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Results for Availability Management

1 Pre-requisites

Question 1. Are at least some availability management activities established within the organisation, e.g. monitoring of service components, analysis of service availability?





Answered Yes: 508 (72%), Answered No: 193 (27%)

Question 2. Are availability management activities assigned to specific individuals or functional areas?





Answered Yes: 460 (65%), Answered No: 241 (34%)

Question 3. Have the availability requirements of the business been identified and documented?





Answered Yes: 375 (53%), Answered No: 326 (46%)

Question 4. Are there mechanisms in place for identifying service (un)availability and IT component failure?





Answered Yes: 454 (64%), Answered No: 247 (35%)

1.5 Management Intent

Question 5. Has the purpose and benefits of availability management been disseminated within the organisation?





Answered Yes: 333 (48%), Answered No: 354 (51%)

Question 6. Is the organisation committed to the monitoring of third party performance in relation to service targets?





Answered Yes: 372 (54%), Answered No: 315 (45%)

Question 7. Is your organisation committed to producing an IT service availability plan periodically?





Answered Yes: 351 (51%), Answered No: 336 (48%)

2 Process Capability

Question 8. Have responsibilities for various availability management activities been assigned?





Answered Yes: 382 (59%), Answered No: 263 (40%)

Question 9. Is there a single point of accountability (process owner) for capacity management ?





Answered Yes: 336 (52%), Answered No: 309 (47%)

Question 10. Has the scope of availability management been established within the organisation?





Answered Yes: 303 (46%), Answered No: 342 (53%)

Question 11. Do you have procedures for monitoring, analysing, and forecasting service availability?





Answered Yes: 328 (50%), Answered No: 317 (49%)

Question 12. Do you have procedures for agreeing, monitoring and measuring contracted service support?





Answered Yes: 336 (52%), Answered No: 309 (47%)

Question 13. Is there an established process for improving IT system resilience?





Answered Yes: 294 (45%), Answered No: 351 (54%)

Question 14. Do you have procedures for managing data backup and recovery?





Answered Yes: 460 (71%), Answered No: 185 (28%)

Question 15. 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?





Answered Yes: 320 (49%), Answered No: 325 (50%)

Question 16. Do you carry out monitoring and trend analysis of the availability, reliability and maintainability of IT infrastructure components?





Answered Yes: 325 (50%), Answered No: 320 (49%)

Question 17. Do you investigate the underlying reasons for unacceptable availability?





Answered Yes: 406 (62%), Answered No: 239 (37%)

Question 18. Do you produce and maintain an availability plan that prioritises and plans for IT availability improvements?





Answered Yes: 260 (40%), Answered No: 385 (59%)

Question 19. Are there explicit procedures for maintaining IT security?





Answered Yes: 403 (62%), Answered No: 242 (37%)

2.5 Internal Integration

Question 20. Are service availability detailed requirements reviewed, registered and used to inform the IT availability plan?





Answered Yes: 270 (42%), Answered No: 362 (57%)

Question 21. Are service availability details used to identify trends and to forecast future service availability levels?





Answered Yes: 279 (44%), Answered No: 353 (55%)

Question 22. Are proposed changes to improve service availability underpinned with service availability trends and forecasts?





Answered Yes: 274 (43%), Answered No: 358 (56%)

Question 23. Are availability design criteria reviewed to provide additional resilience to prevent or minimise the impact on the business?





Answered Yes: 312 (49%), Answered No: 320 (50%)

Question 24. Are all new/changed configuration items designed and tested to meet the availability criteria?





Answered Yes: 292 (46%), Answered No: 340 (53%)

3 Products

Question 25. Are standard reports on IT service availability produced on a regular basis?





Answered Yes: 364 (57%), Answered No: 265 (42%)

Question 26. Is there an IT service availability plan and is it regularly reviewed?





Answered Yes: 255 (40%), Answered No: 374 (59%)

Question 27. Do the measures and reporting on availability, reliability and maintainability accurately reflect the perspectives of the business, User and IT support organisation?





Answered Yes: 294 (46%), Answered No: 335 (53%)

Question 28. Are formal Requests for Change issued to request service availability improvement measures?





Answered Yes: 311 (49%), Answered No: 318 (50%)

3.5 Quality Control

Question 29. Are the standards and other quality criteria made explicit and applied to availability management activities?





Answered Yes: 284 (45%), Answered No: 339 (54%)

Question 30. Are the personnel responsible for availability management activities suitably trained?





Answered Yes: 319 (51%), Answered No: 304 (48%)

Question 31. Does the organisation set and review either targets or objectives for availability management?





Answered Yes: 311 (49%), Answered No: 312 (50%)

Question 32. Does the organisation use suitable tools to support the availability management process?





Answered Yes: 309 (49%), Answered No: 314 (50%)

4 Management Information

Question 33. Does Availability Management provide information concerning service availability and component failure?





Answered Yes: 361 (58%), Answered No: 255 (41%)

Question 34. Does Availability Management provide information concerning response times?





Answered Yes: 314 (50%), Answered No: 302 (49%)

Question 35. Does Availability Management provide information concerning recommendations / proposed changes for improvements in IT service availability?





Answered Yes: 333 (54%), Answered No: 283 (45%)

Question 36. Does Availability Management provide information concerning dependency of IT services on the operational status of their components?





Answered Yes: 274 (44%), Answered No: 342 (55%)

Question 37. Does Availability Management provide information concerning evaluation of preventative measures?





Answered Yes: 275 (44%), Answered No: 341 (55%)

Question 38. Does Availability Management provide information concerning IT service availability plan?





Answered Yes: 258 (41%), Answered No: 358 (58%)

Question 39. Does Availability Management provide information concerning change assessments?





Answered Yes: 278 (45%), Answered No: 338 (54%)

4.5 External Integration

Question 40. Do you hold regular meetings with interested parties in which ITSCM matters are discussed?





Answered Yes: 287 (47%), Answered No: 312 (52%)

Question 41. Does Availability Management exchange information with Problem Management concerning IT service downtime?





Answered Yes: 323 (53%), Answered No: 276 (46%)

Question 42. Does Availability Management exchange information with Problem Management concerning configuration items which are the root cause of service disruption?





Answered Yes: 324 (54%), Answered No: 275 (45%)

Question 43. Does Availability Management exchange information with Problem Management concerning the need for change or preventative maintenance as proactive problem management measures?





Answered Yes: 291 (48%), Answered No: 308 (51%)

Question 44. Does Availability Management exchange information with Capacity Management for ensuring that the availability plan takes into account trends in system usage?





Answered Yes: 277 (46%), Answered No: 322 (53%)

Question 45. Does Availability Management exchange information with Change Management concerning proposed change assessments?





Answered Yes: 296 (49%), Answered No: 303 (50%)

Question 46. Does Availability Management exchange information with Change Management concerning changes necessary to improve IT service availability?





Answered Yes: 307 (51%), Answered No: 292 (48%)

Question 47. Does Availability Management exchange information with Service Management to agree targets for the availability, reliability and maintainability of the IT infrastructure components that underpin IT Service(s)?





Answered Yes: 275 (45%), Answered No: 324 (54%)

Question 48. Does Availability Management exchange information with ITSCM to formulate the availability and recovery design criteria for the IT infrastructure?





Answered Yes: 284 (47%), Answered No: 315 (52%)

Question 49. Does Availability Management exchange information with Financial Management for IT Services to assess the cost of non-availability of services and help justify improvements identified within availability plans?





Answered Yes: 246 (41%), Answered No: 353 (58%)

Question 50. Does Availability Management exchange information with the Service Desk concerning end-user complaints of poor IT service availability?





Answered Yes: 310 (51%), Answered No: 289 (48%)

Question 51. Does Availability Management exchange information with Configuration Management to obtain data on configuration items and mean time between failures?





Answered Yes: 247 (41%), Answered No: 352 (58%)

Question 52. Does Availability Management exchange information with Applications Management to ensure that IT service availability is considered within the development lifecycle?





Answered Yes: 270 (45%), Answered No: 329 (54%)

5 Customer Interface

Question 53. Do you check with the customer if the activities performed by Availability Management adequately support the business needs?





Answered Yes: 259 (53%), Answered No: 227 (46%)

Question 54. Do you check with the customer that they are happy with the services provided?





Answered Yes: 279 (57%), Answered No: 207 (42%)

Question 55. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 232 (47%), Answered No: 254 (52%)

Question 56. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 228 (46%), Answered No: 258 (53%)

Question 57. Are you monitoring the customers value perception of the services provided to them?





Answered Yes: 244 (50%), Answered No: 242 (49%)