Gestão de disponibilidade: estudo de caso aplicado em um serviço de TI

Abstract

Unavailability of a service used by users may cause financial loss, weakening the brand and corporate image and dissatisfaction of customers/users. Thus, there is need to develop and maintain an availability management process, ensuring that all operational services are available when they are used. The services offered must meet the availability objectives agreed with the business and new services should be designed properly to achieve the desired requirements without compromising the performance of existing services. This paper aims to present a proposal for a management process availability of IT services, based on best practices, applied in service(s) of critical IT(s) of business in a real environment.