Skill description
Ensuring services deliver agreed levels of availability to meet the current and future needs of the business.
Guidance notes
Activities may include, but are not limited to:
- defining and agreeing availability targets.
- disaster recovery planning and testing.
- ensuring services can collect data required to measure availability.
- monitoring, analysing and reporting on service availability.
- implementing availability management practices, including those for cloud-based services.
- maintaining and improving the availability of services.
- controlling and managing service availability to deliver agreed levels of availability in a cost-effective manner.
Level 3Apply
Performs defined availability management tasks, such as routine monitoring and data collection.
Tests disaster recovery procedures under direction and contributes to the documentation of recovery plans.
Assists with the operation of availability management tools and processes.
Monitors service components against agreed performance standards and reports any deviations.
Level 4Enable
Analyses service and component availability, reliability, maintainability and serviceability.
Contributes to the availability management process and its operation.
Monitors and maintains services and components to ensure ongoing compliance with agreed performance targets and service levels.
Implements disaster recovery arrangements and documents recovery procedures.
Conducts testing of recovery procedures.
Level 5Ensure, advise
Provides advice and guidance on the planning, design and improvement of service and component availability.
Investigates all breaches of availability targets and service non-availability and initiates remedial activities.
Develops plans for disaster recovery together with supporting processes.
Manages the testing of disaster recovery plans.
Level 6Initiate, influence
Sets policy and develops strategies, plans and processes to ensure services deliver agreed levels of availability.
Develops and implements new availability tools and techniques.
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