Single logo
LoginSign Up

ITIL Availability Management Audit Checklist

A comprehensive checklist for auditing and improving IT availability management processes in alignment with ITIL best practices to ensure optimal service uptime and reliability.

ITIL Availability Management Audit Checklist

by: audit-now
4.4

Get Template

About This Checklist

The ITIL Availability Management Audit Checklist is a crucial tool for IT professionals and organizations implementing ITIL best practices in their availability management processes. This comprehensive checklist ensures that IT services are designed, implemented, and maintained to meet agreed-upon availability levels. By addressing key areas such as availability planning, monitoring, measurement, and improvement, this checklist helps organizations optimize service uptime, minimize downtime, and enhance overall IT service reliability and resilience.

Learn more

Industry

Information Technology

Standard

ITIL - IT Service Management

Workspaces

IT Infrastructure

Occupations

Availability Manager
IT Service Manager
Infrastructure Manager
ITIL Consultant
Business Continuity Manager
1
What is the location of the audit?

Enter the specific location of the audit.

To identify where the audit is taking place for record keeping.
2
What is the date of the audit?

Select the date of the audit.

To document when the audit was conducted.
3
What is the current availability status of the service?
To assess the reliability of the service being audited.
4
What is the uptime percentage for the last month?

Enter the uptime percentage (0-100).

To measure the service reliability in terms of uptime.
Min: 95
Target: 99
Max: 100
5
Has the disaster recovery plan been tested in the last year?

Select true if tested, false otherwise.

To evaluate the preparedness for potential service disruptions.
6
Please provide any additional comments or observations.

Enter any relevant comments or observations.

To capture qualitative insights that may not be addressed by structured questions.
7
What is the Mean Time to Recovery (MTTR) for critical incidents?

Enter the MTTR in hours.

To assess the efficiency of the recovery process after incidents.
Min: 1
Target: 4
Max: 24
8
Is there a documented capacity planning process in place?

Select true if documented, false otherwise.

To confirm if the organization has a strategy for managing service capacity.
9
What lessons were learned from the last incident?

Provide details on lessons learned.

To capture insights that can improve future incident management.
10
Who is conducting the audit?

Enter the name of the auditor.

To identify the individual responsible for the audit.
11
What is the start time of the audit?

Select the date and time the audit starts.

To track when the audit process begins for scheduling purposes.
12
How would you rate the adequacy of the incident response process?
To evaluate the effectiveness of the incident response in maintaining service reliability.
13
What is the unique reference number for this audit?

Enter the reference number assigned to this audit.

To provide a unique identifier for tracking and record-keeping.
14
When was the last review of the service continuity plan conducted?

Select the date of the last review.

To ensure the service continuity plan is regularly reviewed and updated.
15
What is the level of impact for services during an incident?
To evaluate how critical services are affected during incidents.
16
What is the estimated Recovery Time Objective (RTO) for critical services?

Enter the RTO in hours.

To assess the expected time to restore service operations after an incident.
Min: 0
Target: 2
Max: 12
17
Have backup procedures been verified within the last month?

Select true if verified, false otherwise.

To confirm that backup processes are functioning as expected.
18
Please provide any recommendations for improving service continuity.

Enter your recommendations here.

To gather suggestions that can enhance the service continuity strategy.
19
What is the name of the service being audited?

Enter the name of the service.

To identify which specific service is under evaluation.
20
What is the completion date of the audit?

Select the date of audit completion.

To document when the audit was finalized.
21
What is the compliance level with the Service Level Agreement?
To assess adherence to the defined service performance standards.
22
What is the average response time for service requests?

Enter the average response time in hours.

To evaluate the efficiency of service response.
Min: 0
Target: 1
Max: 10
23
Has a user satisfaction survey been conducted in the last quarter?

Select true if conducted, false otherwise.

To gauge user satisfaction and feedback on the service.
24
Please provide any additional observations about service performance.

Enter your observations here.

To capture any qualitative insights that may be relevant.
25
What is the name of the system being audited for security?

Enter the name of the system.

To specify which system's security is being evaluated.
26
When was the last security assessment conducted?

Select the date of the last assessment.

To ensure that security assessments are performed regularly.
27
What is the current status of identified vulnerabilities?
To assess how vulnerabilities are being managed within the system.
28
How many security incidents have occurred in the past year?

Enter the total number of incidents.

To quantify the security incidents for risk assessment.
Min: 0
Target: 5
Max: 100
29
Have access control policies been reviewed in the last six months?

Select true if reviewed, false otherwise.

To confirm that access control measures are up to date.
30
Please provide recommendations for enhancing security measures.

Enter your recommendations here.

To gather insights on potential security enhancements.

FAQs

The primary purpose is to evaluate and improve an organization's availability management processes in alignment with ITIL best practices, ensuring that IT services meet or exceed agreed-upon availability targets.

It is recommended to conduct an ITIL Availability Management Audit annually or semi-annually, depending on the criticality of IT services and the frequency of infrastructure changes.

Key stakeholders include Availability Managers, IT Service Managers, Infrastructure Managers, Service Level Managers, and representatives from business continuity and disaster recovery teams.

Crucial areas include availability planning and design, availability monitoring and measurement, availability risk assessment, vital business function (VBF) analysis, service outage analysis, and continuous availability improvement initiatives.

The checklist helps identify gaps in availability management processes, ensures proper measurement and reporting of availability metrics, and provides insights for enhancing service resilience and reducing unplanned downtime.

Benefits

Improves overall IT service availability and reliability

Reduces service downtime and associated business impacts

Enhances IT service resilience and disaster recovery capabilities

Aligns availability levels with business requirements and expectations

Facilitates proactive identification and mitigation of availability risks