Sei sulla pagina 1di 28

Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Direct Indirect Compliance RAG


Sl No. ISO20000 clause description Artifacts Artifacts Affirmations Level Status
The service provider shall identify and agree capacity and performance
1 requirements with the customer and interested parties. 0 0 0 NC NC
The service provider shall create, implement and maintain a capacity plan taking into
2 consideration
Changes to thehuman, technical,
capacity information
plan shall andby
be controlled financial resources.
the change management 0.5 0.5 0.5 PC PC
3 process. 0.5 0.5 0.5 PC PC

The capacity plan shall include at least: a) current and forecast demand for services;
b) expected impact of agreed requirements for availability, service continuity and
service levels; c) time-scales, thresholds and costs for upgrades to service capacity;
d) potential impact of statutory, regulatory, contractual or organizational changes; e)
potential impact of new technologies and new techniques; f) procedures to enable
4 predictive analysis, or reference to them. 0.5 0.5 0.5 PC PC
The service provider shall monitor capacity usage, analyze capacity data and tune
5 performance. 0 0 0 NC NC
The service provider shall provide sufficient capacity to fulfill agreed capacity and
6 performance requirements. 0 0 0 NC NC
Total "Shall" check points 6 FC PC NC
Fully compliant Clause 0% 0% 50% 50%
Partial compliant Clause 50%
Non compliant Clause 50%

Total "Shall" 6
FC 0%
PC 50%
NC 50%

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Direct Indirect Compliance RAG


Sl No. ISO20000 clause description Artifacts Artifacts Affirmations Level Status

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description


The service provider shall identify and agree capacity and performance
1 requirements with the customer and interested parties.
The service provider shall create, implement and maintain a capacity plan taking into
2 consideration
Changes to thehuman, technical,
capacity information
plan shall andby
be controlled financial resources.
the change management
3 process.

The capacity plan shall include at least: a) current and forecast demand for services;
b) expected impact of agreed requirements for availability, service continuity and
service levels; c) time-scales, thresholds and costs for upgrades to service capacity;
d) potential impact of statutory, regulatory, contractual or organizational changes; e)
potential impact of new technologies and new techniques; f) procedures to enable
4 predictive analysis, or reference to them.
The service provider shall monitor capacity usage, analyze capacity data and tune
5 performance.
The service provider shall provide sufficient capacity to fulfill agreed capacity and
6 performance requirements.
Total "Shall" check points
Fully compliant Clause
Partial compliant Clause
Non compliant Clause

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description


The service provider shall identify and agree capacity and performance
1 requirements with the customer and interested parties.
The service provider shall create, implement and maintain a capacity plan taking into
2 consideration
Changes to thehuman, technical,
capacity information
plan shall andby
be controlled financial resources.
the change management
3 process.

The capacity plan shall include at least: a) current and forecast demand for services;
b) expected impact of agreed requirements for availability, service continuity and
service levels; c) time-scales, thresholds and costs for upgrades to service capacity;
d) potential impact of statutory, regulatory, contractual or organizational changes; e)
potential impact of new technologies and new techniques; f) procedures to enable
4 predictive analysis, or reference to them.
The service provider shall monitor capacity usage, analyze capacity data and tune
5 performance.
The service provider shall provide sufficient capacity to fulfill agreed capacity and
6 performance requirements.
Total "Shall" check points
Fully compliant Clause
Partial compliant Clause
Non compliant Clause

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
IT Consulting ISO20000 Process Assessment Wipro Consulting Services

Name Capacity management


Context This process ensures that there are sufficient resources and capacity to meet current and future agree
Purpose aThe
service provider
purpose of thetocapacity
providemanagement
sufficient resources
processacross an entire
is to ensure thatservice in order
the service to deliver
provider has the agreed
service ca
Outcome As a result of successful implementation of this process:
1. current and future capacity and performance requirements are identified
Validatingand agreed;
6 shall 2. a capac
Statements
Clause No. Clause Details
1 The service provider shall identify and agree capacity and
performance requirements with the customer and
interested parties.

