Itil Module 4 – Availability Management

Front 1

What are the key words of Availability?

Back 1

Designs, implements, monitors and optimizes
sustained levels availability.

Front 2

What is the mission of Availability Management?

Back 2

To design, implement, monitor and optimize the
IT infrastructure and deliver sustained levels of availability.

Front 3

Describe the Availability Process and each of their outputs, the “itils” of availability?

Back 3

Reliability – The resilience design.
Recoverability – Recovery from failure.
Maintainability – Operational level agreement.
Serviceability – Third-party vendors support.
Security – Confidentiality, integrity, availability

Front 4

What are the three guiding principles for Availability?

Back 4

“Availability is at the core of customer and end-user satisfaction.”
“Recognizing that when things go wrong, it is still possible to achieve customer and end-user satisfaction.”
“Improving availability can only begin after understanding how IT services supports the business.”

Front 5

What is the basic service availability calculation?

Back 5

Availability = (AST-DT/AST) x 100 = Percentage of Service Availability
AST = Agreed Service Time
DT = Down Time

Front 6

In the Availability process for security, what is CIA?

Back 6

Confidentiality, Integrity, Availability (Access)

Front 7

What three techniques are used for identifying the impact of failure?

Back 7

CIFA – Component Impact Failure Analysis
FTA – Fault Tree Analysis
CRAMM – Component Risk Analysis and Management Methodology

Front 8

What are some of the benefits of Availability Management?

Back 8

• Availability levels are:
• Determined for maximum benefit.
• Approved by all concerned parties.
• Monitored, measured, and fully supported.
• The IT infrastructure is designed and built to documented standards and components.
• Removes single points of failure, which reduce potential major outages.
• Develops recovery processes that are effective and timely and therefore reduces the length of outages.