SMS-DOC-084-7 Capacity Plan

Capacity Plan

ISO/IEC 20000 Toolkit Version 9 ©CertiKit

Capacity Plan

Implementation Guidance (The header page and this section must be removed from final version of the document)

Purpose of this document The Capacity Plan sets out the actions that must be taken in order to ensure there is sufficient capacity to provide the services within the scope of the SMS.

Areas of the standard addressed The following areas of the ISO/IEC 20000:2018 standard are addressed by this document: 8.4.3 Capacity management

General Guidance The definition of capacity management taken by the ISO/IEC 20000 standard is a fairly wide one which includes human, technical, information and financial resources involved in the provision of the services. Because of this a traditional capacity plan which covers only technical resources such as CPU and disk space will fall short of the requirement.

The headings in this document are taken from the standard and we would recommend that none are removed for this reason.

Review Frequency We would recommend that this document is reviewed annually in line with the budgeting cycle.

Toolkit Version Number ISO/IEC 20000 Toolkit Version 9 ©CertiKit.

Document Fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”.

To update this field (and any others that may exist in this document):

Version 1

Page 1 of 11

[Insert date]

Capacity Plan

1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name 2. Press Ctrl a on the keyboard to select all text in the document (or use Select, Select All on the ribbon) 3. Press F9 on the keyboard to update all fields 4. When prompted, choose the option to just update TOC page numbers If you wish to permanently convert the fields in this document to text i.e. so that they are no longer updateable, then you will need to click into each occurrence of the field and press Ctrl Shift F9.

If you would like to make all fields in the document visible, then go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check that you have updated all fields correctly.

Further detail on the above procedure can be found in the Toolkit Completion Instructions.

Copyright notice Except for any third party works included in this document, as identified in this document, this document has been authored by CertiKit, and is © copyright CertiKit except as stated below.

CertiKit is a company registered in England and Wales with company number 6432088.

Licence terms This document is licensed on and subject to the standard licence terms of CertiKit, available on request, or by download from our website. All other rights are reserved. Unless you have purchased this product you only have an evaluation licence. If this product was purchased, a full licence is granted to the person identified as the licensee in the relevant purchase order. The standard licence terms include special terms relating to any third-party copyright included in this document.

Disclaimer Please Note: Your use of and reliance on this document template is at your sole risk. Document templates are intended to be used as a starting point only from which you will create your own document and to which you will apply all reasonable quality checks before use. Therefore, please note that it is your responsibility to ensure that the content of any document you create that is based on our templates is correct and appropriate for your needs and complies with relevant laws in your country. You should take all reasonable and proper legal and other professional

Version 1

Page 2 of 11

[Insert date]

Capacity Plan

advice before using this document. CertiKit makes no claims, promises, or guarantees about the accuracy, completeness, or adequacy of our document templates, assumes no duty of care to any person with respect its document templates or their contents, and expressly excludes and disclaims liability for any cost, expense, loss or damage suffered or incurred in reliance on our document templates, or in expectation of our document templates meeting your needs, including (without limitation) as a result of misstatements, errors and omissions in their contents.

Version 1

Page 3 of 11

[Insert date]

Capacity Plan

[Replace with your logo]

Capacity Plan – mm/yyyy

Document Ref. Version: Dated: Document Author: Document Owner:

Version 1

Page 4 of 11

SMS-DOC-084-7 1 [Insert date]

[Insert date]

Capacity Plan

Revision History Version Date

Revision Author

Summary of Changes

Distribution Name

Title

Approval Name

Version 1

Position

Signature

Page 5 of 11

Date

[Insert date]

Capacity Plan

Contents 1

INTRODUCTION ....................................................................................................................................... 7 1.1 1.2 1.3

2

CURRENT AND FORECAST DEMAND FOR SERVICES .................................................................. 8 2.1 2.2 2.3

3

SCOPE OF THE PLAN .................................................................................................................................. 7 METHODS USED ........................................................................................................................................ 7 ASSUMPTIONS MADE ................................................................................................................................ 7

CHANGES AFFECTING CAPACITY REQUIREMENTS .................................................................................... 8 TRENDS ..................................................................................................................................................... 8 IMPACT OF AGREED AVAILABILITY, SERVICE CONTINUITY AND SERVICE LEVEL REQUIREMENTS ........... 8

SERVICE AND RESOURCE SUMMARY AND RECOMMENDATIONS ....................................... 10 3.1 3.2 3.3 3.4

SERVICE UPGRADES ................................................................................................................................ 11 IMPACT OF NEW TECHNOLOGIES AND NEW TECHNIQUES ....................................................................... 11 PREDICTIVE ANALYSIS ............................................................................................................................ 11 OTHER RECOMMENDATIONS ................................................................................................................... 11

List of Tables TABLE 1 - RECOMMENDATIONS ............................................................................................................................... 10 TABLE 2 - SERVICE UPGRADES................................................................................................................................. 11

Version 1

Page 6 of 11

[Insert date]

Capacity Plan

Introduction

1

This capacity plan addresses the capacity needs of [Organization Name] and the current ability of the infrastructure to meet them. It makes recommendations for adjusting current capacity in line with future requirements before any thresholds are reached and service is affected.

