Capacity Management - IsO20K-Assessment Q'Re

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
Direct Indirect Compliance RAG

Sl No. ISO20000 clause description Artifacts Artifacts Affirmations Level Status
Sl No. ISO20000 clause description

1 requirements with the customer and interested parties.
2 consideration
plan shall andby
the change management
3 process.
4 predictive analysis, or reference to them.
5 performance.
6 performance requirements.
Total "Shall" check points
Fully compliant Clause
Partial compliant Clause
Non compliant Clause
Sl No. ISO20000 clause description

1 requirements with the customer and interested parties.
2 consideration
plan shall andby
the change management
3 process.
4 predictive analysis, or reference to them.
5 performance.
6 performance requirements.
Total "Shall" check points
Fully compliant Clause
Partial compliant Clause
Non compliant Clause
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


Purpose aThe
service provider
providemanagement
service ca
6 shall 2. a capac
Statements
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.


Purpose aThe
service provider
providemanagement
service ca
6 shall 2. a capac
Statements
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.

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
service service
capacity to performance
meet current and
and meet
futurethe service
agreed level targets.
requirements.
ess:
irements are identified
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?

oss an entire
service service
meet current and
and meet
futurethe service
requirements.
ess:
Statements
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?

oss an entire
service service
meet current and
and meet
futurethe service
requirements.
ess:
Statements
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?

n a cost effective and timely manner. The process enables

ance
rrent and
and meet
futurethe service
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


ance
rrent and
and meet
futurethe service
requirements.

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


ance
rrent and
and meet
futurethe service
requirements.

Performance Reports from tools
Master service agreement, CM plan, Reports

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?
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.
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.
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.
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
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
requirements.
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
interested parties.
2 The service provider shall create, 0.5 0.5 0.5

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
5 The service provider shall monitor 0.0 0.0 0.0

6 The service provider shall provide 0.0 0.0 0.0

sufficient capacity to fulfill agreed
requirements.
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
interested parties.
2 The service provider shall create, PC PC


Capacity

Level Status
3 Changes to the capacity plan shall PC PC
management process.
4 The capacity plan shall include at PC PC


Capacity

Level Status
5 The service provider shall monitor NC NC
6 The service provider shall provide NC NC

requirements.
Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)
Sl No. ISO20000 clause description Opportunity for Improvements
1 The service provider shall identify

interested parties.
2 The service provider shall create,

Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)
3 Changes to the capacity plan shall

management process.
4 The capacity plan shall include at

Capacity
Capacity
Management
Management
(Clause
(Clause
6.5)6.5)
5 The service provider shall monitor

6 The service provider shall provide

requirements.

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Process Compliance Capacity Management ISO20000-1:2011

Capacity Management (Clause 6.5)

Direct Indirect Compliance RAG

Capacity Management (Clause 6.5)

Direct Indirect Compliance RAG

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description

Name Capacity management

2 The service provider shall create, implement and maintain a

3 Changes to the capacity plan shall be controlled by the

RapidSM IP Capacity Management Document Owner: Praveen Kumar

Name Capacity management

RapidSM IP Capacity Management Document Owner: Praveen Kumar

Name Capacity management

6 The service provider shall provide sufficient capacity to fulfill

RapidSM IP Capacity Management Document Owner: Praveen Kumar

How do you manage changes in the capacity plan?

RapidSM IP Capacity Management Document Owner: Praveen Kumar

RapidSM IP Capacity Management Document Owner: Praveen Kumar

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

RapidSM IP Capacity Management Document Owner: Praveen Kumar

n a cost effective and timely manner. The process enables

ped based on the capacity and performance

RapidSM IP Capacity Management Document Owner: Praveen Kumar

n a cost effective and timely manner. The process enables

ped based on the capacity and performance

RapidSM IP Capacity Management Document Owner: Praveen Kumar

n a cost effective and timely manner. The process enables

ped based on the capacity and performance

Master service agreement, CM plan, Reports

RapidSM IP Capacity Management Document Owner: Praveen Kumar

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Assessment Questions

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

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

2 The service provider shall create, Capacity Plan

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

3 Changes to the capacity plan shall Options:

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

Capacity Management (Clause 6.5)

Sl No. ISO20000 clause description Typical Documents for Evidence

5 The service provider shall monitor Performance Reports from tools

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

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

2 The service provider shall create, 0.5 0.5 0.5

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

4 The capacity plan shall include at 0.5 0.5 0.5

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

6 The service provider shall provide 0.0 0.0 0.0

Capacity Management (Clause

Capacity Management - IsO20K-Assessment Q'Re

Capacity Management - IsO20K-Assessment Q'Re