Service Design – Section 4.4 – Availability Management.

Service Design Section 4.4 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 effective manner. Service Design Section 4.4 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 Provide subject matter expertise to organization in Availability practices and procedures Risk Risk assessment & management Measurement Measurement methods Testing Testing for resilience & failover Proactive Proactive improvement of service or component availability Set Set and measure Availability against targets, ideally specified in SLAs Maintain Maintain Availability Plan as a definitive, strategic document Coordinate Coordinate incidents in cooperation with Incident handling processes and staff Service Design Section 4.4 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 Provide subject matter expertise to organization in Availability practices and procedures Risk assessment & management Risk assessment & management Measurement methods Measurement methods Testing for resilience & failover Testing for resilience & failover Proactive improvement of service or component availability Proactive improvement of service or component availability Set and measure Availability against targets, ideally specified in SLAs Set and measure Availability against targets, ideally specified in SLAs Maintain Availability Plan as a definitive, strategic document Maintain Availability Plan as a definitive, strategic document Coordinate incidents in cooperation with Incident handling processes and staff Coordinate incidents in cooperation with Incident handling processes and staff Service Design Section 4.4 Availability Management

Service Service availability is a cornerstone of customer satisfaction and business success availability is only as good as the weakest link on the chain Proactive Proactive consideration reaps rewards Building Building it right the first time is invariably cheaper Service Design Section 4.4 Availability Management Availability Customer Satisfaction

Service Design Section 4.4 Availability Management Service Component Level ReactiveProactiveActivities

Service Component Level ReactiveProactiveActivities

Availability - the ability of a service, component or CI to perform its agreed function when required. 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 Reliability - how long a service, component or Cl can perform its agreed function without interruption. Where MTBSI Mean Time Between Service Incidents MTBF Mean Time Between Failures

Service Design Section 4.4 Availability Management Maintainability - a measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure. failure.. Where MTRS Mean Time to Restore Service

Service Design Section 4.4 Availability Management Serviceability Serviceability - the ability of a third-party supplier to meet the terms of their contract.

Service Design Section 4.4 Availability Management Serviceability - the ability of a third-party supplier to meet the terms of their contract.

Service Design Section 4.4 Availability Management Availability comes at a cost. Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy

Service Design Section 4.4 Availability Management Base Products & Components Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy

Service Design Section 4.4 Availability Management Effective Service Management Processes Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1. 1. A single point of accountability 2. 2. A re-focusing of IT Availability requirements to a business orientation 3. 3. Cost justification of availability requirements 4. 4. The levels of Availability required are agreed measured and monitored 5. 5. The frequency and duration of IT Service failures is reduced over time 6. 6. A transition in the IT support organization mindset

Service Design Section 4.4 Availability Management System Management Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.Monitoring 1.Monitoring disk space usage 2.Checking 2.Checking that backups have been performed 3.Performance 3.Performance Tuning 4.Monitoring 4.Monitoring internal database space for fragmentation 5.Recording 5.Recording resource shortages 6.Constantly 6.Constantly checking error log file for warnings or errors 7.Determining 7.Determining timing of updating internal database statistics 8.Verifying 8.Verifying structure integrity of database schema 9.Providing 9.Providing reports on performance and resource trends

Service Design Section 4.4 Availability Management High Availability Design Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.The 1.The elimination or minimization of the effects of planned downtime 2.Recovery 2.Recovery criteria should define rapid recovery 3.The 3.The utilization of fault tolerant devices

Service Design Section 4.4 Availability Management High Availability Design Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.The elimination or minimization of the effects of planned downtime 2.Recovery criteria should define rapid recovery 3.The utilization of fault tolerant devices

Service Design Section 4.4 Availability Management Special Solutions with Full Redundancy Cost Availability100% Base products & components Effective Service Mgmt processes SystemsManagement HighAvailabilityDesign SpecialSolutions w. Full Redundancy 1.Effective 1.Effective state-recovery mechanisms 2.Careful 2.Careful Tier Design 3.Strategic 3.Strategic Failure 4.Clusters

Service Design Section 4.4 Availability Management Availability - Recoverability 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 Monitor, Monitor, Measure, Analyze And Report Service and Component Availability Unavailability Unavailability Analysis Service Failure Analysis Component 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

Service Design – Section 4.4 – Availability Management.

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Transcript of Service Design – Section 4.4 – Availability Management.