Service Continuity and Availability Management

Square Mile SystemsDavid Cuthbertson

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Service Continuity & Availability Management

Enabling Best Practice in IT Infrastructure Management!david.cuthbertson@squaremilesystems.comwww.squaremilesystems.comTel 0870 950 4651Mob 07717 883177

ISO20000 / BS15000 / ITILService Delivery Processes

Security Management

Service Continuity & Availability Management

Service Level Management

Service Reporting

Capacity ManagementFinancial Management

Release ProcessesRelease Management

Resolution ProcessesIncident Management

Problem Management

BusinessRelationship ManagementSupplier Management

Control ProcessesConfiguration Management

Change Management Relationship Processes

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Availability Management

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Availability Management

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• To ensure IT services are designed to deliver the availability requirements of the business

• Reporting to ensure availability, reliability and maintainability are measured and monitored

• Optimise the availability to deliver cost effective improvement and tangible benefits

• Reduce the frequency and duration of incidents• Identify shortfalls and progress corrective actions

OverviewUsers

Internal Suppliers and maintainers

IT Support Provider

External Suppliers & maintainers

OLA

Contracts

SLA

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Scope

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• New and existing services• Supplier services• Covers training, skills, policy, process,

procedures and tools• Doesn’t cover ITSCM

Availability Influences

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• Complexity• Reliability• Capability to maintain /support• Supplier maintenance quality• Quality and extent of operational processes

Incident Process

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1. Start2. Detection3. Diagnosis4. Repair5. Recovery6. Restoration & verification

Process Inputs/OutputsInputs Outputs

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Availability Management

Incident & Problem data

Availability, reliability & maintainability requirements

Business requirements Design criteria

Business impact assessment Infrastructure resilience & risk assessment

Targets for availability, reliability & maintainability

Reports of availability, reliability & maintainabilityMonitoring

Configurations Monitoring

Service Level Achievements Improvement plans

What Data Do You Need?Business Processes

Services

Software & Applications

LAN Voice

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Desktop WAN Server

Cabling

Environment – Power, Cooling, Space

What Data Do You Need?

Environment – Power, Cooling, Space

Cabling

LAN ServerDesktopVoice WAN

Services

Software & Applications

Business Processes

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Identifying Costs

Cost

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Total costs

Uptime 100%

PreventativeCorrective

The Cost(s) of Unavailability

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• Tangible– Staff productivity User/IT staff– Lost revenue– Overtime – Wasted good/materials– Fines/penalties

• Intangible– Customer dissatisfaction– Loss of business opportunity– Loss of customers– Damage to reputation, staff morale– Loss of confidence in IT supplier

Availability Exercise

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Service Continuity

• Ensuring the required IT technical and services facilities can be recovered within required, and agreed, business timescales

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Why Bother?

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1. Lower insurance premiums2. Regulatory requirements3. Business relationship4. Positive marketing of contingency capabilities5. Organisational credibility6. Competitive advantage

Which comes first

• Business Continuity Or• Service Continuity

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How do you scope

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• Service Level management• Availability management• Configuration management• Capacity management• Change management• Service desk

Scoping

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• Dependence on technology• Number & location of offices and services• Number of critical business processes• Limitation in providing ITSCM• Risk attitude

Risks/Threats

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• In scopeLoss of internal / external systems / networksLoss of dataUnavailability of key staff / suppliers

• Out of scope

Process

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• Initiate BCM• Business Impact Analysis• Risk Assessment• Business Continuity strategy• Recovery plans• Risk reduction measures• Develop Procedures• Testing• “Live”

Risk Reduction

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• Eliminate SPOF• Outsourcing to more than one supplier• Build in resilience• Improve security controls• Faster detection of threat• Improve change management

Recovery plans

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• People & Accommodation• IT systems & networks• Critical services• Critical assets

Example – Online Store

SellOrder goodsDeliverTake paymentPay bills / staffInvoice

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Type of Approach

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• Do nothing• Manual workaround• Reciprocal arrangements• Gradual recovery• Intermediate recovery• Immediate recovery

In Summary

• Service Continuity & Availability Management rely on all the other processes

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