SM271g03AvailMgm

IBM Global Services

© 2005 IBM Corporation

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

ITIL Service ManagerService Delivery

Availability Management

Service Delivery – Availability Management

2 © 2005 IBM CorporationITIL Service Manager Course | v1.0

Content

1. Goals, Scope and Definitions

2. Process

3. Controls

4. Implementation Considerations

5. Summary and Exercise



Content


2. Process

3. Controls





Availability Management

Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms



Goals

The goal of Availability Management is to ensures that IT delivers the right levels of availability required by the business to satisfy its business objectives and to deliver the quality of service demanded by itscustomers.

Goals of Availability Management:Forecast, planning, and management of service availability, to ensure that:– All services are based on appropriate and latest CIs– For CIs not supported internally, appropriate agreements exist with third-party suppliers– Changes are suggested in order to avoid future service downtime

Ensures that SLA-agreed availability is metEnsure all IT services are designed to deliver required availabilityReport on availabilityProduce and maintain Availability Plan



Scope

Scope and Contribution of the Availability Management Process:Scope of IT Availability Management: – Availability Management should be applied to all new IT services and for existing

services where SLA’s have been established– Availability Management must also be applied suppliers of those services for which

SLAs exist– Availability Management will consider all aspects of IT infrastructure and supporting

organization which may impacts availability, including policy, training, skills, procedures and tools

– Availability Management is not responsible for BCM and/or ITSCM, but it provides input to that process

Importance of Availability Management:– Necessary for long-term planning of IT services provisioning– Basis for IT Service Continuity and Service Level Management– Availability Management is a key member of Change Advisory Board



Definition (1/2)

Ability of an IT service or component to perform its required function at a stated instant, or over a stated period of time

Underpinned by reliability, maintainability, serviceability, and resilience of the IT infrastructureDepends of the probability of failure of and the resilience of each component.

Availability (…measured by Mean Time Between Failures (MTBF))

Ability to work without operational failureDepends on the probability of failure of each component, the resilience built into the IT infrastructure, and

the preventive maintenance applied to prevent a failure from occurring

Reliability (…measured by Mean Time Between System Incidents (MTBSI))

Ability to be retained or restored to an operational stateDepends on anticipation, detection, diagnosis, resolution, recovery from failures, and restoration of data

and IT servicePreventative maintenance

Maintainability (…measured by the Mean Time To Repair (MTTR))



Definition (2/2)

Ability to maintain the availability, reliability, and maintainability provided by the contractual agreements with the IT service providers

Serviceability (cannot be measured as a specific metric)

Ability of an IT service to remain operational in spite of malfunction by one or more subcomponents

Resilience (or Fault Tolerance)



Content


2. ProcessProcess activitiesRoles & ResponsibilitiesInterfaces Essentials

3. Controls





Process Activities (1/2)

Process Activities Availability Management:Availability Planning– Determine Availability requirements, bearing in mind VBFs– Support the designing for Availability – Support the designing for Recovery– Security Considerations – Manage planned downtime Availability Improvement – Availability management monitoring and trend analysis– Determining (changed) availability requirements – Obtain additional financial investments – Provide structure and aggregation of the of initiatives to improve

Availability in a single Availability Plan



Process Activities (2/2)

Process Activities Availability Management:Availability Measurement and Reporting– Determine Availability requirements Identification of causes of unavailability



Process Activities in a chart

Source: OGC ITIL Book Service Delivery, Figure 8.5



Roles & Responsibilities

Driving the efficiency and effectiveness of the Availability Management processDetermining of Availability RequirementsDefinition of Availability TargetsDevelopment of Availability PlanSupervision of Availability Support StaffMonitoring the effectiveness of Availability Management and making recommendations for improvement

Supporting the Availability Manager in– Availability Planning– Availability Review & Monitoring– Day-to-day activities

Availability Manager Availability Support Staff



Interfaces – Inputs

Process Trigger: – New Availability, Reliability and Maintainability

requirements from the business for new or enhanced IT Services

– Business Impact Assessment (BIA) for each vital business function underpinned by the IT infrastructure.

Inputs used by process activities:– Incident/Problem Details about Availability

(Incident/Problem Mgmt.)– SLA Information (Service Level Mgmt)– Capacity Information/Plan (Capacity Mgmt)– Security Requirements (Security Mgmt)– Monitoring Events (Operations Mgmt)– CI Information (Configuration Mgmt)– Information about planned Changes (Change

Mgmt)– Cost Information (Finance Mgmt)– Business Impact Assessment (ITSCM)

Process Trigger: – New Availability, Reliability and Maintainability

requirements from the business for new or enhanced IT Services

– Business Impact Assessment (BIA) for each vital business function underpinned by the IT infrastructure.

