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ITIL Capacity Management: Much More Than Charts Over Coffee
ITIL Capacity Management: Much More Than Charts Over Coffee
ITIL Capacity Management: Much More Than Charts Over Coffee
Rich Fronheiser
Metron-Athene, Inc.
Speaker Background
Review
A Brief Introduction to ITIL
and ITIL Capacity Management
ITIL is
The IT Infrastructure Library - books & definitions
• Service Support & Service Delivery
• Business Perspective, Infrastructure, Development, Service Management
Good practice for managing IT
Basis of BS15000 and moving towards ISO20000
Developed by UK’s OGC in the 90’s
itSMF
• The IT Service Management Forum for ITIL users
• Promotes exchange of info & experience
• Europe, North America, Australia, Asia, Africa
Business
OGC & ITIL framework Infrastructure
Service
Application
How to Manage People
Successful Planning to Implement Service Management
Programs
Service
Management
How to Manage
Change Service
Products
The ICT
Practice
Security
PRINCE2 Management
and other OGC
Applications Management
books
Processes
ITIL overview
Business Objectives
IT Strategy
Capacity
Capacity Management
Plan Database
Capacity Management sub-processes
Demand Management
Modeling
Application Sizing
Storage of Capacity Management Data
Production of the Capacity Plan
ITIL Capacity Management Inputs and Outputs
Inputs Outputs
Business Capacity
Technology Management Capacity Plan
SLAs SLA guidelines
Resource Capacity
Management
Sub-Process
Capacity Management Inputs
Technology
SLAs, SLRs, and Service Catalogue
IT Plans and Strategy
Business Requirements and Volumes
Operational Schedules
Deployment and Development Plans
Forward Schedule of Changes (Change Management)
Incidents and Problems (Incident Management and Change Management)
Service Reviews
SLA Breaches
Financial Plans
Budgets
Capacity Management Outputs
Capacity Plan
Capacity Management Database
Baselines and Profiles
Thresholds and Alarms
Capacity Reports (regular, ad-hoc, exception)
SLA and SLR recommendations
Costing and charging recommendations
Proactive changes and service improvements
Revised operational schedule
Effectiveness reviews
Audits
Capacity Management in Practice:
Utility Company, mid-1990s
Looking Back, A Simpler Time
Few distributed servers, even fewer critical apps running on them
• No web-based applications or e-commerce
• Most complex work still on mainframe
5 Optimised
bITa
4 Measured
3 Proactive ITIL
2 Reactive ITSM ITSM
1 Ad hoc
0 Inert Service center
ITSM CMMI per app per site per stage
# CMMI ITSM CapMan Task %
5 Optimized bITa Business level Dashboard 2%
CPM
4 Measured ITSM Service level SLAM, Cap Plans 10%
Service
Catalogue
3 Proactive Center Resource level CDB, Trends 30%
Web
reporting
2 Reactive Tickets Analysis Utilization, uptime 55%
Some event
monitoring
Implementing ITIL Capacity Management
It’s a project….
Identify sponsor
Identify project team
Identify process owner
Ensure proper funding available
Determine scope of project
Develop mission and vision
Determine SMART objectives
Communication and awareness campaign
Gap Analysis
Necessary to implement ITIL CM
Where are we today?
• People – current responsibility for Capacity Management
• Process
• Tools – already in use
• Current budget
• Current requirements by other ITSM processes
Where do we want to be?
• Improvements that need to be made
• Benefits identified
• How improvements can be implemented
• Project plan – timescales, staffing, costs, activities, outputs
Design the process…
Structure of Capacity Management
• Centralized vs. distributed
• Resource CM – platform oriented?
• Service CM and Business CM – end to end?
• Tools – in use and needs identified by gap analysis
• Monitors – in use and needs identified by gap analysis
• Capacity Database (CDB)
- Centralized, distributed, or hybrid approach?
- Business data, service data, resource data, financial data
• Capacity Plan
• Integration and interface with other ITSM processes
Tools, tools, tools…
Evaluate, Select, Implement
Incident Management
• PROVIDES – Information regarding incidents regarding capacity and
performance
• RECEIVES – Diagnostic tools to assist with Incident Management
Release Management
• Capacity Management can help with release strategy (network
bandwidth considered for a network distribution, for example)
• Capacity audits can be used to delay releases if there is insufficient
capacity
Configuration Management
• Capacity Database is a subset of the CMDB
• CMDB provides technical, service, utilization, financial, and
business data – without this data, Capacity Management cannot
function effectively
Interfaces between ITIL Capacity
Management and Service Support
Problem Management
• Specialist support to identify, diagnose, resolve capacity-related
problems
• Supports proactive Problem Management through analysis and
identification of trends
Change Management
• Represented on Change Advisory Board (CAB) to assess the impact
of changes on capacity
• Additional capacity requirements and recommendations are
requests for change (RFCs)
Review…
Metrics
• Utilization of resources and services recorded in CDB?
• Right level of data being captured and recorded?
• SLAs policed and SLM notified of breaches?
• Reports produced at right level and on time?
• Capacity Plan produced and accepted by management?