Activity: 11.01 - Initiate Technology Availability Management Process

The objective of this activity is to set-up for technology availability based on Client requirements, to meet the agreed levels for technology availability. This would include understanding the current service landscape, planning for technology availability and establishing procedures and tools for Technology Availability Management.

In order to setup for technology availability, it is imperative to understand the business and its uptime requirements. This activity focuses on understanding Client requirements and expectations related to availability of services. Technology availability requirements are driven by current as well as future business requirements. The Availability Manager must understand the contract, current capabilities, weaknesses and interdependencies between the services and system components. In addition, the Availability Manager, along with the Engagement Manager, should also gauge the future needs of the Client.

The Availability Manager must develop Technology Availability Management Procedures which provides guidance for handling technology availability requirements in the engagement. It should also include procedures around monitoring, reporting key performance indicators, escalation management, reporting, improvement identification etc. Tools required for enabling Technology Availability Management must be identified and communicated to the Service Delivery Environment Supervision Manager. The Availability Manager must create a comprehensive plan to achieve the required technology availability levels in the engagement.