Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'
Level 1 - Pre-requisites
Are at least some availability management activities established within the organization, e.g. monitoring of service components, analysis of service availability?
Are availability management activities assigned to specific individuals or functional areas?
Have the availability requirements of the business been identified and documented?
Are there mechanisms in place for identifying service (un)availability and IT component failure?
Level 1.5 - Management Intent
Has the purpose and benefits of availability management been disseminated within the organization?
Is the organization committed to the monitoring of third party performance in relation to service targets?
Is your organization committed to producing an IT service availability plan periodically?
Level 2 - Process Capability
Have responsibilities for various availability management activities been assigned?
Is there a single point of accountability (process owner) for capacity management ?
Has the scope of availability management been established within the organization?
Do you have procedures for monitoring, analyzing, and forecasting service availability?
Do you have procedures for agreeing, monitoring and measuring contracted service support?
Is there an established process for improving IT system resilience?
Do you have procedures for managing data backup and recovery?
Do you have defined targets for the availability, reliability and maintainability of IT infrastructure components that are documented and agreed in SLAs, OLAs and contracts?
Do you carry out monitoring and trend analysis of the availability, reliability and maintainability of IT infrastructure components?
Do you investigate the underlying reasons for unacceptable availability?
Do you produce and maintain an availability plan that prioritizes and plans for IT availability improvements?
Are there explicit procedures for maintaining IT security?
Level 2.5 - Internal Integration
Are service availability detailed requirements reviewed, registered and used to inform the IT availability plan?
Are service availability details used to identify trends and to forecast future service availability levels?
Are proposed changes to improve service availability underpinned with service availability trends and forecasts?
Are availability design criteria reviewed to provide additional resilience to prevent or minimise the impact on the business?
Are all new/changed configuration items designed and tested to meet the availability criteria?
Level 3 - Products
Are standard reports on IT service availability produced on a regular basis?
Is there an IT service availability plan and is it regularly reviewed?
Do the measures and reporting on availability, reliability and maintainability accurately reflect the perspectives of the business, User and IT support organization?
Are formal Requests for Change issued to request service availability improvement measures?
Level 3.5 - Quality Control
Are the standards and other quality criteria made explicit and applied to availability management activities?
Are the personnel responsible for availability management activities suitably trained?
Does the organization set and review either targets or objectives for availability management?
Does the organization use suitable tools to support the availability management process?
Level 4 - Management Information
Does Availability Management provide information concerning...
service availability and component failure?
response times?
recommendations / proposed changes for improvements in IT service availability?
dependency of IT services on the operational status of their components?
evaluation of preventive measures?
IT service availability plan?
change assessments?
Level 4.5 - External Integration
Do you hold regular meetings with interested parties in which ITSCM matters are discussed?
Does Availability Management exchange information with...
Problem Management concerning IT service downtime?
Problem Management concerning configuration items which are the root cause of service disruption?
Problem Management concerning the need for change or preventative maintenance as proactive problem management measures?
Capacity Management for ensuring that the availability plan takes into account trends in system usage?
Change Management concerning changes necessary to improve IT service availability?
Service Management to agree targets for the availability, reliability and maintainability of the IT infrastructure components that underpin IT Service(s)?
ITSCM to formulate the availability and recovery design criteria for the IT infrastructure?
Financial Management for IT Services to assess the cost of non-availability of services and help justify improvements identified within availability plans?
the Service Desk concerning end-user complaints of poor IT service availability?
Configuration Management to obtain data on configuration items and mean time between failures?
Applications Management to ensure that IT service availability is considered within the development lifecycle?
Level 5 - Customer Interface
Do you check with the customer if the activities performed by Availability Management adequately support the business needs?
Do you check with the customer that they are happy with the services provided?
Are you actively monitoring trends in customer satisfaction?
Are you feeding customer survey information into the service improvement agenda?
Are you monitoring the customers value perception of the services provided to them?
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