2 The service provider shall create, implement and maintain a


capacity plan taking into consideration human, technical,
information and financial resources.

3 Changes to the capacity plan shall be controlled by the


change management process.

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

Name Capacity management


Context This process ensures that there are sufficient resources and capacity to meet current and future agree
Purpose aThe
service provider
purpose of thetocapacity
providemanagement
sufficient resources
processacross an entire
is to ensure thatservice in order
the service to deliver
provider has the agreed
service ca
Outcome As a result of successful implementation of this process:
1. current and future capacity and performance requirements are identified
Validatingand agreed;
6 shall 2. a capac
Statements
Clause No. Clause Details
4 The capacity plan shall include at least: a) current and
forecast demand for services; b) expected impact of agreed
requirements for availability, service continuity and service
levels; c) time-scales, thresholds and costs for upgrades to
service capacity; d) potential impact of statutory, regulatory,
contractual or organizational changes; e) potential impact of
new technologies and new techniques; f) procedures to
enable predictive analysis, or reference to them.

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

Name Capacity management


Context This process ensures that there are sufficient resources and capacity to meet current and future agree
Purpose aThe
service provider
purpose of thetocapacity
providemanagement
sufficient resources
processacross an entire
is to ensure thatservice in order
the service to deliver
provider has the agreed
service ca
Outcome As a result of successful implementation of this process:
1. current and future capacity and performance requirements are identified
Validatingand agreed;
6 shall 2. a capac
Statements
Clause No. Clause Details
5 The service provider shall monitor capacity usage, analyze
capacity data and tune performance.

6 The service provider shall provide sufficient capacity to fulfill


agreed capacity and performance requirements.

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

es and capacity to meet current and future agreed requirements in a cost effective and timely manner. The process enables
oss an entire
to ensure thatservice in order
the service to deliver
provider has the agreed
service service
capacity to performance
meet current and
and meet
futurethe service
agreed level targets.
requirements.
ess:
irements are identified
Validatingand agreed;
6 shall 2. a capacity plan is developed based on the capacity and performance
Statements
Questions to be asked
How do you capture and agree the capacity and performance
requirements with customers and other interested parties?
- FU: Can you please share the master document that showcases
the agreed capacity and performance requirements with the
customer and interested parties?
- FU: Are there any specific capacity and performance
requirements for any of the service?

How do you plan for enough capacity for providing the services?
What parameters are considered for such planning?
- FU: Do you take into consideration the human, technical,
information and financial resources while planning for capacity?

How do you manage changes in the capacity plan?


- FU: Can you share a documented evidence on how the
changes to Capacity plan are monitored and controlled?

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

es and capacity to meet current and future agreed requirements in a cost effective and timely manner. The process enables
oss an entire
to ensure thatservice in order
the service to deliver
provider has the agreed
service service
capacity to performance
meet current and
and meet
futurethe service
agreed level targets.
requirements.
ess:
irements are identified
Validatingand agreed;
6 shall 2. a capacity plan is developed based on the capacity and performance
Statements
Questions to be asked
Could you please explain the typical capacity planning
parameters? What is included in capacity plan?
- FU: How do you forecast the services demand wrt service
continuity, regulatory impact, technology change, organizational
change etc.?
- FU: How is the demand management forecasts/prediction
done?
- FU: What procedures/methods and techniques have been
used to build such forecasts?
- FU: How often do you revisit the information?

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

es and capacity to meet current and future agreed requirements in a cost effective and timely manner. The process enables
oss an entire
to ensure thatservice in order
the service to deliver
provider has the agreed
service service
capacity to performance
meet current and
and meet
futurethe service
agreed level targets.
requirements.
ess:
irements are identified
Validatingand agreed;
6 shall 2. a capacity plan is developed based on the capacity and performance
Statements
Questions to be asked
How do you monitor and maintain performance of capacity
management?
- FU: How do you monitor
- Demand related measures
- Servers capacity
- Infrastructure capacity
- FU: How do you report this information back to the
management?
- FU: Where do you record the results of the monitoring
activities?
- FU: What are the thresholds defined for each of the above?

