capacity management – the itil way vaishali joshi itsm consultant
TRANSCRIPT
Capacity Management – The ITIL WayVaishali Joshi
ITSM Consultant
Agenda – 2 Parts
1) What is ITIL, ITSM, COBIT, SOX?
• Why is everyone excited about it?
• Overview of the ten ITIL processes
2) Capacity Management in the ITIL world
IT Acronyms you need to know…
ITSM provides a
governance
framework for more
control over the
validity, integrity,
timeliness and
availability of your
data
•Information Technology Infrastructure Library (ITIL) – Best practices framework
• Service Support• Service Delivery
• Information Technology Service Management (ITSM) – Governance Model
•COBIT – Control Framework for auditing • Planning & Organization• Acquire & Implement• Deliver & Support• Monitor
•Sarbanes-Oxley (SOX) – US legislation audits• Consistent• Repeatable• Auditable• Verifiable
IT needs more:
PREDICTABILITY!
CONSISTENCY!
DATA!
AUTOMATION
RELEASE PROCESSES SUPPLIER PROCESSES
RESOLUTION PROCESSES
CONTROL
SERVICE SUPPORT & DELIVERY PROCESSES
Release Management
•Customer Relationship Management
•Supplier Management•Incident Mgmt
•Problem Mgmt
•Asset/Configuration
• Change Mgmt
•Security Management
•Service Level Management•Availability Management •Capacity Management
•Financial Management•Contingency Management
Why IT Service Management?
• Proven quality driven framework
• Create results by aligning people, processes, and technology
• Repeatable processes and procedures
• Improve resource utilization capabilities
• Improve IT staff morale
• Increase responsiveness to demand
Agenda – Part 2 Capacity Management
• The ITIL mindset for Capacity Management
• Objectives of Capacity Management
• Three sub-processes within Capacity Management
• Metrics
• Understanding ITIL Process Interdependencies
• The Capacity Plan
• Critical Success Factors for Implementation
• Capacity Management Automation Solutions
CENTRALIZED DISTRIBUTED
•Investment focus on individual capital return
•No corporate capacity plans
•No business capacity forecasts
•Reactive network and server capacity
management
•Investment focus on overall corporate requirements
•Need to plan for growth with business forecasts
•Proactive capacity management (what, when and how much to upgrade?)
Today’s world of capacity management requires a strategic, planned, holistic approach…
‘The dotcom meltdown demonstrated the dangers of building networks to dubious over-rated forecasts or philosophical visions. Networks should only be built to customer demand, which is difficult but achievable.'‘
- Andy Bolton, CEO, Capacitas, Ltd
WHAT HAVE WE LEARNED?
Objective of ITIL Capacity Management
• To ensure that cost justifiable capacity:• always exists
•Hardware•Networking Equipment (LANs, WANs, bridges, routers)•Peripherals (bulk storage devices, printers)•Software (OS, network SW, purchase/in-house)•HR
• is matched to the current and future business requirements
Strategic, Planned, Holistic Approach …
“ There are 2 business
growth patterns that our
capacity plan must
address:
•ORGANIC
•EVENT DRIVEN”
- Pepperweed client
quote
Business Strategy
Business Plan
IS/IT Strategy
•Increase ROI of UNIX server base
IS/IT Business Plans
•Integrate Data Centers & shared facilities
•Create shared production platforms
•Implement a UTILITY SAN-based PROGRAM
CAPACITY MANAGEMENT
Business Capacity Management
Service Capacity Management
Resource Capacity Management
Iterative Activities Demand
Mgmt Modeling
Application Sizing
Capacity Data
Storage
Capacity PlanCDB
Three Sub-Processes…
•MONITOR
•ANALYSIS
•TUNING
•IMPLEMENT
On-going activities
Ad-Hoc
•BUSINESS
•SERVICE
•TECHNICAL
•UTILIZATION
•TREND ANALYSIS
Metrics: Some guidelines
• Throughput (Volume & Utilization)•CPU Utilization•Memory Utilization•File storage utilization
• Performance•Response times
• Gather data at:•Total resource utilization level•Detailed load profiles per service per resource
Capacity Mgmt
Configuration Mgmt
Change Mgmt
Problem Mgmt
Incident Mgmt
Release Mgmt
Capacity Incident Reports
Capacity Problem Reports
Capacity Diagnostic Tools/Performance reports
•Ad hoc/Cumulative Impact of Proposed Changes on capacity
•RFCs
FSC
Capacity requirements planning for new releases (response times, storage requirements, LAN traffic)
Capacity AuditsCDB updates
Asset change recommendations
CI Attributes
SUPPORT PROCESS INTERDEPENDENCIES
Capacity Mgmt
Availability Mgmt
IT Service Continuity Mgmt
Financial Mgmt
SLM
SLAs, OLAs, SLRs
Budgets/actual variancesProcurement req /Usage profiles
Capacity requirements for recovery options
Recovery options
DELIVERY PROCESS INTERDEPENDENCIES
Performance reports
The Capacity Plan…
Document current levels of resource utilization and service performance
Factor in business strategy and plans
Forecast future requirements for IT resources
Develop quantifiable recommendations
• CURRENT LEVELS, CHALLENGES, SERVICE LEVELS, CHANGES
•BUSINESS SCENARIOS
•SERVICE FORECAST
•RESOURCE FORECAST
•RECOMMENDATIONS
•Business benefits
•Impact analysis
•Costs
Critical Success Factors for Implementation
• Business forecasts
• Knowledge of IT strategy/plans
• Understanding of current/future technologies
• An ability to demonstrate cost effectiveness
• Interaction with other effective Service Management processes
• An ability to plan & implement the appropriate IT capacity to match business need
• Process Ownership with accountability
•Configuration data
•SLAs
•Business plans / strategy
•IS/IT plans / strategy
•Business requirements/volumes
•Operational schedules
•Deployment / development plans
•Forward Schedule of Changes
•Incident/Problem reports
•SLA breach reports
•Budgets/Financial
•BUSINESS CAPACITY MANAGEMENT
Business requirement trends & forecasts
•SERVICE CAPACITY MANAGEMENT
•Monitor, analyze, tune & report on service performance
•Establish baselines & profiles of service usage
•Manage service demand
•RESOURCE CAPACITY MANAGEMENT
•Component level utilization baselines & profiles
•Capacity Plan
•Baselines & Profiles
•Thresholds & Alarms
•Capacity Reports
•SLA recommendations
•Costing & Charging recommendations
•Proactive changes & service improvements
•Revised operational schedule
•Effectiveness reviews
•Audit reports
INPUTS SUB-PROCESS OUTPUTS
NIRVANA…
Capacity Management Automation Solutions
• TRENDING – Organic Growth•Trending Manager (Qualitech)•Orion (Solarwinds)•Denika (Somix)•Expert Observer (Operative SW)
• MODELLING – Event Driven Growth•Teamquest•Perform and Predict (BMC)•MXG (Merrill)•CA, HP Openview, OPNET, IBM
• No tool covers all 7 layers of the network stack