Syllabus and Qualification Framework This qualification covers the Service Management discipline of Availability Management as described in the IT Infrastructure Library (ITIL) Service Delivery book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Availability Management. 1. LEARNING OBJECTIVES Holders of the ISEB Practitioner Certificate in IT Service Management: Availability Management will be able to demonstrate their competence in, and their ability to: Plan for the implementation of Availability Management Optimise the of the IT infrastructure by delivering cost effective improvements Ensure IT services are designed to deliver the appropriate levels of Report on IT, ensuring agree levels of are measured and monitored Identify the Vital Business Functions Be aware of the business and user perspective of the IT services Achieve a reduction in the frequency and duration of incidents which impact on Create and maintain an Availability Plan aimed at improving overall of services and CIs Understand the techniques and calculations commonly used by Availability Management Know the roles and responsibilities of Availability Management Understand the interdependencies between Availability Management and other IT Service Management processes. 2. SYLLABUS I. Planning The planning, implementation and improvement of the Availability Management process understand the planning activities involved in the planning of Availability Management understand the potential costs, benefits and problems associated with the implementation of Availability Management know the objectives, scope, roles and responsibilities of Availability Management review Availability Management processes identifying areas of weakness and instigating resolutions and proactive improvements Copyright The British Computer Society 2006 1
II. Availability Planning Determining the required from the infrastructure, ensuring that is considered from the design stage onwards, that recovery is also considered along with security requirements. Determine the requirements of the business Influence the design of new services to ensure is built in Define, reliability and maintainability targets for the infrastructure in support of and as defined in SLAs, OLAs and underpinning contracts Calculate end to end service Describe the considerations for recovery of services Describe the required security considerations Know how to manage planned downtime III. Availability Improvement Considerations for ongoing improvement and optimisation of Optimise the of the infrastructure in a cost effective manner Achieve a reduction in the frequency and duration of incidents which impact on Identify shortfalls in and weak spots in the infrastructure, and take appropriate corrective actions Know how to prepare and maintain an Availability Plan, to ensure existing and future requirements can be met Work with IT Service Continuity Management to identify Vital Business Functions IV. Availability Measurement The key issues concerning the measurement of true, the practical limitations and calculation of the costs of un. Understand the techniques for measuring of services and CIs Know the principles for calculating the cost of un Understand the difficulties associated with measuring true Know how to measure of services from the user s point of view Know how to use the IT Availability Metrics Model Monitor and perform trend analysis of the, reliability and maintainability of CIs Copyright The British Computer Society 2006 2
V. Availability Management Tools, Methods & Techniques The awareness, knowledge and use of Availability Management support tools and techniques. Demonstrate the use of tools to capture CI downtime and carry out modelling Use the techniques of CFIA, FTA, CRAMM, SOA, TOP and the expanded incident lifecycle to measure, monitor and improve Understand the concepts of MTBF, MTTR, MTBSI and their impact on overall VI. Reporting The preparation of Availability Management reports for distribution throughout the organisation as appropriate. identify the Availability Management related reports required throughout the organisation produce regular and ad-hoc Availability Management reports and circulate these as required define and report on the Key Performance Indicators (KPIs) of Availability Management analyse reports and take the appropriate action VII. Interfaces and Dependencies The appreciation and understanding of the interfaces and dependencies Availability Management has with the other Service Management processes. identify and understand the interfaces that Availability Management has with other IT and Service Management processes define and document the dependencies of other Service Management processes on Availability Management processes and information define and document the dependencies of Availability Management on other Service Management processes and information implement procedures that facilitate the interfacing and dependence of Availability Management with all other IT and Service Management processes Recommended minimum number of hours training in the above syllabus: 18 hours Copyright The British Computer Society 2006 3
3. EXAMINATION FORMAT The Practitioner examination consists of two parts. The examination is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study. The Case Study will be the same across all disciplines and is also the same as the one issued to the Training Providers and used by candidates in completion of their in-course assignment. The examination will be invigilated by an ISEB invigilator. The examination accounts for 50% of the overall assessment for the Certificate. The remaining 50% of the marks are gained from an in-course assignment. To qualify for the certificate, candidates are required to achieve 50% in each of the multiple choice paper and in-course assignment, with an overall combined total of 65%. Normally, the examination will be held on-site at the conclusion of the course. However, ISEB will normally also arrange four central examinations per year. Please contact the ISEB for further details. 4. PREPARING FOR EXAMINATIONS To be entered for the Practitioner s examination leading to the certificate, the candidate must fulfil three requirements: Attend an accredited training course and complete the in-course assignment Demonstrate at least one year s experience in the Availability Management process Hold the foundation Certificate in IT Service Management Candidates taking the examination immediately following a course will be entered for the examination by the course provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained. In order to offer training leading to the Practitioner s Certificate, course providers must first be accredited by the ISEB. A list of accredited training providers is available on the ISEB web site or from the Examination Officer at the ISEB. The training may be offered in a variety of formats, but is most commonly available as a three-day course. Please ensure that you check our web site www.bcs.org.uk/iseb for the up to date list of accredited training providers. 5. SUMMARY OF EXAMINATION FEES For candidates who have attended accredited training and who are entering for the first time, fees will be paid by the course provider. In all other cases, the fees will be charged to the individual prior to the examination date. A schedule of fees is available on the ISEB web site. Copyright The British Computer Society 2006 4
6. EXAMINATION DATES Full details and information on examinations dates can be found on the ISEB web site or can be obtained from the Examinations Officer at the ISEB. 7. CONTACT INFORMATION For further information on this qualification, please contact the ISEB Examinations Officer, telephone +44 (0) 1793 417 542 or at the postal address below. For all general advice and guidance about ISEB examinations, please refer to www.iseb.org.uk where background information on ISEB is available together with details of all other awards on offer. If the information you require is not covered on the web pages, then please contact the ISEB Examinations Office on isebenq@hq.bcs.org.uk or telephone +44 (0) 1793 417426. Postal address: ISEB (ITSM Practitioner), First Floor, Block D, North Star House, North Star Avenue, Swindon, SN2 1FA Copyright The British Computer Society 2006 5