Category: Delivery and operation

Subcategory: Service management

Availability management - AVMT

Ensuring services deliver agreed levels of availability to meet the current and future needs of the business.

Levels:

Level 3:
Description: Performs defined availability management tasks, such as routine monitoring and data collection. Tests disaster recovery procedures under direction and contributes to the documentation of recovery plans. Assists with the operation of availability management tools and processes. Monitors service components against agreed performance standards and reports any deviations.

Level 4:
Description: Analyses service and component availability, reliability, maintainability and serviceability. Contributes to the availability management process and its operation. Monitors and maintains services and components to ensure ongoing compliance with agreed performance targets and service levels. Implements disaster recovery arrangements and documents recovery procedures. Conducts testing of recovery procedures.

Level 5:
Description: Provides advice and guidance on the planning, design and improvement of service and component availability. Investigates all breaches of availability targets and service non-availability and initiates remedial activities. Develops plans for disaster recovery together with supporting processes. Manages the testing of disaster recovery plans.

Level 6:
Description: Sets policy and develops strategies, plans and processes to ensure services deliver agreed levels of availability. Develops and implements new availability tools and techniques.