How do you ensure the sufficient capacity is in place for the


required service to be delivered?

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

n a cost effective and timely manner. The process enables


ance
rrent and
and meet
futurethe service
agreed level targets.
requirements.

ped based on the capacity and performance


Documents for Evidence
Master services agreement, SOW, Availability
timelines, SLA's

Capacity Plan

Options:
Document Version control (SharePoint Archive)
VSS

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

n a cost effective and timely manner. The process enables


ance
rrent and
and meet
futurethe service
agreed level targets.
requirements.

ped based on the capacity and performance


Documents for Evidence
Contract agreement, Capacity plan, Capacity
management risk register and any other relevant
documents.

RapidSM IP Capacity Management Document Owner: Praveen Kumar


IT Consulting ISO20000 Process Assessment Wipro Consulting Services

n a cost effective and timely manner. The process enables


ance
rrent and
and meet
futurethe service
agreed level targets.
requirements.

ped based on the capacity and performance


Documents for Evidence
Performance Reports from tools

Master service agreement, CM plan, Reports

RapidSM IP Capacity Management Document Owner: Praveen Kumar


Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

1 The service provider shall identify How do you capture and agree the capacity and
and agree capacity and performance performance requirements with customers and
requirements with the customer and other interested parties?
interested parties. - FU: Can you please share the master document
that showcases the agreed capacity and
performance requirements with the customer and
interested parties?
- FU: Are there any specific capacity and
performance requirements for any of the service?

2 The service provider shall create, How do you plan for enough capacity for providing
implement and maintain a capacity the services? What parameters are considered for
plan taking into consideration such planning?
human, technical, information and - FU: Do you take into consideration the human,
financial resources. technical, information and financial resources while
planning for capacity?

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

3 Changes to the capacity plan shall How do you manage changes in the capacity plan?
be controlled by the change - FU: Can you share a documented evidence on
management process. how the changes to Capacity plan are monitored
and controlled?

4 The capacity plan shall include at Could you please explain the typical capacity
least: a) current and forecast planning parameters? What is included in capacity
demand for services; b) expected plan?
impact of agreed requirements for - FU: How do you forecast the services demand wrt
availability, service continuity and service continuity, regulatory impact, technology
service levels; c) time-scales, change, organizational change etc.?
thresholds and costs for upgrades to - FU: How is the demand management
service capacity; d) potential impact forecasts/prediction done?
of statutory, regulatory, contractual - FU: What procedures/methods and techniques
or organizational changes; e) have been used to build such forecasts?
potential impact of new - FU: How often do you revisit the information?
technologies and new techniques; f)
procedures to enable predictive
analysis, or reference to them.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

5 The service provider shall monitor How do you monitor and maintain performance of
capacity usage, analyze capacity capacity management?
data and tune performance. - FU: How do you monitor
- Demand related measures
- Servers capacity
- Infrastructure capacity
- FU: How do you report this information back to
the management?
- FU: Where do you record the results of the
monitoring activities?
- FU: What are the thresholds defined for each of
the above?

6 The service provider shall provide How do you ensure the sufficient capacity is in place
sufficient capacity to fulfill agreed for the required service to be delivered?
capacity and performance
requirements.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

1 The service provider shall identify Master services agreement, SOW,


and agree capacity and performance Availability timelines, SLA's
requirements with the customer and
interested parties.

2 The service provider shall create, Capacity Plan


implement and maintain a capacity
plan taking into consideration
human, technical, information and
financial resources.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

3 Changes to the capacity plan shall Options:


be controlled by the change Document Version control (SharePoint
management process. Archive)
VSS

4 The capacity plan shall include at Contract agreement, Capacity plan,


least: a) current and forecast Capacity management risk register
demand for services; b) expected and any other relevant documents.
impact of agreed requirements for
availability, service continuity and
service levels; c) time-scales,
thresholds and costs for upgrades to
service capacity; d) potential impact
of statutory, regulatory, contractual
or organizational changes; e)
potential impact of new
technologies and new techniques; f)
procedures to enable predictive
analysis, or reference to them.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

5 The service provider shall monitor Performance Reports from tools


capacity usage, analyze capacity
data and tune performance.

