ITLF Availability and Service Resilience Summary

This document is a summary of the ITLF Availability/Service Resilience papers produced by the BCS ITLF Working Group. It outlines the importance of improving service resilience, particularly for complex, 24/7 operational systems. The summary collates key recommendations from discussions held in 2025, emphasizing the need for cross-organizational interest in enhancing service resilience. It defines key terms such as availability and resilience, highlighting their distinct meanings. The paper discusses challenges faced by operational systems, including complexity, non-deterministic behavior, interdependency, and the need for effective communication among stakeholders. It also reports on various Round Table discussions that addressed IT failures and their impact on users and the economy. The document includes recommendations for further actions and collaboration among organizations to improve service resilience and operational effectiveness. Additionally, it references the significance of regulatory frameworks and the necessity for differentiated education and training in this field.