Service Design
Capacity Management
Purpose and Objectives
Capacity Management
ensures cost justifiable IT
capacity exists to
meet current and future business needs. Capacity Management also ensures that there is
adequate IT capacity to perform
IT activities and processes, and available capacity
is optimized.
The purpose of Capacity
Management is to ensure the current and future
capacity and performance demands of
customer regarding IT service provision are delivered
against justifiable costs.
Objectives of
Capacity Management include the following:
• Produce and maintain appropriate and updated Capacity Plan.
• Provide advice and guidance on all capacity- and performance-related issues.
• Ensure service
performance meet or exceed agreed targets.
• Assist with diagnosis and resolution of performance- and
capacity-related incidents and problems.
• Ensure proactive
measures
to improve the performance of services are implemented.
Capacity Management
is the process that manages:
• The right capacity
• At the right location
• At the right moment
• For the right customer
• Against the right costs
Scope
The capacity management
process should
be the focal point for all IT performance and capacity issues.
The capacity management process should
include:
• Monitoring
patterns of business
activity
through performance, utilization
and throughput of IT services and the supporting infrastructure, environmental, data and applications components and the production of regular and ad hoc reports on
service and component capacity and performance
• Undertaking
tuning activities
to
make the most efficient
use
of
existing
IT
resources
• Understanding
the
agreed
current
and
future
demands
being made by the customer for IT resources, and producing forecasts for future requirements
• Influencing demand in conjunction with
the financial management for IT
services and demand
management processes
• Producing a capacity
plan that enables
the
service
provider
to
continue
to provide services of
quality defined in
SLAs and that covers a sufficient planning timeframe to meet future service levels
required as defined in the service portfolio and SLRs
• Assisting with
the identification
and resolution
of any incidents and problems associated
with service or component capacity or performance
• The proactive improvement of service or component
performance, wherever it is cost justifiable and meets the needs of the business
Concepts
Capacity Management
contains sub-process with distinct functions of each. The sub-processes are:
• Business Capacity Management: This sub-process translate business needs and plans into requirements for service and IT infrastructure.
• Service Capacity Management: This sub-process manages, controls and predicts the end-to-end
performance
and capacity of the live, operational IT services usage and workloads.
• Component Capacity Management: This
sub-process manages,
controls and predicts the performance, utilization
and capacity of individual
IT technology
components.
Some important concepts are:
• Demand Management: Influence user and customer
demand for IT services and manage the impact on IT components.
• Modeling: Predict
the
behavior of computer systems
by
making estimates based on experience and current
component
utilization
information, to
pilot studies, prototypes and full-scale benchmarks. Some modeling techniques are as follows:
ƒ Baselining: This is the first stage in modeling, creating a baseline model that accurately reflects the process
being achieved.
ƒ Trend analysis: This can be performed
on
component utilization
and service
performance information.
ƒ Analytical models: These are representations of the behavior of computer systems using mathematical techniques.
ƒ Simulation modeling: This involves the modeling
of discrete events, sizing
new applications and predicting the effects of
changes on existing applications.
• Application Sizing: Estimate the resource
requirements to support
a proposed change to an existing service or the implementation of a new service.
• Capacity Plan: Outlines
the IT resources
and funding needed to support the business plan as well as cost justification of expenditures.
• The Capacity Management
Information
System (CMIS): Holds the information
needed by all sub-processes within Capacity
Management.
Role
Some of the tasks of a Capacity Manager include:
• Ensure adequate
IT Capacity,
senior
IT management accurately advised on how to match Capacity and Demand, and optimize existing Capacity.
• Identify capacity requirements with Service Level Management.
• Understand the current usage of the infrastructure and IT services.
• Performing sizing on all proposed new services and systems.
• Predicting future capacity requirements based on trends.
• Produce, conduct regular review and revise the Capacity Plan.
• Ensure appropriate levels of monitoring
resources and system performance are set.
• Analysis and reporting of usage and performance data.
• Ensure that all changes
are assessed.
• Conduct performance testing of new services and systems.
• Determines performance
service levels.
• Act as a focal point for all capacity and performance issues.
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