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A Case Study on Applying ITIL Availability Management Best Practice
Open accessAbstract
This paper presents a case study on how to apply ITIL availability management best practice to assess the end-to-end service availability in a tiered web service delivery environment. It also helps pinpoint the road blocks to the required service level and provide cost-effective solution for improved service delivery. An overview of basic ITIL availability management concept is provided along with the introduction to two key parameters, mean time between failure (MTBF) for reliability and mean time to repair (MTTR) for maintainability. Then a block diagram modeling approach for the overall information system availability assessment is presented. The block diagrams are used to describe the interrelationship among the components or subsystems to define a system model. The ITIL best practice approaches for availability management are discussed in detail in the case study. It demonstrates that the overall service availability is affected by the availability of information systems as well as applications and operational processes. The modeling approach is capable of gaining visibility on root cause of the service availability degradation, identifying risks in the existing information system, and providing support to future application development and infrastructure upgrade for high availability business services. Keywords: Service Availability, Information System Availability, ITIL, Availability Modeling
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“Organizations are now dependent on IT and related services, and for this reason, ITSMs are in high demand to cater to businesses' requirements and fulfil customers' expectations [4].”
From Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study (2023) · cites this paper as [4]
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Research works printed but not linked: 11
- Bowles, J.B., and Dobbins, J. G. (1998). High-Availability Transaction Processing: Practical Experience in Availability Modeling and Analysis. Proceedings of the 1999 Annual Reliability and Maintainability Symposium, 1(1), 268-273.
- Fisher, S. (2000). E-business Redefines Infrastructure Needs. InfoWorld, 22(2), 22.
- Hochstein, A., Tamm, G. and Brenner, W. (2005). Service-oriented IT management: Benefit, Cost and Success Factors. Regensburg ,Germany: Proceedings of European Conference on Information Systems.
- Hoyland, A., and Rausand, M. (1994). System Reliability Theory: Models and Statistics Methods. New York: Wiley.
- Leemis, L.M. (1995). Reliability-Probabilistic Models and Statistical Methods, Englewood Cliffs. New Jersey: Prentice Hall.
- Nickel, S.J. (1978). The Investment Decisions of Firms. Cambridge: University Press.
- Pope, R. H. (1986). Human Performance: What Improvement from Human Reliability Assessment, Reliability Data Collection and Use in Risk and Availability Assessment. In H.J. Wingender (Ed.), Proceedings of the 5th EuroData Conference (pp. 455-465). New York: Springer-Verlag.
- Potgieter, B. C., Botha, J. H., and Lew, C. (2005). Evidence That Use of the ITIL Framework is Effective. Tauranga, New Zealand: Proceeding of the 18th Annual Conference of the National Advisory Committee on Computing Qualifications.
- Raghavendra, C. S., and Makam, S. V. (1986). Reliability Modeling and Analysis of Computing Networks.IEEE Transactions on Reliability, 35(2), 156-160.
- Van Bon, J. (2002). IT Service Management Guide, Vol. 1, New York: Addison-Wesley.
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Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study
Sarwar, M. I., Abbas, Q., Alyas, T., Alzahrani, A., Alghamdi, T., & Alsaawy, Y. (2023) · IEEE Access · doi:10.1109/access.2023.3237550 · Cited by 101
Metadata
- Authors
- Zeng, J.
- Affiliations
- New York Institute of Technology (CA)
- Corresponding author
- Zeng, Jihong
- Venue
- Contemporary Management Research
- Published
- 2008-11-20
- Volume
- 4
- Issue
- 4
- ISSN
- 1813-5498 (ISSN-L)
- OpenAlex
- W2146988539
- Cited by
- 8
- References
- 0
- Citations by year
- 2023: 1 · 2018: 3 · 2014: 1 · 2013: 3
- FWCI
- 0.00
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Contemporary Management Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Management Information Systems › Information Technology Governance and Strategy
- Physical Sciences › Computer Science › Computer Networks and Communications › Software System Performance and Reliability
- Physical Sciences › Engineering › Safety, Risk, Reliability and Quality › Reliability and Maintenance Optimization
- Keywords
- ITIL, availability management, service availability, mean time between failures, mean time to repair, availability modeling, block diagram modeling, high availability, service level agreements, root cause analysis, IT service management
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