Presentation on theme: "ITIL Foundation Course V1"— Presentation transcript:
1ITIL Foundation Course V1 ITIL Foundation Course V1.0 Introduction to the IT Infrastructure LibraryCapacity Management
2Unit 11 Capacity Management Content:Capacity Management – objectives and overviewResponsibilities and obligationsImportant aspectsCapacity planningCapacity Database (CDB)Benefits, risks, costsBest practicesSummary
3Capacity Management Integration into the IPW Model Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms
4Capacity Management Mission 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,cost-effective capacityof IT resources, in order that the service levels which are agreed with the company are fulfilled in a timely manner.
5Capacity Management Why 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 dissatisfactionHow much the upgrade will be – planning elements and predictions will influence budget planningCapacity management is based on:Business requirementsExisting structures of the companyExisting IT infrastructureThe customer does not require capacity; the customer requires servicesThe expenditure for IT capacities needs to be continuously justifiableIt 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.
6Capacity Management Capacity Management has three sub-processes Demand ManagementBusiness Capacity ManagementService Capacity ManagementResource Capacity ManagementCapacity PlanCapacityDatabaseIterative activities(Performance Mgmt)
8Capacity Management Input & Output TechnologiesSLAs, SLRs, and service portfolioBusiness plans and strategiesMaintenance windowsEmployment and development plans and programmesPlanning of future changesIncidents and problemsService reviewsSLA violationFinancial plansBudgetsCapacity plansCDBMinimum requirements and profilesThreshold values and signalsCapacity reports (regular, ad hoc, and in special cases)SLA and SLR recommendationsCosts and recommendations for further calculationsProactive changes and service improvementsRevised maintenance windowsEffectiveness reviewAudit reportsSUB-PROCESSBusiness Capacity ManagementTrend, forecast, model, prototype, size, and documentationof future business requirementsService Capacity ManagementMonitor, analyze, tune, and report on service performance; establish baselines and profiles of use of servicesManage demand for serviceResource Capacity ManagementMonitor, analyze, and report on utilization of components,Establish baselines and profiles on use of componentsINPUTOUTPUT
9Capacity Management Iterative 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 DatabaseReportingAnalyzes and reportsProduction of the capacity planDemand Management and MonitoringEnsure that the future business requirements for IT services are consideredReport on performance against targets contained in SLAMonitoring of resourcesForecast future capacity requirementsDocument costs associated with optionsAssess new technology and its relevanceTuningImplementationMonitoringAnalysisSLM ExceptionReportsCapacityManagementDatabase(CDB)Resource UtilizationException ReportsSLM ThresholdsResourceUtilizationThresholds
10Capacity Management Capacity 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:IntroductionScope of planningMethodsAssumptions and prerequisitesManagement summaryBusiness evaluations and scenariosService summaryResource summaryOptions for service improvementCost modelRecommendationsBusiness benefit to expectPotential impact (of not) carrying out recommendations; risks involvedRequired resourcesCosts: unique and ongoing
11Capacity Management Capacity 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.
12Capacity Management Benefits and Costs Reduced risk of performance problems and failureCost savingsBoth achievable through:Planned buyingDeferring expenditure until really needed (but in a controlled way)Matching capacity to business needEnsures that systems have sufficient capacity to run the applications required by the business for the foreseeable futureProvides 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.CostsSetting up Capacity Management:Procurement of required hardware and software, such as monitoring toolsProject managementStaff costsAccommodationDaily management of Capacity Management:Annual maintenance and upgradesOngoing staff costsRecurring accommodation costs (leasing, rental, energy)“Planned buying is cheaper than panic buying.”
13Capacity Management Risks Potential problem areas:Customer expectations exceed technical capabilityUnrealistic product information from vendorWrong estimation of future workload by the customerPrecise predictions become more difficult with shorter business planning cyclesConsidering all service areas (software, PC, server, LAN, WAN, TK, and so on) within the scope of capacity management
14Capacity Management Best 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 audienceIts activities are cost-effectiveCritical Success FactorsSuccess in Capacity Management is dependent on a number of factors:Accurate business forecastsKnowledge of IT strategy and plans, and that the plans are accurateAn understanding of current and future technologiesAn ability to demonstrate cost-effectivenessInteraction with other effective Service Management processesAn ability to plan and implement the appropriate IT capacity to match business needs
15Capacity Management Summary 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 ManagementDemand ManagementCapacity Plan and Capacity Database (CDB)“Good Capacity Management ensures NO SURPRISES!”