Aula11 - ITIL v2 - Availability Management.PPT

Aula11 - ITIL v2 - Availability Management.PPT - ITIL...

Info icon This preview shows pages 1–6. Sign up to view the full content.

View Full Document Right Arrow Icon
ITIL ® is a Registered Trademark of the Office of Government Commerce (OGC) 1 ITIL ® Foundations Introduction to the IT Infrastructure Library Service Delivery Availability Management [email protected]
Image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
ITIL ® Foundations - Introduction to the IT Infrastructure Library 2 Unit 09: Availability Management Contents Goals and Objectives Key Terms Activities Inputs and Outputs Benefits and Challenges Key Performance Indicators (KPIs) Summary
Image of page 2
ITIL ® Foundations - Introduction to the IT Infrastructure Library 3 Service Delivery: The Tactical Processes Alerts, Exceptions & Changes -Inquiries - Communication -Reports and updates -Availability plan -Targets / thresholds -Reports -AMDB System Management Tools IT Infrastructure -Capacity plan -Targets / thresholds -Reports -CDB -Financial plan -Types & models -Costs & charges -Budget & forecasts -IT continuity plan -BIA & risk analysis -Define requirements -Disaster recovery contracts -Security plans -Intrusion prevention -Security event logging -SLAs, OLAs, SLRs, UCs -Service catalog -Requirements, targets, achievements Source: W. Cook Used with permission. Service Level Management Availability Management Capacity Management IT Financial Management IT Service Continuity Management Information Security Management Customers & Users
Image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
ITIL ® Foundations - Introduction to the IT Infrastructure Library 4 Availability Management Goals and Objectives Deliver sustained and cost-effective service availability that enables the achievement of business objectives Forecast, plan and manage services availability – design service availability into the IT infrastructure Collect, analyze, and report availability data to ensure service levels are being achieved For CIs not supported internally, ensure appropriate agreements exist with third-party suppliers Ensure that availability targets in SLAs are being met
Image of page 4
ITIL ® Foundations - Introduction to the IT Infrastructure Library 5 Availability Management
Image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 6
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern