ITIL: Continuity and Availability Management

Overview/Description
 American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and support of IT services are divided into core processes within the IT infrastructure library. This course covers two of the service delivery processes: IT service continuity management and availability management. IT service continuity management is the process of dealing with disasters affecting IT services and maintaining services to allow the business to continue to operate. Availability management works closely with IT service continuity management; it allows IT services to plan for availability and recovery.

Target Audience
 IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization; also targeted for individuals looking to prepare for the IT Service Management Foundation Certificate exam

Expected Duration
2.5

Lesson Objectives:

Continuity Management

  • identify the value of understanding the role of IT service continuity management.
  • identify the objective of IT service continuity management.
  • sequence the four stages of the business continuity life cycle.
  • identify the necessary elements of a recovery plan.
  • identify examples of the activities undertaken during the initiation stage of the business continuity life cycle.
  • identify examples of risk reduction measures undertaken during the strategy phase.
  • identify the activities to undertake during the implementation stage of the business continuity life cycle.
  • identify the activities to undertake during the operational management stage of the business continuity life cycle.
  • identify the responsibilities of the IT service continuity manager.
  • match each IT service management process with the description of how it relates to IT service continuity management.
  • identify examples of common problems and costs associated with IT service continuity management.

    • Availability Management

  • identify the benefits of the availability management process.
  • identify the primary responsibilities of availability management.
  • identify the guiding principles of availability management.
  • match availability management process components with corresponding examples.
  • match availability management activities with corresponding examples.
  • identify the methods used to identify availability improvement opportunities.
  • use availability calculations.
  • identify the metrics captured during the expanded incident life cycle.
  • match the IT service management processes to descriptions of how each process relates to availability management.
  • identify examples of the common problems and costs associated with availability management.


    • Course Number: CUST0185