6 The service provider shall provide Master service agreement, CM plan,


sufficient capacity to fulfill agreed Reports
capacity and performance
requirements.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5) Capacity Management (Clause 6

Sl No. ISO20000 clause description DA IA Af

1 The service provider shall identify 0.0 0.0 0.0


and agree capacity and performance
requirements with the customer and
interested parties.

2 The service provider shall create, 0.5 0.5 0.5


implement and maintain a capacity
plan taking into consideration
human, technical, information and
financial resources.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5) Capacity Management (Clause 6

Sl No. ISO20000 clause description DA IA Af

3 Changes to the capacity plan shall 0.5 0.5 0.5


be controlled by the change
management process.

4 The capacity plan shall include at 0.5 0.5 0.5


least: a) current and forecast
demand for services; b) expected
impact of agreed requirements for
availability, service continuity and
service levels; c) time-scales,
thresholds and costs for upgrades to
service capacity; d) potential impact
of statutory, regulatory, contractual
or organizational changes; e)
potential impact of new
technologies and new techniques; f)
procedures to enable predictive
analysis, or reference to them.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5) Capacity Management (Clause 6

Sl No. ISO20000 clause description DA IA Af

5 The service provider shall monitor 0.0 0.0 0.0


capacity usage, analyze capacity
data and tune performance.

6 The service provider shall provide 0.0 0.0 0.0


sufficient capacity to fulfill agreed
capacity and performance
requirements.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause


Capacity
6.5) Management (Clause 6.5)

Sl No. ISO20000 clause description Compliance RAG Strengths


Level Status
1 The service provider shall identify NC NC
and agree capacity and performance
requirements with the customer and
interested parties.

2 The service provider shall create, PC PC


implement and maintain a capacity
plan taking into consideration
human, technical, information and
financial resources.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause


Capacity
6.5) Management (Clause 6.5)

Sl No. ISO20000 clause description Compliance RAG Strengths


Level Status
3 Changes to the capacity plan shall PC PC
be controlled by the change
management process.

4 The capacity plan shall include at PC PC


least: a) current and forecast
demand for services; b) expected
impact of agreed requirements for
availability, service continuity and
service levels; c) time-scales,
thresholds and costs for upgrades to
service capacity; d) potential impact
of statutory, regulatory, contractual
or organizational changes; e)
potential impact of new
technologies and new techniques; f)
procedures to enable predictive
analysis, or reference to them.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause


Capacity
6.5) Management (Clause 6.5)

Sl No. ISO20000 clause description Compliance RAG Strengths


Level Status
5 The service provider shall monitor NC NC
capacity usage, analyze capacity
data and tune performance.

6 The service provider shall provide NC NC


sufficient capacity to fulfill agreed
capacity and performance
requirements.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)

Sl No. ISO20000 clause description Opportunity for Improvements

1 The service provider shall identify


and agree capacity and performance
requirements with the customer and
interested parties.

2 The service provider shall create,


implement and maintain a capacity
plan taking into consideration
human, technical, information and
financial resources.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)

Sl No. ISO20000 clause description Opportunity for Improvements

3 Changes to the capacity plan shall


be controlled by the change
management process.

4 The capacity plan shall include at


least: a) current and forecast
demand for services; b) expected
impact of agreed requirements for
availability, service continuity and
service levels; c) time-scales,
thresholds and costs for upgrades to
service capacity; d) potential impact
of statutory, regulatory, contractual
or organizational changes; e)
potential impact of new
technologies and new techniques; f)
procedures to enable predictive
analysis, or reference to them.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar
Process Compliance Capacity Management ISO20000-1:2011

Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)

Sl No. ISO20000 clause description Opportunity for Improvements

5 The service provider shall monitor


capacity usage, analyze capacity
data and tune performance.

6 The service provider shall provide


sufficient capacity to fulfill agreed
capacity and performance
requirements.

IT Consulting - Process Excellence Wipro Consulting Services Document Owner: Praveen Kumar