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8.8.1 IT component downtime data
capture and recording
8.8.2 Database repositories
8.8.3 Report generation and statistical
analysis
8.8.4 Availability modelling
8.8.5 Systems Management
Availability Management, to be effective, needs a range of tools to support the key activities of the Process. The initial tool requirements to support the establishment of Availability Management can be summarised as follows: -
It is important when considering the requirements for tools to initially distinguish between those that are required to support the activities associated with the Availability Management process and those required to improve IT Availability, i.e. Systems Management.
However tool selection should be influenced where an integrated solution is available that meets the needs of the process while helping achieve the overall aim of improved levels of Availability.
The capture and recording of data pertaining to IT component downtime (planned and unplanned) is a key requirement for the forecasting and reporting of Availability. It would be usual to find this information available from the Service Desk, Problem Management and Change Management sections of the IT support organisation.
To improve the accuracy and quality of information it is recommended that component downtime detection and data recording be automated.
A number of database repository tools are required to support other IT Infrastructure Management processes. Therefore, the implementation and deployment of Availability Management can be simplified where these database tools already exist.
The database support tools that can be utilised by Availability Management are as follows: -
The Configuration Management Database (CMDB) provides information regarding the IT Infrastructure configuration. Information from the CMDB can provide essential input to assist Availability Management with forecasting the Availability of a given IT Infrastructure, assessing single points of failure, identification of IT component owners etc.
The CMDB is also an essential source of information relating to Incidents, Problems and Changes affecting the IT Infrastructure and IT Services.
The Capacity Management Database (CDB) provides information regarding the Capacity Management of the IT Infrastructure. Information from the CDB can provide essential input to assist Availability Management identify planned upgrades to hardware, software and network components, workload and application Capacity/performance data.
Availability Management may wish to consider having its own database repository. The Availability Management Database (AMDB) can be utilised to record and store selected data and information required to support key activities such as report generation, statistical analysis and Availability forecasting.
The AMDB should be the main repository for the recording of IT Availability metrics based on the ITAMM model.
The AMDB can also be used to store Availability Management deliverables such as the Availability Plan and SOA assignment report and action plans.
All other information pertaining to Availability should reside within the CMDB and CDB to provide reusability of data to multiple IT Service Management processes and avoid unnecessary duplication and Cost.
| Hints and Tips Be pragmatic. Define the initial tool requirements and identify what is already deployed that can be used and shared to get started as quickly as possible. Where basic tools are not already available, work with other IT Service Management disciplines to identify common requirements with the aim of selecting shared tools and minimising costs. The AMDB should address specific reporting needs of Availability Management not provided/or accommodated by existing repositories. |
Reporting and analysis tools are required for the manipulation of data stored in the various databases utilised by Availability Management. These tools can either be platform or PC based. This will be influenced by the database repository technologies selected and the complexity of data processing and reporting required.
Availability Management, once implemented and deployed, will be required to produce regular reports on an agreed basis, e.g. monthly Availability reports, Availability Plan, SOA status reports etc.
However the proactive nature of the Role in seeking opportunities to further optimise the Availability of the IT Infrastructure and the need to respond to emerging Availability requirements requires flexibility. When defining requirements the need for interactive database query tools should be stated as an essential requirement.
For reporting purposes organisational reporting standards should be used wherever possible. If these don't exist then IT standards should be developed so that IT reports can be developed using standard tools and techniques. This means that the integration and consolidation of reports will subsequently be much easier to achieve.
Modelling tools are required to forecast Availability and to assess the Impact of Changes to the IT Infrastructure. Inputs to the modelling process include descriptive data of the component reliability, maintainability and serviceability.
A spreadsheet package to perform calculations is usually sufficient. If more detailed and accurate data is required a more complex modelling tool may need to be developed. The lack of readily available Availability modelling tools in the marketplace may require such a tool to be developed and maintained 'in-house'.
Unless there is a clearly perceived benefit from such a development and the ongoing maintenance costs, the use of existing tools and spreadsheets should be sufficient.
An output from the Availability Management process is the real time monitoring requirements for IT Services and components. To achieve the levels of Availability required and/or ensure the rapid restoration of service following an IT failure requires investment and exploitation of a systems management toolset.
Systems Management tools are an essential building block for IT Services that require a high level of Availability (see Figure 8.9) and can provide an invaluable role in reducing the amount of downtime incurred.
Availability Management requirements cover the detection and alerting of IT Service and component exceptions, automated escalation and notification of IT failures and the automated
recovery and restoration of components from known IT failure situations.
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