Menyusun Strategi agar Availibility IT Infrastructure selalu tinggi - ITIL V3

Agar availabilitas dapat tetap tinggi dan konsisten maka kita perlu menetapkan “Support structure” – struktur tim pendukung yang jelas, sehingga dalam pelaksanaannya masing-masing tim akan berjalan sesuai dengan tugas dan tanggung jawabnya masing-masing.

Structure support, akan mengacu pada tingkat layanan yang harus diberikan sesuai dengan kondisi/kebutuhan support yang harus diberikan, berikut tingkat/Level dukungan:

• L1 – Level 1, tanggung jawab layanan di berikan oleh Provider IT (Managed Service)
• L2 – Level 2, tanggung jawab layanan di berikan oleh Provider IT (Managed Service)
• L3 – Level 3, tanggung jawab layanan di berikan oleh Provider IT (Managed Service/3rd Party)
• L4 – Level 4, tanggung jawab layanan di berikan oleh Provider IT (Principle/3rd Party)

Berikut contoh stucture support terkait layanan untuk system-Infrastructure:

Systems	Systems/Apps	Support Structure
		L1	L2	L3	L4
Databases	Oracle	MS team	MS team	3rd-Party	Principal
	Informix	MS team	MS team	MS team	Principal
	Veritas Cluster	MS team	MS team	3rd-Party	3rd-Party
	Microsoft SQL	MS team	MS team	3rd-Party	Principal
Operating Systems	Linux	MS team	MS team	MS team	Principal
	HPUX	MS team	MS team	3rd-Party	Principal
	AIX	MS team	MS team	3rd-Party	Principal
	Solaris	MS team	MS team	3rd-Party	Principal
	Windows	MS team	MS team	3rd-Party	Principal
Virtual Machines	VMware	MS team	MS team	MS team	Principal
	Microsoft Sharepoint	MS team	MS team	MS team	Principal
Servers	HP	MS team	MS team	3rd-Party	Principal
	SUN	MS team	MS team	3rd-Party	Principal
	IBM	MS team	MS team	3rd-Party	Principal
Storage Area Network	NetApp	MS team	MS team	3rd-Party	Principal
	HP-EVA	MS team	MS team	3rd-Party	Principal
	IBM	MS team	MS team	3rd-Party	Principal
	Brocade	MS team	MS team	3rd-Party	3rd-Party
	EMC	MS team	MS team	3rd-Party	Principal
Data Network & Security	Data Network Routers	MS team	MS team	MS team	Principal
	Firewalls	MS team	MS team	MS team	Principal
	LoadBalancers	MS team	MS team	3rd-Party	Principal
	Proxy Bluecoat	MS team	MS team	3rd-Party	3rd-Party
	Symantec ESM	MS team	MS team	3rd-Party	Principal
Backup	Tape library	MS team	MS team	MS team	Principal
	COmmvault	MS team	MS team	MS team	3rd-Party

Berikut contoh stucture support terkait layanan untuk system-Applications:

Systems	Applications	Support Structure
		L1	L2	L3	L4
Enterprise Support Systems	CRM Siebel	MS team	MS team	3rd-Party	Principal
	CLM	MS team	3rd-Party	3rd-Party	Principal
	SAP	MS team	MS team	3rd-Party	Principal
	MS Dynamics	MS team	MS team	3rd-Party	Principal
IT (Operations Support Systems)	PABX and Remote Office	MS team	MS team	MS team	3rd-Party
	Managed File Transfer	MS team	MS team	3rd-Party	3rd-Party
	MACH FTP Server	MS team	MS team	3rd-Party	3rd-Party
	HPOV	MS team	MS team	3rd-Party	Principal
Business Support Systems (BSS)	Web methods	MS team	MS team	3rd-Party	Principal
	App. Handler	MS team	3rd-Party	3rd-Party	Principal
	Provisioning	MS team	MS team	3rd-Party	Principal
	Mediation	MS team	MS team	3rd-Party	3rd-Party
Service Provision Network (SPN)	Bulk SMS	MS team	MS team	MS team	Principal
	USSD Gateway (UMB)	MS team	MS team	MS team	Principal
	Mobile Banking	MS team	MS team	3rd-Party	Principal
	Prepaid Registration System	MS team	MS team	3rd-Party	3rd-Party
	Voicemail	MS team	MS team	3rd-Party	Principal
	Roaming Services Notification	MS team	MS team	MS team	3rd-Party

Adapun faktor yang dapat mempengaruhi availability antara lain:

• System monitoring yang digunakan oleh masing-masing domain berbeda, sehingga koordinasi yang dijalankan menjadi semi-otomatis/beberapa harus dengan notifikasi/tindaklanjut secara manual  

• Terkait scope, belum adanya kejelasan lingkup tanggung jawab yang jelas untuk kriteria L1/L2/L3

• Dari sisi non-teknis, terkait sisi komersial yang belum final/jelas ke pihak ke-3 maupun ke principal