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The 6 Elements of ITIL® Availability Management

Computer SecurityA key focus of any IT service provider should be availability. Being available is integral in order to establish reliability.

Overextending your availability may end up costing the business money in the long run. Part of an  ITIL® service design training program is learning how to quantify reliability versus expense.

Learn the Six Elements

To do so, it is important to be aware of each of the six elements of ITIL availability management.

1. Serviceability

Although much of IT service is provided through labor, some additional components may be required from a third party. In that case, serviceability in the ITIL availability framework refers to the amount of time getting said component can expect to take.

2. Reliability

This phase will be of particular important to those who require IT services from your company. Reliability is the average length of time that a service or component can operate effectively and without problems before it needs additional attention.

For example, you might be able to say that after a thorough firewall testing, a client’s firewall should be able to work for a certain number of weeks or months before it requires additional testing. This helps businesses gauge when they will likely next have to be available to provide additional service.

3. Recoverability

In a nutshell, this phase is all about estimating how long a fix will take. If a network is down, IT service providers should be able to offer estimated examples to their customers of how much time they can expect before seeing a resolution.

More importantly, your IT company or department can anticipate how much time and resources will need to be allocated before the problem is resolved to the satisfaction of the customer.

4. Maintainability

After an IT issue has been addressed, it is vital to know how long each component can last given basic maintenance. This quantified data helps to determine what level of maintenance provides the best overall return. For example, let’s assume that after servicing, a component can last for one month with no maintenance.

With monthly maintenance, perhaps it could last for four months. With weekly maintenance, it could last for six months. Given the cost of the component and the required labor, quantified maintainability can help businesses determine the most cost-effective IT service solutions.

5. Resilience

This phase of ITIL availability management” refers the projected length of time before failure occurs. Resilience can be applied to a number of different areas that play a role in availability.

Resilient might focus on the average length of time before employees make human error, based on work history, or the length of time before individual clients require service or attention.

6. Security

In the IT world, security is a major deliverable as well as a high priority. For IT service providers, the availability of security is vital. Being able to quantify just how long various components can withstand breaches, hacks and violations can help businesses understand how much work or service will be required in the future and at what intervals.

Along with understanding the six phases of ITIL availability management, the right training program from Ashford Global can help you better quantify availability and understand the transition periods between each phase.

Contact us to learn more about scheduling the ITIL training you need for your business.


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Mary is a leading trainer in Microsoft® and Business Applications.

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