At the beginning of a Service Engagement, the Availability Manager must establish the procedures for Technology
Availability Management. This is done by tailoring Capgemini’s standard procedures. A tailoring guideline is used to
facilitate this and procedures are tailored to meet the need of the engagement or Client specifics.
Technology Availability Management Procedures should cover the method for handling availability related support requests
from operations. This also provides guidance on carrying out analysis (proactive as well as reactive) and providing
recommendations for improving technology availability. It should also cover activities like monitoring, data collection,
reporting of measurements, improvement identification etc. The Availability Manager should identify and engage stakeholders
both internal, external and finalize the organization structure. Roles and responsibility must be defined and agreed.
Training and skill enhancement requirements for Technology Availability Management must be identified. Governance structure
and process of monitoring must be detailed out in the procedures. The Availability Manager must agree on service level
agreements and obtain a clear understanding on how measurements (in terms of Service Level Agreements (SLA), Key
Performance Indicators (KPI), etc.) for Technology Availability Management are defined and how its performance will be
monitored and reported.
The Technology Availability Management Procedures should be maintained throughout the life of the engagement but should be
revised if the Client’s requirements or standard processes change. This helps the team and the stakeholder to have clear
understanding on the Technology Availability Management process and expectations.
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