3 questions;
1) If you were looking independently at an IT departments adherence to good practice service “availability management”, - in this question the service is file & print services and database services (sql-server, oracle rdbms) etc, what specifically at ground level should you be looking for. What metrics indicate good availability management, what evidence indicates good availability management. What exactly should admins be doing for good availability management.
2) And second part, what does poor availability management look like. What sort of lack of procedures leads to poor availability management I.e can you provide some practical examples of poor availability management? What is bad availability management, what metrics indicate bad availability management?
3) Can you give a non-IT guide to what technically you are doing different between availability mgmt. and performance mgmt.
If you'd like to rephrase into a way that expresses the issue you have to address then I will.