Inputs used by process activities:– Incident/Problem Details about Availability

(Incident/Problem Mgmt.)– SLA Information (Service Level Mgmt)– Capacity Information/Plan (Capacity Mgmt)– Security Requirements (Security Mgmt)– Monitoring Events (Operations Mgmt)– CI Information (Configuration Mgmt)– Information about planned Changes (Change

Mgmt)– Cost Information (Finance Mgmt)– Business Impact Assessment (ITSCM)

AvailabilityManagement



Interfaces – Outputs

Process Outcome: – General Availability and Recovery Design

Criteria – Availability Reports– Availability Plan

Output Information used by other processes:– Availability Impact Information (Change Mgmt)– Service Level Information (Service Level Mgmt)– Cost of Non-availability (Finance Mgmt)– CFIA (Component Failure Impact Analysis) for

new IT Services (Capacity Mgmt)– Availability Design Criteria (ITSCM)

Process Outcome: – General Availability and Recovery Design

Criteria – Availability Reports– Availability Plan

Output Information used by other processes:– Availability Impact Information (Change Mgmt)– Service Level Information (Service Level Mgmt)– Cost of Non-availability (Finance Mgmt)– CFIA (Component Failure Impact Analysis) for

new IT Services (Capacity Mgmt)– Availability Design Criteria (ITSCM)

AvailabilityManagement



Essentials – Incident Lifecycle

MTTR - Mean Time to Repair DOWNTIME MaintainabilityMTBF - Mean Time Between Failure UPTIME Availability (Serviceability)MTBSI - Mean Time Between System Incident Reliability

Incident

Repair

Diagnosis Recovery

Restoration

Incident

Time

Recognition

MTTR

MTBF

MTBSI



Essentials – IT Availability Metrics Model (ITAMM)




Essentials – Component Failure Impact Analysis (CFIA)




Essentials – Fault Tree Analysis (FTA)




Essentials – CCTA Risk Analysis Management Methodology (CRAMM)




Essentials – Availability Measurements (1/3)

When is a service not available?”A service is not available to a customer if the locally required functions cannot be used, although the agreed conditions for the provision of the service are fulfilled."

A simple calculation of availability in %:

Agreed service time - Downtime

But what does 98% availability mean?

100X

Agreed service time 1



Essentials: Availability Measurement (2/3)

Serial Parallel

Disk A Disk B

Disk A

Disk BAvailability = 90% Availability = 90%

Total Availability is a result of both in

operation => A x B =

0.9 * 0.9 = 0.81 or 81%

Availability = 90%

Availability = 1 – not available

1 – both are not available =

1 – (A not available) x (B not available) =

1 – 0.1 * 0.1 = 0.99 or 99%

Availability = 90%



Essentials: Availability Measurement (3)

Example of availability in a parallel or a serial architecture

Source: OGC ITIL Book Service Delivery, Figure 8.15, 8.16, 8.17



Essentials – Risk Management is also an aspect of availability

Assets Weaknesses

RisksRisks

Threats

Risk analysis

Risk management

Countermeasures Planning forpossible downtimes

Managementof downtimes



Content


2. Process

3. ControlsReports & KPI’sCosts





Reports & Key Performance Indicator‘s (KPI‘s)

Key Performance Indicators (KPI’s):Indicators of well managed availability and reliability of IT ServicesIndicators of business needs satisfied by access to IT ServicesIndicators Availability of IT infrastructure achieved at optimum costsClassical reporting measures:– % available– % unavailable– Duration of unavailability in hours– Frequency of failure– Impact of failureFuture measured variables– Impact by user minutes lost (user productivity)



Costs

Costs of not implementing Availability Management:

Unexpected Availability disruption, which affects Business processesNo adequate basis for Availability Planning (inefficient short-term actions on IT resources (people + technology) necessary)Lack of transparency of IT department performanceMonetary impactTangible impact (user productivity, lost revenue, wasted goods)Intangible impact (loss of customer goodwill, staff confidence, reputation)

Costs of implementing and maintaining the process:

Transfer costs Hardware costsSoftware costs Staff costs Accommodation costs



Content


2. Process

3. Controls

4. Implementation ConsiderationsEssentialsCritical Success FactorsBenefitsRisksPractical Recommendations




Essentials – Timing and Planning Activities

Where do we want to be?

