Capacity Management

Capacity Management Hendershott Consulting Inc Web Presence: www.hci-itil.com Email: len.hendershott@rogers.com Service Design – Section 4.3

Capacity Management Ensures that cost justifiable IT capacity is matched to the current and future agreed needs of the business. • Monitor patterns of business activity and service level and produce reports on service and component capacity and performance • Component tuning • Assess current and future demands • Influence demand management • Maintain the Capacity Plan • Assist with the identification and resolution of performance-related incidents and problems • Proactive improvement of service or component performance wherever cost-justifiable and consistent with business directions Service Design – Section 4.3

Capacity Management Focus Business Strategy Business Processes The right capacity Capacity Service Design – Section 4.3

Capacity Management Focus Business Strategy Business Processes Capacity Management is a balancing act Ensure that capacity that is purchased is cost-justified according to business needs, and makes efficient use of resources. Cost Capacity Capacity Service Design – Section 4.3

Capacity Management Focus Business Strategy Business Processes Capacity Management is a balancing act Ensure that the available supply of IT services matches the demands made on it by the business, both now and in the future. Demand Supply Capacity Service Design – Section 4.3

Capacity Management Focus Business Strategy Business Processes Supply Excess Capacity Demand Capacity Business Capacity Requirements Service Design – Section 4.3

Capacity Management Focus Business Strategy Business Processes Performance Gap Supply Required Capacity Demand Demand Capacity Current Capacity Supply Service Design – Section 4.3

Capacity Management Strategies Business Strategy - Lead Business Processes Supply New Capacity Demand Capacity Business Capacity Requirements Adding capacity in anticipation of an increase in demand. Service Design – Section 4.3

Capacity Management Strategies Business Strategy - Lag Business Processes Supply New Capacity Demand Capacity Business Capacity Requirements Add capacity only to meet demand. Service Design – Section 4.3

Capacity Management Strategies Business Strategy - Match Business Processes Supply New Capacity Demand Capacity Business Capacity Requirements Adds capacity in small amounts in response to changing demand in the market. Service Design – Section 4.3

Capacity Management Levels • Business - translates business needs and plans into requirements for service and IT infrastructure • Service- control and prediction of the end-to-end performance and capacity of the live, operational IT services usage and workloads • Component- control and prediction of the performance, utilization and capacity of individual IT technology components Service Strategy Service Design Service Operation Service Design – Section 4.3

Component Capacity Management Component Capacity Management addresses the performance, capacity and utilization of each of the individual components within the technology used to support the IT services, including the infrastructure, environment, data and applications. Service Design – Section 4.3

Service Capacity Management Service Capacity Management addresses IT services, their use of resources, working patterns, peaks and troughs, to ensure that they meet established performance targets. Service Design – Section 4.3

Business Capacity Management Business Capacity Management addresses capacity planning activities over a strategic horizon so as to responsive to changing requirements for capacity demand. Service Design – Section 4.3

Capacity Management Demand Pattern Business Process Service Process Service Level Requirements Patterns of Business Activity Capacity Management Plan Delivery Schedule Demand Management Incentives and penalties to influence consumption Service Design – Section 4.3

Capacity Management Example • number of sites available. • factors affecting the ability to get customers to the facilities. Business Capacity Service Design – Section 4.3

Capacity Management Example • number of sites available. • factors affecting the ability to get customers to the facilities. Business Capacity • number of telephone operators on call. • Bandwidth • Contention arbitration Service Capacity Service Design – Section 4.3

Capacity Management Example • number of sites available. • factors affecting the ability to get customers to the facilities. Business Capacity • number of telephone operators on call. • Bandwidth • Contention arbitration Service Capacity Site request volume Day Service Design – Section 4.3

Capacity Management Example • number of sites available. • factors affecting the ability to get customers to the facilities. Business Capacity Annual Spike • number of telephone operators on call. • Bandwidth • Contention arbitration Service Capacity Site request volume Regular Spike Day Service Design – Section 4.3

Capacity Management Example • number of sites available. • factors affecting the ability to get customers to the facilities. Business Capacity • number of telephone operators on call. • Bandwidth • Contention arbitration. Service Capacity • Device failures • Utilization rates • Response times • Database usage • Index usage Hit rates • Concurrent user numbers • Network traffic rates. Component Capacity Service Design – Section 4.3

Determining Capacity • Demand Management • Application Sizing • Modelling and Trending Service Design – Section 4.3

Capacity Management Capacity Management Service Design – Section 4.3

Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com Service Design – Section 4.3

Capacity Management