Title: Achieving and Managing Availability SLAs with ITIL Driven Processes, DevOps, and Workflow Tools,
Abstract: System and application availability continues to be a fundamental
characteristic of IT services. In recent years the IT Operations team at
Wolters Kluwer CT Corporation has placed special focus on this area. Using a
combination of goals, metrics, processes, organizational models, communication
methods, corrective maintenance, root cause analysis, preventative engineering,
automated alerting, and workflow automation significant progress has been made
in meeting availability SLAs or Service Level Agreements. This paper presents
the background of this work, approach, details of its implementation, and
results. A special focus is provided on the use of a classical ITIL view as
operationalized in an Agile and DevOps environment.
Keywords: System Availability, Software Reliability, ITIL, Workflow
Automation, Process Engineering, Production Support, Customer Support, Product
Support, Change Management, Release Management, Incident Management, Problem
Management, Organizational Design, Scrum, Agile, DevOps, Service Level
Agreements, Software Measurement, Microsoft SharePoint.