Copyright The Art of Service

To insure that cost justifiable IT capacity always exists and that it is matched to the current and future identified needs of the business

Objectives Terminology

Performance Management

Monitoring of results Signalling of trends Analysis of information Tuning (eg by workload spread) Identify and register workload resources use Detect peaks and patterns Optimise resource use

Overview of current capacity in place Ability to plan capacity in advance Ability to estimate impact of new applications/modifications Benefits Cost savings Better service in tune with Business needs

Workload Management Resource Management

Suppliers capacity information unavailable/general/misleading Unrealistic expectations of Capacity Management Problems Monitoring too detailed causing excessive expense Hard to determine capacity needs before building applications

KPIs

Forecast vs actual demand Requirements met Capacity-related breaches of Service Levels Capacity-related Incidents or Problems Expenses reduced by better planning Performance against SLAs Utilisation of components in CDB

Capacity-related survey feedback explanations of capacity related incidents reports of capacity-related incidents diagnostic scripts & performance monitoring tools reports of capacity-related problems support with capacity-related problems RFCs for review Assessment of RFCs for capacity impact Release planning Advice on distribution strategies CI information from CMDB Capacity-related info for CMDB Security Policy and guidance Capacity reporting and planning Attempt to manage workload within SLAs Assistance with drafting OLAs Cooperation with Capacity Planning Cooperation with Availability Planning ITSCM Planning Info on minimum Capacity needed for recovery Assistance with financial justification of spending Capacity Plan cost summary

In Out In Out In Out In Out In Out In Out In Out In Out In Out In Out In Out Financial Management IT Service Continuity Management Availability Management Service Level Management Storage of Capacity Management Data subprocess activities Demand management Application Sizing Modelling Capacity Plan Reporting Infrastructure workload management to better utilise current capacity rather than increasing capacity Security Management Iterative Activities Configuration Management Release Management Business Capacity Management Service Capacity Management Resource Capacity Management Monitoring service levels Analysis of monitoring data and prediction Tuning infrastructure for now/future Implementing new/changed capacity Storing Capacity Management Data (CDB) Change Management Application Manager Problem Management Incident Management Network Manager System Manager Service Desk Capacity Manager Develop and maintain Capacity plan Manage the process Ensure Capacity database is up to date Evaluate all changes Translate business needs into required capacity Optimise performance Translate business needs into required capacity Optimise performance Translate business needs into required capacity Optimise performance

Roles

Capacity Management

Relationships

Subprocesses

Activities

Assess capacity needs during application planning/developme Simulation predicts future capacity needs Based on CDB financial/business/technical data Capacity performance over any given period