Task: Understand Technology Availability Management Requirements
The focus of this task is to obtain detailed understanding of Client needs, to meet the agreed technology availability levels for the service. This would typically include understanding current service landscape, business flow, infrastructure and application design etc.
Relationships
RolesPrimary: Additional: Assisting:
Outputs
Main Description
The first step is to review the Contract and the Service Governance Plan(SGP) to understand Client requirements, terms and conditions and Capgemini’s commitments pertaining to technology availability of the services. The availability targets for services, agreed with Client (as per SLA) must be understood. It is important to understand the key performance indicators(KPI) and the method of its measurement ( as state in the contract).

The nature of clients’ business and its uptime requirement would largely influence the technology availability requirements in an engagement. As a part of initial analysis of technology availability requirements, the Availability Manager must study the current technology landscape (of the Client and incumbent). This would include studying the existing infrastructure setup, design and architecture (for both application and infrastructure). The current system landscape must be analyzed for its capabilities as well as its weaknesses or loopholes. The system components and its inter dependencies should be understood. Current performance of technology availability must be understood and risks and issues pertaining to the same, should be identified. The Availability Manager, along with the Engagament Manager, should interview the Client to understand future business plans and requirements that can impact technology availability.

Any additional information available on the Technology Availability Management process must be obtained and reviewed. This can include existing policies, processes, procedures, tools, KPI, workload and work instructions. All the above inputs must be considered while planning for Technology Availability Management within the engagement. The knowledge gained by Engagement Manager during the sales process must be passed on to the Availability Manager.