Volume G describes the approaches for an analysis of critical business processes, for the design of high-availability IT services and for IT control based on maturity models.

The description of the target groups and assignment can be found after the table.

Chapter	Assign- ment	Brief description	Target gr.
G 1 Einführung	Z	As one sub-aspect of reliability, availability is based on the professionalisation of IT service management. An overview of a methodological approach to IT control and IT service management is described; this is based on the generic process models ITL and CobiT. A listing of the underlying standards is provided as a supplement.	D/S/E
G 2 Definitionen	T	To improve understanding, methods for the quantitative measurement of availability and for the qualitative evaluation of reliability are described.	S/E
G 3 IT-Steuerung	Z	IT governance requires a consistent goal orientation and monitoring of goal achievement. Potential analysis on the basis of maturity models becomes a central control mechanism for IT service management and IT processes. In addition, the potential for optimisation with regard to increasing reliability is identified.	L
G 4 Phase S	S	Describes the process of determining the requirements from the business processes and for identifying critical business processes and defines the requirement quality for the reliability of services.	G/D
G 5 Phase I	S	Describes the methodology for potential analysis for determining the provided service quality and for analysing the service potential. The assessment used for analysis evaluates the potential of the technical and organisational architecture pillar.	S
G 6 Phase M	S	Provides instructions for orientating IT services on the basis of the business process requirements. Defines target criteria for service management and represents these as a model in a process layer and component layer. In addition, methods for optimising service potential and for residual risk analysis are described.	D/S/E
G 7 HV-Prinzipien	S	Presents ten defining principles for increasing availability and reliability (e.g. redundancy principle) and derives characteristics for evaluating potential.	D/S/E
G 8 Service-Modell	S	Presents service architectures as a composition of component models and process models.	D/S/E

Assignments

Abbreviation	Assignments	Description
Z	Relationships	Recommended for an overview
T	Theory	Theoretical principles
M	Methodology	Methodology background information
P1	Practice 1	Practice background information
P2	Practice 2	Instruments, practical application
P3	Practice 3	Operative implementation in practice

Target groups

Abbreviation	Target group
A	All
E	Experts
L	Governance level/management level
G	Business process manager/designer
S	Service manager
D	Designer