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.
翻译：近年来,Wolters Kluwer CT Corporation的信息技术业务小组特别注重这一领域,结合使用目标、指标、流程、组织模式、通信方法、矫正维护、根本原因分析、预防性工程、自动警报和工作流程自动化,在达到服务级协议或服务级协议方面取得了重大进展,本文件介绍了这项工作的背景、方法、实施细节和成果,特别侧重于在Agile和DevOps环境中操作的典型ITIL观点的使用。关键词:系统可用性、软件可靠性、ITIL、工作流程自动化、流程工程、生产支持、客户支持、产品支持、变革管理、发布管理、事件管理、问题管理、组织设计、Scrum、Agile、DevOps、服务级协议、软件计量、微软 Sharepoint。
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