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Square Mile SystemsDavid Cuthbertson
© Square Mile Systems 1
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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• 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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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
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
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