ITIL知识管理手册.pptVIP

* Copyright Notes: Digital China, training@ 2006 The key activities of the process are as follows: determining the Availability requirements from the business for a new or enhanced IT Service and formulating the Availability and recovery design criteria for the IT Infrastructure in conjunction with ITSCM determining the vital business functions and impact arising from IT component failure. Where appropriate reviewing the Availability design criteria to provide additional resilience to prevent or minimise impact to the business defining the targets for Availability, reliability and maintainability for the IT Infrastructure components that underpin the IT Service to enable these to be documented and agreed within SLAs, OLAs and contracts establishing measures and reporting of Availability, Reliability and Maintainability that reflects the business, User and IT support organisation perspectives monitoring and trend analysis of the Availability, Reliability and Maintainability of IT components reviewing IT Service and component Availability and identifying unacceptable levels investigating the underlying reasons for unacceptable Availability. producing and maintaining an Availability Plan which prioritises and plans IT Availability improvements. * Copyright Notes: Digital China, training@ 2006 MTTR: Mean Time To Repair MTBF: Mean Time Between Failures MTBSI: Mean Time Between System Incidents * Copyright Notes: Digital China, training@ 2006 The scope of Availability Management covers the design, implementation, measurement and management of IT Infrastructure Availability. Availability Management commences as soon as the Availability requirements for an IT Service are clear enough to be articulated. It is an ongoing process, finishing only when the IT Service is decommissioned. * Copyright Notes: Digital China, training@ 2006 During the design for Availability activities it is necessary to predict and evaluate the impact on IT Service Availability arising