ibm global services © 2004 ibm corporation itil ® is a registered trade mark, and a registered...
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IBM Global Services
© 2004 IBM Corporation
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
ITIL Foundation Course V1.0Introduction to the IT Infrastructure Library
Capacity Management
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Unit 11Capacity Management
Content:
Capacity Management – objectives and overview
Responsibilities and obligations
Important aspects
– Capacity planning– Capacity Database (CDB)
Benefits, risks, costs
Best practices
Summary
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementIntegration into the IPW Model
Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementMission Statement
Capacity Management is responsible for ensuring that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.
Capacity Management needs to understand the business requirements (the required provision of IT services), the organization's operation (the current provision of IT services), and the IT infrastructure (the means of provision of IT services), and to ensure that all the current and future capacity and performance aspects of the business requirements are provided cost-effectively.
However, Capacity Management is also about understanding the potential for service provision. New technology needs to be understood and, if appropriate, used to deliver the services required by the business. Capacity Management needs to recognize that the rate of technological change will probably increase and that new technology should be harnessed to ensure that the IT services continue to satisfy changing business expectations. One of the result of the activities of Capacity Management is a documented capacity plan.
The goal of Capacity Management:
Ensurerequired, acceptable,required, acceptable,
cost-effective capacitycost-effective capacityof IT resources, in order that the service levels which are agreed with the company are fulfilled in a timelytimely manner.
Ensurerequired, acceptable,required, acceptable,
cost-effective capacitycost-effective capacityof IT resources, in order that the service levels which are agreed with the company are fulfilled in a timelytimely manner.
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementWhy Capacity Management?
There are a number of reasons why an organization should implement Capacity Management.
Capacity Management provides the required information about:– Which components need to be upgraded (such as main memory, faster hard
disk, larger bandwidth)– When to perform upgrades – not too early, otherwise expensive overcapacities
cannot be used; and not too late, in order to avoid bottlenecks, bad performance, and consequently, customer dissatisfaction
– How much the upgrade will be – planning elements and predictions will influence budget planning
Capacity management is based on:– Business requirements– Existing structures of the company– Existing IT infrastructure
The customer does not require capacity; the customer requires services The expenditure for IT capacities needs to be continuously justifiable It provides information on current and planned resource utilization of individual
components, allowing decisions on which components to upgrade, when to do so, and how much it will cost.
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementCapacity Management has three sub-processes
Iterative activities (Performance Mgmt)
CapacityDatabase
Capacity Plan
Demand Management
Business Capacity Management
Service Capacity Management
Resource Capacity Management
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementTasks
Demand Managemen
t
Business Capacity
Management
Service Capacity
Management
Analyze
Iterative Activities
Resource Capacity
Management Capacity
Database (CDB)
Capacity Managemen
t
Capacity Managemen
t
Tuning
Implementation
Monitoring
Application Sizing
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementInput & Output
SUB-PROCESS
Business Capacity ManagementTrend, forecast, model, prototype, size, and documentationof future business requirements
Service Capacity ManagementMonitor, analyze, tune, and report on service performance; establish baselines and profiles of use of servicesManage demand for service
Resource Capacity ManagementMonitor, analyze, and report on utilization of components,Establish baselines and profiles on use of components
TechnologiesSLAs, SLRs, and
service portfolioBusiness plans and
strategiesMaintenance
windowsEmployment and
development plans and programmes
Planning of future changes
Incidents and problems
Service reviewsSLA violationFinancial plansBudgets
Capacity plansCDBMinimum
requirements and profilesThreshold values and
signalsCapacity reports
(regular, ad hoc, and in special cases)
SLA and SLR recommendations
Costs and recommendations for further calculations
Proactive changes and service improvements
Revised maintenance windows
Effectiveness reviewAudit reports
INPUT OUTPUT
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementIterative Activities
A number of the activities of Capacity Management need to be carried out iteratively, and form a natural cycle:
Set up and maintain the Capacity Database
Reporting
– Analyzes and reports– Production of the capacity plan
Demand Management and Monitoring
– Ensure that the future business requirements for IT services are considered
– Report on performance against targets contained in SLA
– Monitoring of resources– Forecast future capacity requirements
Document costs associated with options
Assess new technology and its relevance
Tuning
Implementation
Monitoring
Analysis
SLM Exception
Reports
Capacity
Management
Database
(CDB)
Resource Utilization
Exception Reports
SLM Thresholds
Resource
Utilization
Thresholds
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementCapacity Plan
The Capacity Plan should be published annually in line with the budgetary cycle. Ideally, it should be updated quarterly, and consists of the following parts:
Introduction– Scope of planning– Methods
Assumptions and prerequisites Management summary Business evaluations and scenarios Service summary Resource summary Options for service improvement Cost model Recommendations
• Business benefit to expect• Potential impact (of not) carrying out recommendations; risks involved– Required resources– Costs: unique and ongoing
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementCapacity Database
Capacity Database (CDB)
Data in the CDB is stored and used by all the sub-processes of Capacity Management because it is a repository that holds a number of different types of data: business, service, technical, financial, and utilization data.
The CDB is unlikely to be a single database, and probably exists in several
physical locations.
The information in the CDB is used to form the basis of performance and Capacity Management reports that are to be delivered to management and technical personnel.
The data is also utilized to generate future capacity forecasts, and to allow
Capacity Management to plan for future capacity requirements.
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementBenefits and Costs
Benefits Reduced risk of performance problems and
failure
Cost savings
Both achievable through:
– Planned buying – Deferring expenditure until really
needed (but in a controlled way)– Matching capacity to business need
Ensures that systems have sufficient capacity to run the applications required by the business for the foreseeable future
Provides information on current and planned resource utilization of individual components allowing decisions on which components to upgrade, when to do so, and how much it will cost.
Costs Setting up Capacity Management:
– Procurement of required hardware and software, such as monitoring tools
– Project management– Staff costs– Accommodation
Daily management of Capacity Management:
– Annual maintenance and upgrades– Ongoing staff costs – Recurring accommodation costs (leasing,
rental, energy)
“Planned buying is cheaper than panic buying.”“Planned buying is cheaper than panic buying.”
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementRisks
Potential problem areas:
Customer expectations exceed technical capability
Unrealistic product information from vendor
Wrong estimation of future workload by the customer
Precise predictions become more difficult with shorter business planning
cycles
Considering all service areas (software, PC, server, LAN, WAN, TK, and so
on) within the scope of capacity management
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementBest Practices
The Capacity Management process should be reviewed for effectiveness and efficiency at regular intervals to ensure that:
– It is producing the required output at the required times for the appropriate audience
– Its activities are cost-effective Critical Success Factors
Success in Capacity Management is dependent on a number of factors:
– Accurate business forecasts – Knowledge of IT strategy and plans, and that the plans are accurate – An understanding of current and future technologies – An ability to demonstrate cost-effectiveness – Interaction with other effective Service Management processes – An ability to plan and implement the appropriate IT capacity to match business
needs
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Capacity ManagementSummary
The goal of Capacity Management is to ensure that all the current and future capacity and performance aspects of the business requirements are provided in a timely and cost-effective manner.
Responsibilities: Business Capacity Management, Service Capacity Management, Resource Capacity Management
Demand Management
Capacity Plan and Capacity Database (CDB)
“Good Capacity Management ensures NO SURPRISES!”“Good Capacity Management ensures NO SURPRISES!”