培訓(xùn)套餐附送itil v2k availability mgt

1、Slide 1Availability ManagementSlide 2Goal Primary ObjectiveTo 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 objectivesSlide 3PrinciplesAvailability is at the core

2、of business & 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 businessSlide 4Why Availability ManagementTo ensure services are available when

3、the customer needs themInfluencesBusiness DemandCost required to meet demandComplexity of IT InfrastructureLevels of RedundancyReliability of the InfrastructureLevel of MaintenanceProcesses and procedures used by ServicesHuman FactorsSkill setsSlide 5ResponsibilitiesDetermine availability requiremen

4、ts in business termsPredict 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

5、maintain:- Component Failure Impact Analysis (CFIA)- Fault Tree Analysis (FTA)Slide 6ConsiderationsAvailabilityReliabilityMaintainabilityServiceabilityResilience- Related to Resource Capacity ManagementSecurity- Confidentiality, Integrity, Availability (CIA)Managed through OLAsManaged through UCsSli

6、de 7ITAMM IT Availability Metrics ModelRange 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 itSlide 8Expanded Incident lifecycleIncidentDetectionDiagnosisRep

7、airRecoveryRestorationIncidentDOWNTIME or MeanTime To Repair (M)TTRUPTIME or MeanTime Between Failures (M)TBFTime between system incidents (M)TBSITimeSlide 9Calculating Availability % Availability = Further considerations:Components in series or parallelWeighting per number of users affectedWeightin

8、g per criticality periodAST - DTASTX 100Measuring AvailabilityMeasurements 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 reportedSlide 10BenefitsServices are designed and managed to meet specified busines

9、s availability requirementsShortfalls 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 custome

10、r satisfaction and determine the perceived Reliability of the business on the marketSlide 11Exam TipsRemember the ABILITYRELIABILITYMAINTAINABILITYSERVICEABILITYBut NOT VULNERABIILITY (ITSCM)CIA (Confidentiality, Integrity and Availability) AMSlide 12Exam QuestionsAvailability Management is responsi

11、ble for .Understanding the reliability 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?

12、AOnly 2 & 3BOnly 1 & 2C1, 2 & 3DOnly 1 & 3Note ! 1 is definitely correct and 3 is definitely wrong (SLM)2 is disguised!Slide 13Exam QuestionsPercentage 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 gi

13、ft (100 20) * 100 -= 80% 100Slide 14Exam QuestionsIn 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)Slide 15Exam QuestionsManaging service availability is now more important than ever because AThe dependence (Reliability prevention of failure) of customers on their IT