Availability Management

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The primary purpose of the Availability Management is to define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc... are appropriate for the agreed availability targets for AlBabtain Group’s business.
The goal of Availability Management process is to ensure that all the IT services are available and are functioning correctly whenever users want to make use of them in the framework of the SLA’s in force.
The scope of Availability Management process covers the design, implementation, measurement, management and improvement of IT services and component availability.
Availability Management understands the service and component availability requirements from AlBabtain Group’s business perspective in terms of the IT infrastructure, data, application, environment and their performance. Current business processes, their operation and requirements. Future business plans and requirements. Service targets and the current IT service operation and delivery. Business impacts and priorities in relation to the services and their usage.

Availability Management shall be performed in accordance with an established Availability Management Process and set of procedures which covers analyzing incidents and events, development of appropriate availability requirements, risk management and interfaces (for example with Service Level Management, Capacity Management, Incident Management, Problem Management and Change Management)

Availability management depends on the correct design of the Information Technology services, the reliability of the configuration items (CI’s) involved, their proper maintenance and the quality of the internal and external services agreed.
1. The Availability requirements agreed with the business for IT services are consistently met.
2. Corrective actions are being progressed to address any shortfalls in meeting the levels of Availability required and expected by the business.
3. Optimizing the existing IT infrastructure to provide improved levels of availability at a lower cost when availability requirements change according to the business.
4. Contributes activities to support an overall service improvement.
5. Reduction in the costs associated with a given level of availability.
6. 3.1.6 The number of incidents are reduced.

Availability : The time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.
Reliability : Measure of the time the services functioned correctly without interruptions.
Maintainability : Capacity to maintain the service operational and recover it in the event of an interruption.
Serviceability : Determines the availability of the internal and external services contracted and their appropriateness for the Operational Level Agreement (OLA’s) and Under Pinning Contracts (UC’s) in force. When an IT service as a whole is subcontracted, the terms availability and service capacity re equivalent.

P.S. The mentioned “RACI chart “procedures are built on standard practice and can be changed upon business and technology environment. And/or IT new frameworks, new roles & responsibilities across IT resources and business owners demand.

This document is intended for the internal use of AlBabtain Group and its subsidiaries only. Unauthorized usage or possession of this document in any form is strictly prohibited. The recipient should ensure that this document is not de-constructed, reproduced or circulated without prior approval from the document owner.

R	The person(s) who is/are RESPONSIBLE for the process
A	The person(s) who is/are ACCOUNTABLE about the process
C	The person(s) who is/are CONSULTED in the process
I	The person(s) who is/are INFORMED about the process

Roles	Job Title/ Role Name
Role “1”	Application Analyst / Technical Analyst / IT Operator
Role ”2”	Availability Manager/Service Owner

Procedure	Role “1”	Role “2”
Availability Management
Design Services for Availability	R	A/R
Availability Testing	R	A/R
Availability Monitoring and Reporting	R	A/R

Company	AlBabtain Group	Version	1.0
Department	Group IT Department	Status	Final
Description	Availability Management Policies & Procedures	Updated	10052017
Document Ref.	GITD_ITP_P010