ITSM Wiki - ITIL® Availability Management

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Availability Management

Best Practice according to ITIL^® and ISO 20000

Availability Management ensures the availability of the IT Services in a way that all components of the IT Services:

IT infrastructure
IT processes
IT resources

support the achievement of agreed availability goals.

Availability Management is in the classic lifecycle-view part of Service Design.

In ITIL^® 4 Availabiliy Management is part of Service Management Practices - Availability Management Practice

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Processes of Availability Management in detail

Process in the ITSM Process Library		Expected process result

Monitoring of Availability		Planning and permanent monitoring of actual availabilities of IT Services and IT Infrastructure and introduction of necessary activities thereof
Availability Test		Regular validation of procedures and automatisms for availability, reliability and restart after breakdown
Availability Reporting		Information of all requisitioners from other ITSM disciplines about the availability of the IT Services and the IT Infrastructure compared to the agreed service levels

Availability Management Practice in ITIL^®4

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Responsible roles

Availability Manager

Performance indicators

KPIs of Availability Management

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