Influence customer demand for stretched resources (helping make better use of existing resources) Financial Plans and Budgets within which Capacity Management must operate Current budget and cost effectiveness Capacity Management to Configuration Management Updates for CI’s stored in the CMDB Configuration Management to Capacity Management Current infrastructure topology to identify what requires Capacity Management Identification of potential performance bottlenecks and other points of weakness Knowledge of the relations between service elements could aid in problem management Resource information, stored in the CMDB is used by Capacity Management Capacity Plan stored in CMDB Capacity Management to Change Management Assessment of RFC’s and their impact on Capacity RFC’s for improved process RFC’s for improved Capacity Change Management to Capacity Management RFC for Capacity Management Assessment FSC Backed out Changes Reports on implemented changes for their impact on Capacity Capacity Management to Release Management Identification of Capacity issues during release planning Immediate identification of Capacity issue during a Release Release Management to Capacity Management Release Plans Capacity Management to Incident Management Advice on Workarounds Incident Management to Capacity Management Incidents related to Capacity failures or potential failures Capacity Management to Problem Management Highlight potential Capacity Problems Resource provision on Problem Management teams Problem Management to Capacity Management Problem data relating to capacity issues Leadership when there are complex problems involving Capacity issues
General Comments The purpose of this sub-process is to monitor, guard, analyze and report on the performance of the IT capacity regarding the organization’s demand. Step Responsible Role Action 2.1 Strive to Ensure Agreed Service Levels are Maintained Capacity Manager, Service Level Manager Determine service levels based on: SLAs The Capacity Plan Other Critical Factors e.g. input from Risk Assessments, Component Failure Impact Analysis, Service Outage Analysis etc. Conduct activities to ensure that the required service levels are maintained. Proceed to 2.2 - Monitor, Evaluate, & Report. 2.2 Monitor, Evaluate & Report Capacity Analyst Ensure that regular monitoring is being performed on those components that have been identified as critical to the provision of services as defined in SLA’s. Perform regular evaluation of the capacity from the perspective of its general health for service provision. Produce regular reports on the findings, and distribute the reports to the Service Level Manager and to the managers of the various infrastructure components. Proceed to 2.3 - Identify Trends. 2.3 Identify Trends Capacity Manager Identify any trends which emerge as a result of the regular monitoring and evaluation of the components involved in the delivery of the services. Document the trends so that they can be used in future analyses. Proceed to 2.4 – Establish Normal Operation Levels. 2.4 Establish Normal Operation Levels Capacity Manager, Capacity Analyst When there is sufficient data, establish the normal operation levels for the components involved in the delivery of the services. Document those normal operation levels and obtain agreement from the appropriate managers. Proceed to 2.5 – Define Exception Levels. 2.5 Define Exception Levels Capacity Manager Establish tolerance levels for each of the components, and obtain agreement from the appropriate managers. Document the agreed-upon tolerances so that appropriate responses can also be defined. Proceed to 2.6 – Report Service Breaches and Near Misses. Note: The tolerances should be such as to allow ample time to address issues prior to a service breach. For example, a disc being 85% full could be an exception level. 2.6 Capacity Manager Have a standard format for reporting service breaches as well as