considerations:Components in series or parallelWeighting per number of users affectedWeighting per criticality pe
8、riod,AST - DT,AST,X 100,Measuring Availability,Measurements need to be meaningful and add value to the IT and business organisation.It would be necessary to consider both what is measured and how it is reported,9,Benefits,Services are designed and managed to meet specified business availability requ
9、irementsShortfalls in levels of availability are identified and corrective actions takenFrequency and duration of IT failures is reducedAvailability levels are measured to fully support Service Level ManagementBUSINESS VALUE!Effective Availability Management will influence customer satisfaction and
10、determine the perceived Reliability of the business on the market,10,Exam Tips,Remember the ABILITYRELIABILITYMAINTAINABILITYSERVICEABILITYBut NOT VULNERABIILITY (ITSCM)CIA (Confidentiality, Integrity and Availability),11,Exam Questions,Availability Management is responsible for .Understanding the r
11、eliability of components to carry out a required function under given conditions over a certain period of timeThe ease with which maintenance (Maintainability) of service components can be carried outNegotiating availability levels with customersWhich of these is correct?AOnly 2 & 3BOnly 1 & 2C1, 2
12、& 3DOnly 1 & 3Note ! 1 is definitely correct and 3 is definitely wrong (SLM)2 is disguised!,12,Exam Questions,Percentage availability is calculated as:ADT * 100C (AST DT) * 100- - AST ASTBAST * 100D AST- - DT (AST DT) * 100Note! It just is Remember it! Treat it as a gift (100 20) * 100 -= 80% 100,13
13、,Exam Questions,In Availability Management terms, what do the letters CIA stand for?AComponent Impact Analysis (ITSCM)BConfidentiality, Integrity, AvailabilityCConfiguration Item AvailabilityDCentral Intelligence Agency (A contradiction in terms),14,Exam Questions,Managing service availability is no
14、w more important than ever because AThe dependence (Reliability prevention of failure) of customers on their IT has grownBSystem Management tools can now provide much more real time performance management informationCMore IT systems are outsourcedDMore service providers now have Service Level Agreements with their customers,15,演讲完毕，谢谢观看！,
