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