1.1

Scope of the Plan

This document represents the capacity plan for the key services supported by the [Service Provider] over the twelve-month period starting in mm/yyyy. As such, it takes into account the predicted future demands from users and balances them with the current utilisation of the various components of the service such as servers and network infrastructure in order to arrive at a recommended plan of action to ensure that service is maintained. It is intended to develop the tools and methods used during yyyy to allow more accurate recording of current usage and forecasting of future needs.

1.2

Methods Used

Information concerning future usage of key services is collected as part of the regular service review process, and is a standard item on the agenda of each meeting. Customers are asked to highlight any known increases or decreases in the usage of existing services and any other business events likely to impact on the effective provision of service.

Data regarding the current usage of technical resources is collected via a number of monitoring tools (such as Performance Monitor and HP Insight Manager on Windows) and is analysed quarterly to identify trends.

1.3

Assumptions Made

In preparing this plan, the following assumptions have been made: • •

Forecasts of future use are accurate, both in terms of timing and degree of change Measurements of current capacity usage are representative of typical demand

These assumptions will be reviewed on a regular basis to assess their continued validity.

Version 1

Page 7 of 11

[Insert date]

Capacity Plan

2 Current and Forecast Demand for Services There are a number of key business, technical, statutory, regulatory and contractual aspects that could potentially have an impact upon the capacity of the service in the timeframe under consideration.

2.1

Changes Affecting Capacity Requirements

The following changes are expected to have an impact on the capacity that needs to be provided over the next twelve months: •

The implementation of <new system> in mm/yyyy. This runs on a new server that has been sized appropriately by the supplier and so is not expected to have any significant impact upon the existing infrastructure

•

The expansion of mobile working. This will expand from its current pilot level of around x to a maximum of around y users over the next x months, although this traffic will largely run across the internet and into a purpose-built mobile working server which has been sized for the maximum

•

Further rollout of the [existing] system to additional departments

•

Various office moves – the number of users will not change but there will be an increased concentration of users in the larger offices. These offices and the data links between them have been sized to cope with this increase.

Each of these issues may have an impact not only on servers and networks but also on the support capacity within [Service Provider].

2.2

Trends

In addition to these there are some general trends that will have an impact upon the available capacity. These are: • • •

Increasing use of the web site by customers The trend toward working from home by [Organization Name] staff Bring Your Own Device

These areas will be monitored over time to see how they develop.

2.3

Impact of Agreed Availability, Service Continuity and Service Level Requirements

The following revisions to previously documented requirements for service availability, continuity and service levels have been agreed and are considered here in terms of their impact on capacity:

Version 1

Page 8 of 11

[Insert date]

Capacity Plan

â&#x20AC;˘ â&#x20AC;˘

The [XYZ] system will now require space on the hot backup server in order to provide the agreed availability of 99.9% Target response times for the [ABC] system have been reduced from 5 to 3 seconds due to the need to respond quickly to phone enquiries

These requirements will be taken into account in determining the capacity required to support the relevant services.

Version 1

Page 9 of 11

[Insert date]

Capacity Plan

3 Service and Resource Summary and Recommendations The following table summarises the current capacity usage of the key components of [Organization Name] IT services, changes forecast over the current financial year, and recommendations for change made to ensure that sufficient capacity is provided to cope with the changes expected.

Resource

Description

Service(s)

<server name>

Live Database Server

<service name>

HOTBAK1

Hot Backup server

[XYZ]

DISK â&#x20AC;&#x201C; at threshold

[ABC]

High

Specialist FTEs involved support staff in second-line support

Current Utilisation CPU â&#x20AC;&#x201C; Above threshold

Forecast

Recommendations

Priority

15% increase due to rollout of app to further departments 10% increase due to need to provide 99.9% availability 50% increase in demands on this team

Add third processor

Medium

Add 5 further disks to the set

High

Recruit an additional member of staff

High

Table 1 - Recommendations

Version 1

Page 10 of 11

[Insert date]

Capacity Plan

3.1

Service Upgrades

The following service upgrades have been identified within the timeframe covered by this capacity plan.

Resource HOTBAK1 Specialist support staff

Upgrade Required 5 disks 1 x FTE

Threshold

Timescale

Cost

Already reached Already reached

3 months 3 months

ÂŁxx,xxx ÂŁxx,xxx

Table 2 - Service upgrades

3.2

Impact of New Technologies and New Techniques

Server virtualisation is starting to be looked at within [Service Provider] as a means of consolidating several physical servers onto fewer platforms. This process will require a careful assessment of the capacity implications of doing this.

Cloud storage will have the effect of reducing our requirements for backup space and staff time in taking tapes offsite.

3.3

Predictive Analysis

Currently few tools exist to allow accurate predictive analysis to be carried out beyond a basic level. This area will be looked at in the longer term. In the meantime this will take the form of extrapolation of identifiable trends to pinpoint when thresholds on resources such as disk space will be breached.

3.4

Other Recommendations

The following additional recommendations are made as a result of this review: 1. The upgrades listed in section 4 should be procured to the timescales given 2. A review of tools capable of providing information concerning WAN and LAN utilisation should be undertaken in order to identify a cost-effective solution 3. Additional services should be incorporated into this plan as soon as possible e.g.

[Exchange, file and print.]

Version 1

Page 11 of 11

[Insert date]