This article provides an overview of the ITIL process Availability Management.

Availability Management is a critical process within the IT Service Management lifecycles. The key objective of Availability Management is to ensure that IT services are available when the organisation needs them to be, as agreed in the service level agreements. Availability Management is also reactive, assisting with availability related incidents, problems and any related changes. IT infrastructure and other availability-related components should continually be reviewed and optimized to ensure appropriate cost-effective availability.

Availability should be considered from the outset and an availability plan should be reviewed to ensure that it is still in line with SLAs and organisation patterns. Failure to do so will impact customer satisfaction negatively as availability is seen as a key factor viewing the stability of the IT services.

  1. Key metrics
  2. Failure analysis
  3. Designing for availability
  4. Redundancy

For more information please contact Morland-Austin at