Availability Management

HENDERSHOTT CONSULTING INC

Web Presence: www.hci-itil.com

Email: len.hendershott@rogers.com

Service Design – Section 4.4 – Availability Management

 Availability Management

Service Design – Section 4.4 – Availability Management

 Availability Management
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.

Service Design – Section 4.4 – Availability Management

 Availability Management
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
• Risk assessment & management
• Measurement methods
• Testing for resilience & failover
• Proactive improvement of service or component availability
• Set and measure Availability against targets, ideally specified in SLAs
• Maintain Availability Plan as a definitive, strategic document
• Coordinate incidents in cooperation with Incident handling processes and staff

Service Design – Section 4.4 – Availability Management

 Availability Management
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
• Risk assessment & management
• Measurement methods
• Testing for resilience & failover
• Proactive improvement of service or component availability
• Set and measure Availability against targets, ideally specified in SLAs
• Maintain Availability Plan as a definitive, strategic document
• Coordinate incidents in cooperation with Incident handling processes and staff

Service Design – Section 4.4 – Availability Management

 Availability Management Principles
• Service availability is a cornerstone of customer
satisfaction and business success

• Service availability is only as good as the

weakest link on the chain

Availability
• Proactive consideration reaps rewards

• Building it right the first time is invariably

cheaper
Customer Satisfaction

Service Design – Section 4.4 – Availability Management

 Availability Management Measurement
Activities
Reactive Proactive
Component
Level

Service

Service Design – Section 4.4 – Availability Management

 Availability Management Measurement
Activities
Reactive Proactive
Component
Level

Service

Service Design – Section 4.4 – Availability Management

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

AST - Downtime
X 100%
AST

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
Service Design – Section 4.4 – Availability Management
 Availability Management Measures
Reliability - how long a service, component or Cl can perform its
Reliability - how long
agreed a service,
function component
without or Cl can perform its
interruption.
agreed function without interruption.

MTBSI MTBF
Available Time (hrs) Available Time (hrs) - Downtime

# of incident # of incident

Where
MTBSI – Mean Time Between Service Incidents
MTBF – Mean Time Between Failures

Service Design – Section 4.4 – Availability Management

 Availability Management Measures
Reliability - how long a service, component or Cl can perform its
Reliability - how long
agreed a service,
function component
without or Cl can perform its
interruption.
agreed function without interruption.

MTBSI MTBF
Available Time (hrs) Available Time (hrs) - Downtime

# of incident # of incident

Where
MTBSI – Mean Time Between Service Incidents
MTBF – Mean Time Between Failures

Service Design – Section 4.4 – Availability Management

 Availability Management Measures
Maintainability - a measure of how quickly and effectively a service,
Maintainability - a be
component or CI can measure of how
restored quickly
to normal and effectively
working a service,
after a failure..
component or CI can be restored to normal working after a failure..

MTRS
Total Downtime (hrs)

# of incidents

Where
MTRS – Mean Time to Restore Service
Service Design – Section 4.4 – Availability Management
 Availability Management Measures
Serviceability - the ability of a third-party supplier to meet the
Serviceability - theterms
ability
ofof a third-party
their contract. supplier to meet the
terms of their contract.
AST - Downtime
X 100%
AST

MTBSI MTBF
Available Time (hrs) Available Time (hrs) - Downtime

# of incident # of incident

MTRS
Total Downtime (hrs)

# of incidents
Service Design – Section 4.4 – Availability Management
 Availability Management Measures
Serviceability - the ability of a third-party supplier to meet the
Serviceability - theterms
ability
ofof a third-party
their contract. supplier to meet the
terms of their contract.
AST - Downtime
X 100%
AST

MTBSI MTBF
Available Time (hrs) Available Time (hrs) - Downtime

# of incident # of incident

MTRS
Total Downtime (hrs)

# of incidents
Service Design – Section 4.4 – Availability Management
 Availability Management Methods
Availability
Availabilitycomes
comesat ataacost.
cost.

Special
Solutions
w. Full
Redundancy
Cost

High
Systems Availability
Effective
Base products Management Design
Service Mgmt
& components
processes

Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
Base
BaseProducts
Products&&Components
Components

Special
Solutions
w. Full
Redundancy
Cost

High
Systems Availability
Effective
Base products Management Design
Service Mgmt
& components
processes

Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
Effective
EffectiveService
ServiceManagement
ManagementProcesses
Processes
1. A single point of accountability
2. A re-focusing of IT Availability requirements to a
Special
business orientation Solutions
w. Full
3. Cost justification of availability requirements Redundancy

4. The levels of Availability required are agreed

Cost

measured and monitored

High
5. The frequency
Base products
Effectiveand duration of IT Service
Systems
Management
Availability failures is
Design
reduced over
& components time
Service Mgmt
processes

6. A transition in the IT support organization mindset

Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
System
SystemManagement
Management
1. Monitoring disk space usage
2. Checking that backups have been performed Special
3. Performance Tuning Solutions
w. Full
4. Monitoring internal database space for fragmentation Redundancy

5. Recording resource shortages

Cost

6. Constantly checking error log file for warnings or errors

High
7. Determining timing of updating internal database
Systems
statistics
Availability
Effective
Base products
8. Verifying structure
& components
integrityManagement
Service Mgmt Design
of database schema
processes
9. Providing reports on performance and resource trends
Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
High
HighAvailability
AvailabilityDesign
Design

Special
1. The elimination or minimization of the Solutions
w. Full

effects of planned downtime

Redundancy
Cost

2. Recovery criteria should define rapid

recovery
Base products
Effective
Systems
High
Availability
Management Design
Service Mgmt
3. The utilization
& components
processes of fault tolerant devices
Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
High
HighAvailability
AvailabilityDesign
Design

Special
1. The elimination or minimization of the Solutions
w. Full

effects of planned downtime

Redundancy
Cost

2. Recovery criteria should define rapid

recovery
Base products
Effective
Systems
High
Availability
Management Design
Service Mgmt
3. The utilization
& components
processes of fault tolerant devices
Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
Special
SpecialSolutions
Solutionswith
withFull
FullRedundancy
Redundancy

Special
Solutions
w. Full

1. Effective state-recovery mechanisms Redundancy

Cost

2. Careful Tier Design

High
3. Strategic
Base products
Failure
Effective
Systems
Management
Availability
Design
Service Mgmt
& components
4. Clusters processes

Availability 100%

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
Availability
Availability- -Recoverability
RecoverabilityTrade-off
Trade-off

Designing for high availability (HA) in many systems

requires a balancing act between proactive and
reactive treatments.

Service Design – Section 4.4 – Availability Management

 Availability Management Methods
Availability
Availability- -Recoverability
RecoverabilityTrade-off
Trade-off

Designing for high availability (HA) in many systems

requires a balancing act between proactive and
reactive treatments.

Service Design – Section 4.4 – Availability Management

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

Service Design – Section 4.4 – Availability Management

 Availability Management

Availability
Management
Service Design – Section 4.4 – Availability Management
 Hendershott Consulting Inc
Email: len.hendershott@rogers.com
ITIL process site: hci-itil.com

Service Design – Section 4.4 – Availability Management