What Is Service Availability Management?

Service availability management is the ITSM process focused on ensuring that services meet agreed uptime and performance targets. It combines monitoring, capacity planning, and incident analysis to keep critical services running reliably.

Core Activities in Availability Management

• Defining availability targets in SLAs
• Designing redundancy and failover mechanisms
• Monitoring uptime and performance
• Analyzing incidents and downtime causes
• Implementing preventive improvements

Key Metrics

• Availability (%): Actual uptime versus target
• Number of outages: How often services go down
• Duration of outages: Total downtime over a period
• MTTR: Time to restore service after outages

Why Availability Management Matters

• Protects revenue and productivity
• Meets contractual commitments
• Improves user trust in IT services

Industry Insight

Atlassian notes that availability management is critical for organizations relying on always-on digital services.

Learn Availability Concepts

Service availability is covered on Wikipedia.

How TicketingNext Supports Availability Management

TicketingNext links incidents, problems, and changes to availability metrics, helping teams see how support work affects uptime. See TicketingNext features or explore use cases.

Want better service availability? Contact our team.