Dealing with Availability in an international Service Management scenario

摘要

In today's global economy context, since companies rely heavily on their information systems to delivery services to their Customers, any downtime can have serious impacts on their business. At the same time, the traditional approach of measuring the availability of only systems and components is no longer sufficient and must give way to a more comprehensive measurement that takes account of the whole service delivery chain. In this paper we present the method used by an international ICT service provider as UniCredit Group, to monitor and improve the availability of its services.