【正文】 Availability Management Service Management Function Published: October 20xx Reformatted: January 20xx For the latest information, please see ii A vailability Management The information contained in this document represents the current view of Microsoft C orporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a mitment on the part of M icrosoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WA RRANTIES, EXPRESS, IMPLIED O R STATUTORY, A S TO THE INFORMATION IN THIS DOCUMENT. C omplying with all applicable copyright laws is the responsibility of the user. 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Service Management Function iii Contents Executive Summary ............................................................................................... 1 Introduction ........................................................................................................... 3 Availability Management Overview ...................................................................... 5 Goal and Objectives .............................................................................................6 Scope...................................................................................................................6 Key Definitions .....................................................................................................6 Processes and Activities ........................................................................................ 9 Process Flow Summary.........................................................................................9 Define Service Level Requirements .....................................................................10 Define Critical Customer Functions ...............................................................11 Define Availability Requirements...................................................................11 Propose Availability Solution ...............................................................................12 Identify Major Information Technology Service Components .........................12 Design for Availability ...................................................................................13 Define Availability Risks and Countermeasures .............................................13 Define LifeCycle Management Needs ...........................................................16 Design for Recovery .....................................................................................17 Define Incident Life Cycle .............................................................................19 Design for Customer Satisfaction During Outages .........................................21 Define Management Processes......................................................................21 Formalize Operating Level Agreements ...............................................................21 Roles and Responsibilities................................................................................... 23 Availability Manager ...........................................................................................23 Relationship to Other SMFs ................................................................................. 25 Service Level Management .................................................................................25 Financial Management ........................................................................................26 Workforce Management......................................................................................26 IT Service Continuity Management .....................................................................26 Capacity Management ........................................................................................26 1 Executive Summary Availability has bee one of the most important aspects of service delivery in the highly visible ebusiness global economy. Consequently, the demand for 24hoursaday, 7daysaweek operation is greater than ever. Availability, or the lack of it, has a dramatic influence on customer satisfaction and can very quickly affect the overall reputation and success of the enterprise. Availability management is responsible for ensuring that serviceaffecting incidents do not occur, or that timely and effective action is taken w