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Practical IT Service Management, 2nd Edition by Thejandra BS

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CHAPTER 14: AVAILABILITY MANAGEMENT

‘Work expands so as to fill the time available for its completion. General recognition of this fact is shown in the proverbial phrase “It is the busiest man who has time to spare”.’

C Northcote Parkinson

What is availability?

A general dictionary defines availability as something that is ready for use or accessible when required. In ITIL, availability refers to the accessibility of the various infrastructure and services provided by IT services during the stated time periods.

The ITIL definition of availability is:

‘Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. ...

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