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Volume 32, Issue 2

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Tuesday, 21 April 2015 05:00

5 Keys to Limiting Risk Exposures with IT Service Management

Written by  Alex Belyarchik & Mark Ware

Managing business operational and availability risk should begin early in any application or business process lifecycle. Engage ITIL’s (information technology infrastructure library) service model to ensure that disaster recovery (DR) risks are considered from service design to retirement. When designed properly, DR relies heavily on established IT service level management (SLM) and availability management capabilities. SLM establishes the operational meaning of “normal” as agreed to by the business and IT, where availability management is focused on the day-to-day management of the business application or service – in line with the service agreement (SLA) established in SLM. For either to be effective, we must address the following:What is the business service? What is the business’s expectation in terms of availability and service quality? What specific IT services support the business service? Does the business service rely on or provide support for other business services? What IT infrastructure components are aligned to the supporting IT services?As you can see,