Vision and business objectivesNomination of an Availability ManagerMission statement and scope of the Availability ManagementAwareness Session

Where are we now? AssessmentPeople – Process – Tools – Information according the Incident Management

How do we get where we want to be?How do we know we have arrived?

Process implementation activities and MetricsQualification of activities, resources, funding and quality criteriaIdentification, design and development of support systemsGet AgreementTraining and Education Implementation and establishment of support tools and the new processCut-over the new processes



Essentials – Framework for Implementation

Framework for Implementation of Availability Management:Availability Management need a solid basis – Availability and Tool requirements must be clear– Close linkage to Service Level Management is necessary (SLA in place, which

services, etc.)– Close linkage to Capacity, Financial and IT Service Continuity ManagementAvailability Manager need to be accepted organization-wide as single point of accountability for all Availability issuesA realistic Availability Plan as well as efficient tool implementation is critical for the process success



Critical Success Factors (CSF’s)

Critical Success Factors (CSF’s):Ensure benefits of Availability Management are quantifiable and demonstrableMinimize the complexity (Concentrate on most critical business processes) Effective/Efficient underlying Availability Management systemClose link to following ITIL processes: Capacity, Financial, ITService Continuity and Service Level ManagementEstablish a partnership – not only metrics



Benefits

Benefits:Improved quality of IT services– IT availability requirements are met– Proactive approach from error correction to service enhancement– Reduced number of Incidents– Increase in confidence in IT– Increase in customer satisfactionIT Availability Levels are cost justifiedIncreased productivity of IT– Shortfalls of required levels of availability are recognized and corrected– Business requirements in regards to Availability are efficient reflected within ITReduced number of IT Services failuresSingle point of accountability for availabilityAvailability levels supporting Service Level ManagementImproved communication and teamwork (IT/IT and IT/Customer)



Risks

Possible Problem Areas and Risks:Lack of management commitment Resistance to changeLack of integration with other processes Over expectationsLack of tools, training, resourcesCost justification for Availability Management is not valid Current availability seen as acceptableProblems without implementing Availability Management:– No basis for SLAs in regards to Availability– Instability of current and new IT Services– Availability issues are not recognised by the IT Support



Practical Recommendations

Practical Recommendations:Clear differentiation between design and measurementUse existing operation and monitoring tools as starting pointStart with most critical business processes Tool requirements and implementation is a critical success factor Connection with Capacity Management, Financial Management, IT Service Continuity Management and Service Level Management



Content


2. Process

3. Controls





Summary

The goal of Availability Management is to ensures that IT delivers the right levels of availability required by the business to satisfy its business objectives and to deliver the quality of service demanded by its customers.

Availability Management Activities:Availability PlanningAvailability Improvement Availability Measurement and ReportingIdentification of causes of unavailability

Availability Management Activities:Availability PlanningAvailability Improvement Availability Measurement and ReportingIdentification of causes of unavailability

Process EssentialsIncident LifecycleIT Availability Metrics Model (ITAMM)Component Failure Impact Analysis (CFIA)Fault Tree Analysis (FTA)CCTA Risk Analysis Management Methodology (CRAMM)Availability Measurement Risk Management

Process EssentialsIncident LifecycleIT Availability Metrics Model (ITAMM)Component Failure Impact Analysis (CFIA)Fault Tree Analysis (FTA)CCTA Risk Analysis Management Methodology (CRAMM)Availability Measurement Risk Management



Exercise Availability ManagementScenarioYou are assigned as a Lead Consultant. You and your team have to assist your customer within the Availability Management process. You are provided with a file called Incident.123. (This file is real data of a Service Desk provided by Philips Business Electronics and contains call data from December 2000).Your customer asks you to make a statement about the general Availability of its IT infrastructure.Task

Examine the data with your team and try to assess the average availability of certain CIs or servicesMake comments on the maintainability and/or reliability of certain CIs or servicesIdentify improvement initiatives in the area of Availability ManagementPresent your findings

Target GroupAvailability Manager of your customerOther IT Service Management Process Managers of your customer

Results10 Minutes presentation including:– Comments about general availability of the client’s IT infrastructure– Improvement initiativesTeamwork: One sheet, what went well, what could have been improved

HintsConsider that the trace file is not prepared input, but a real life customer documentation. Open your mind and also recommend general improvements. The Incident Management Lifecycle could be useful in this exercise.Duration

Preparation with your team: 90 minutesPresentation: 10 MinutesDiscussion / Questions: 20 minutes

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