ITIL Service Management
Availability Management
As defined by ITIL, the goal of Availability Management is to optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives.
Availability Management ensures that the business can access the services it needs, when it needs them, for a cost they are willing to pay. The agreed availability of the IT infrastructure has an immediate and highly visible impact on end-users, which directly translates to customer satisfaction and the reputation of IT.
Effective Availability Management results in a more reliable IT infrastructure, delivering predictable and cost effective services to business. infraEnterprise's extensive Availability Management capabilities empower IT to:
- Plan and continually improve reliability of IT Service Management
- Ensure that Availability meets business needs
- Continually improve and optimize the level of Availability for the business
- Deliver reliable IT services and processes
- Provide cost effective services to meet business objectives
- Continually reduce the frequency, duration and impact of outages.
infraEnterprise enables the Availability of individual items to be tracked up to the business services level, allowing IT departments to quantify the end-to-end service experience for end-users of IT services.
Outage Tracking
Outage events are mapped to a graphical linking diagram that visually displays the outages and their associated relationships with Configuration Items. From within this view, outage simulations can be performed that allow IT to asses the potential impact of an outage on infrastructure and end-users. This graphical view also provides the Service Desk with a mechanism for identifying current outages and performing simulations to help in the root cause analysis of logged issues.
Both planned and unplanned outages are tracked by infraEnterprise, bringing together Incident, Change and Availability Management information so that each of these processes can feed information to each other, drawing upon and updating information maintained in the CMDB.
This information is displayed in a visually rich graphical user interface (GUI) to deliver rapid visual comprehension of the current situation. Interactive scrolling through historic Availability periods provides instant comparative data.
Reporting and Monitoring
infraEnterprise offers comprehensive tools for monitoring and reporting on Availability performance against defined Availability targets.
Extensive performance monitoring provides visibility of outages within the environment. Results can be viewed both graphically and through reports for any tracked CMDB item.
Alert mechanisms ensure that key stakeholders are notified when Availability commitments are under threat, thus providing sufficient time to remedy a failing service before Availability commitments are breached.
Smooth Integration with Other Processes
infraEnterprise's single application solution ensures true visibility between all processes. Availability information can be accessed for other ITIL processes, such as impact assessments by Change Management when planning outages, troubleshooting for Incident Management and root cause analysis for Problem Management. Outage simulation and 'find-causes' tools are provided as core functionality and can be accessed by the user without having to leave the call they are dealing with.
Change and Release Management automatically inform Availability Management of planned future outages; the information is published to stakeholders both within the main application and via the Customer Portal web interface. Communication of anticipated outages is invaluable in effectively managing customer and stakeholder relationships.
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