By Ivanka Menken, Gerard Blokdijk, Claire Engle
Read or Download The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL Trainers Tips On Achieving ITIL V3 And ITIL Foundation Certification For ITIL Service Management, Second Edition PDF
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Additional resources for The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL Trainers Tips On Achieving ITIL V3 And ITIL Foundation Certification For ITIL Service Management, Second Edition
Org Phone: +61 (0)7 3252 2055 34 service design AVAILABILITY MANAGEMENT Why Gartner research shows that people and/or process failures directly cause an average of 80 percent of mission-critical application service downtime. The other 20 percent is caused by technology failure, environmental failure or a disaster. The complexity of today's IT infrastructure and applications makes “highavailability” systems management difficult. Applications requiring high levels of availability must be managed with operational disciplines (including network monitoring, systems management activities etc) to avoid unnecessary and potentially devastating outages.
Objective The Capacity Management process understands the business requirements (the required Service Delivery), the organization's operation (the current Service Delivery) and the IT Infrastructure (the means of Service Delivery). It ensures that all the current and future Capacity and performance aspects of the business requirements are provided cost-effectively. Inputs and outputs Inputs • Business information • Service and IT information • Component performance and capacity information • Service performance issues • Service information • Financial information • Change information • Performance information • CMS • Workload information Outputs • The Capacity Management Information System (CMIS) • The Capacity Plan • Service performance information and reports • Workload analysis and reports • Ad hoc capacity and performance reports • Forecasts and predictive reports • Thresholds, alerts and events Activities Business Capacity Management: This sub-process is responsible for ensuring that the future business requirements for IT Services are considered, planned and implemented in a timely fashion.
Objective The objective of this process is to: Plan and coordinate the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates Ensure that all parties adopt the common framework of standard re-usable processes and supporting systems in order to improve the effectiveness and efficiency of integrated planning and coordination activities Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the Service Transition plans.
The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL Trainers Tips On Achieving ITIL V3 And ITIL Foundation Certification For ITIL Service Management, Second Edition by Ivanka Menken, Gerard Blokdijk, Claire Engle