Availability Management

According to ITIL, Availability is defined as the "Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security".

Availability Management is defined as "The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner."

Availability Management "defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles, etc. are appropriate for the agreed service level targets for availability".

Distinguishes between availability and reliability targets and measures (per the following definitions):

Vendor response: Yes, it does the platform use Dashboards for Distinguishes between availability and reliability targets and measures like Availability and Reliability.





Manage the availability and reliability aspects of the following elements:

Vendor response: The management the availability and reliability with dashboard use gather all information about individual components, end to end services and all assets monitored in platform.







Service models can be defined by the client against which end-to-end service availability and reliability, as well as related component availability and reliability can be monitored, measured, and reported.

Vendor response: Yes, te customer can define availably and reliability and monitored, measured for each service like the sample bellow when we are monitoring availability and reliability from University Turnstiles. Reported using Dashboards.



Service availability and reliability modeling, optimization, and forecasting for planned service updates and new services can be managed.

Vendor response: Yes, it does using forecast metrics 



Availability plans for current and future availability and reliability requirements can be managed. 

Vendor response: Yes, use availability/reliability Dashboards and plans from knowledge base





Availability and reliability targets for all elements can be recorded and can be linked to or related to appropriate service and component records in the service component repository.

Vendor response: Yes, can be linked on CMDB and Infrastructure Platform.





Availability and reliability targets for all elements can be recorded and can be linked to or related to appropriate service and internal support agreements. 

Vendor response: Yes on service Desigh screen and reported using Availability Dashboards





Service and component outages can be recorded and managed, supporting the calculation and reporting of availability and reliability metrics.

Outage-related data from multiple sources can be aggregated. 

While outage information may be entered manually, at a minimum, outage information should be able to be captured through system monitoring.  

Vendor response: Yes, use Availabilities Dashboard and all outages are captured through system monitoring that create an incident.









Planned outage periods for services and components can be identified and this information can be used for the calculation of availability and reliability metrics, and the suppression of notifications.

Vendor response: Yes using schedule maintenance plan





Outages can be related or linked to incident and problem records for investigation and support.

Vendor response: Yes all outages create an event and incident/problem record for investigation





Outages can be applied to the appropriate record in the service component repository, which can then be accessed by and visible to incident and problem investigation. 

Vendor response: Yes, all outage are informed in description field in incident/problem





Alert thresholds can be defined against which notification of pending or breached availability or reliability issues can be triggered. This can be done at service and component levels and can be defined by the client. 

Vendor response: Yes. The customer just need to create Alert thresholds and the platform will create an event that will create a incident



Initiates related continuity or disaster recovery plans and notifications through predefined thresholds related to availability.

Vendor response: Yes, using continuity process linked with specific service



Calculates and reports availability and reliability performance metrics for all elements and links or provides these metrics to the appropriate service or component record in the repository.

Vendor response: Customer can check availability and reliability performance metrics using Dashbord.











Calculates and reports availability and reliability performance metrics for all elements and links or provides these metrics for the appropriate agreements and performance reporting.

Vendor response: Customer can check availability and reliability performance metrics using Dashbords.



Supports measuring a synthetic transaction of the availability and reliability of a service that defines the expected outcome, criteria, and scope of the measurement.

Vendor response: Yes the APM functionality in platform can measuring a synthetic transaction of the availability and reliability of a service