Availability management
Capacity is defined as maximum throughput a configuration item or a service can deliver
Definition
Service level management IT service continuity management
Interface with other processes
Incident management Problem management
Purpose
Ensure that the capacity of IT services and infrastructure meets the agreed capacity and performance in cost effective and timely manner
Demand management Produce up to date capacity plans, provide advice and guidance to all areas of business from capacity perspective, assess all IT related changes from capacity perspective
Objective
Benefits
Improving the performance and availability of IT services, enuring required capacity and performance in delivery services, supporting efficient and effective design to meet capacity needs
Accurate capacity related forecasts
Reduction in the no. of capacity related incidents
KPI Policies
Reduction in over capacity of IT resources
Formal capacity management process, clear business requirements, must be involved in all the stages of service lifecycle, regular capacity review of services and components
Reduction in the no. of SLA breaches due to service/component performance
Capacity management reporting Business capacity m anagement
Basic concept
Capacity mangement sub-processes
Service capacity m anagement Component capacity m anagement
ITIL 2011 Capacity Management
Capacity management information system Capacity plan
Approved RFC/Business case Quantify business requirements/im pacts
Output Business capacity management
Capacity reports
Agree service level requirem ents Design, procure and am end service configuration Control and im plem entation
Ensure agreed service levels are maintained Monitor, evaluate and report
Service capacity management
Identify trends Establish normal service operation levels
New business requiremets
Define exception levels
Service breach, capacity events and alert
Trigger Input
Report service breaches
Process Review of design and strategies Monitor individual hardware
Change in SLA/OLA
Collect data
Component capacity management
Perform pre-emptive and reactive problem determination Determine the impact of change Plan and budget hardware and software upgrades Balance services to use existing resources Evaluate new hardware/software capability
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Finalise and agree on the capacity plan