Availability Management Process Template

by Rajeshwari Kumar

What Is The Availability Management Process (AMP)?

The process of managing availability is to ensure that service levels are met and maintained. This includes planning, designing, transitioning, operating, and improving activities. The goal of availability management, which takes into consideration the costs involved in achieving it, is to provide services with an acceptable service level. Availability management is concerned with service availability. This includes people, processes, and technology, as well as facilities and the environment. Service management is successful when it can achieve and maintain agreed service levels. It allows organizations to achieve their business goals and understand and manage risks associated with service interruptions. Typically, a team of specialists with specialist knowledge and skills manages availability. The team should be made up of representatives from key stakeholders such as operations, engineering, and finance. 

Availability Management Process Template

Importance Of Availability Management Process

The goal of Availability Management, therefore, is to ensure that services and information are delivered on time and with high quality in accordance with agreed service levels. Availability Management is a process that addresses the need to take into account all aspects of service reliability during the design, planning, and implementation phases of the service lifecycle, as well as the operation and continual improvement phases. The Availability Manager, as the owner of the process, is responsible for ensuring an Availability Management System is in place to protect and manage the availability of services delivered to customers. The Availability Manager should be familiar with all aspects of service provision, including infrastructure, networks, and applications. 

To deliver the desired service level, they must understand the goals and objectives of the customer. The Availability Manager must also have excellent communication skills in order to establish relationships with other teams and meet the availability requirements. The Availability Manager will need to be able to manage any changes made to the system and ensure that all stakeholders are informed. The Availability Manager must also be familiar with the different tools available to measure and track service availability. The Availability Management System covers all the steps required to design, implement, and operate an Availability Management System. It can be used to meet all availability requirements. The system must also be able to identify and measure any shortcomings in service availability and take the appropriate remedial actions.

Steps For Availability Management Process

The following steps comprise the Availability Management Process:

1. Plan And Design Process: The plan and design process of Availability Management ensures the required levels are designed for new and changed IT services and that all processes to deliver and maintain those services are fit for purpose.

They include:

  • Determining the requirements for the availability of all new or altered IT services.
  • Designing architectures, components, dependencies, and reliability to achieve the desired levels of availability.
  • Identifying processes and personnel required to support the service according to the availability targets.
  • Documenting design decisions is important.

2. Risk Assessment: The process of risk assessment involves identifying, analyzing, and responding to the risks. This includes identifying risks, assessing hazards, and managing risks.

  • The management of risks involves identifying, analyzing, and responding to risk. This includes the identification of risks and the assessment and management of risks.
  •  This includes the identification and assessment of requirements for availability as well as the risk management to the availability of a system or service. 

Risks include:

  • Identifying Risks
  • Assessing Risk
  • Manage Risk
  • Monitor Risk

3. Cost-Effective: You must ensure that the service level agreement (SLA) is met by implementing cost-effective measures.

  • In order to implement cost-effective measures, the first step is to establish the Baseline Available for each service in the scope of SMS. 
  • Baseline Availability refers to the minimum level of service availability that is acceptable for each service. The Baseline Availability may vary for each service, and it can also differ between customers or groups.

The following measures are possible:

  • Reduce the Single Points of Fault (SPOF).
  • Improve the availability of components.
  • Implementing service redundancy.
  • Infrastructure resilience: improving the resilience.
  • Improve problem management.

4. Review Of The New And Changed Services: The process was designed to improve the availability and quality of services for organizations. It is important that you understand that Availability Management, unlike other benefits, is a method. It cannot be sold or outsourced. The Availability Management Process has changed, and each service has been updated.

The new services and changes in the ISO 20000 Availability Management Process are.

  • Service Level Management
  • Capacity management
  • Availability Management

5. Continual Improvement: The standard requires that organizations continuously improve their availability management process. Continuous improvement allows organizations to identify and fix problems, avoid them happening again, as well as improve the effectiveness of their availability processes.

6. Monitor Component Availability: Monitoring and ensuring component accessibility begins with the establishment of a baseline for each component. This baseline should contain all relevant information regarding the element, such as performance metrics and capacity. After the baseline is established, component monitoring and availability can be started.

7. Inquire About Service And Component Unavailability: This process identifies and recommends solutions to future incidents by identifying the root causes of component and service outages. 

The Investigate Service and Component Outage Unavailability Process interfaces with:

  • Service level management
  • Incident management
  • Problem management
  • Configuration management
Availability Management Process Template

Roles and Responsibilities Involved In The Process

1. Availability Manager: The Availability Manager's role is to ensure all systems and services meet the needs of the business. This includes monitoring and reporting availability and ensuring systems are designed, installed, and operated in a way that meets availability requirements.

The availability manager is responsible for the following:

  • Gathering and maintaining requirements for availability
  • Determining availability targets
  • Determining service level agreements (SLAs)
  • Monitoring and reporting availability
  • Coordinating incident response
  • Coordination of change management
  • Coordination of capacity management
  • Coordination of disaster recovery plans and business continuity plans
  • IT availability risk identification and mitigation
  • Assisting other teams as a consultant.

2. Service Owner: The service owner ensures the service meets agreed-upon availability targets.

3. Process Manager: The Process Manager's responsibility is to ensure that the plans and procedures agreed upon are followed.

4. Configuration Manager: The Configuration Manager is responsible for maintaining a current and accurate inventory of the hardware and software components that comprise the service.

5. Incident Manager: The Incident Manager is responsible for ensuring that all incidents and emergencies are handled promptly.

6. Problem Manager: The Problem Manager's responsibility is to investigate the root causes of incidents and take corrective actions to prevent them from occurring again.


Availability Management is a planning, monitoring, and reporting process to ensure systems and services are available and meet the business objectives. It is important to make sure that systems and services will be available at all times and that redundancies have been implemented to maintain availability. This process allows the desired levels to be tracked over time, analyzed, and reported.