2. Service Design – Section 4.3

3. Ensures that cost justifiable IT capacity is matched to the current and future agreed needs of the business. Monitor Monitor patterns of business activity and service level and produce reports on service and component capacity and performance Component Component tuning Assess Assess current and future demands Influence Influence demand management Maintain Maintain the Capacity Plan Assist Assist with the identification and resolution of performance-related incidents and problems Proactive Proactive improvement of service or component performance wherever cost-justifiable and consistent with business directions

4. Service Design – Section 4.3 Capacity Business Strategy Business Processes

5. Service Design – Section 4.3 Capacity Business Strategy Business Processes Cost Capacity Capacity Management is a balancing act

6. Service Design – Section 4.3 Capacity Business Strategy Business Processes Demand Supply Capacity Management is a balancing act

7. Service Design – Section 4.3 Business Strategy Business Processes Demand Supply Capacity

8. Service Design – Section 4.3 Business Strategy Business Processes Supply Demand Capacity Supply Demand

9. Service Design – Section 4.3 Business Processes Demand Supply Capacity Adding capacity in anticipation of an increase in demand.

10. Service Design – Section 4.3 Business Processes Demand Supply Capacity Add capacity only to meet demand.

11. Service Design – Section 4.3 Business Processes Demand Supply Capacity Adds capacity in small amounts in response to changing demand in the market.

12. Service Design – Section 4.3 Business Business - translates business needs and plans into requirements for service and IT infrastructure Service Service - control and prediction of the end-to-end performance and capacity of the live, operational IT services usage and workloads Component Component - control and prediction of the performance, utilization and capacity of individual IT technology components Service Strategy Service Design Service Operation

13. Service Design – Section 4.3 Component Capacity Management addresses the performance, capacity and utilization of each of the individual components within the technology used to support the IT services, including the infrastructure, environment, data and applications applications.

14. Service Design – Section 4.3 Service Capacity Management addresses IT services, their use of resources, working patterns, peaks and troughs, to ensure that they meet established performance targets.

15. Business Capacity Management addresses capacity planning activities over a strategic horizon so as to responsive to changing requirements for capacity demand.

16. Demand Pattern Delivery Schedule BusinessProcessServiceProcess Patterns of Business Activity Service Level Requirements Capacity Management Plan DemandManagement Incentives and penalties to influence consumption

17. Service Design – Section 4.3 Business Capacity numbernumber of sites available. factorsfactors affecting the ability to get customers to the facilities facilities.

18. Service Design – Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity numbernumber of telephone operators on call. BandwidthBandwidth ContentionContention arbitration

19. Service Design – Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitrationContention arbitration Site request volume Day

20. Service Design – Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity numbernumber of telephone operators on call. BandwidthBandwidth ContentionContention arbitration Annual Spike Regular Spike Site request volume Day

21. Service Design – Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitrationContention arbitration Annual Spike Regular Spike Site request volume Day

22. Service Design – Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitration.Contention arbitration. Component Capacity Device failures UtilizationUtilization rates ResponseResponse times Database usage Index usage Hit rates Concurrent user numbers Network traffic rates.

23. Service Design – Section 4.3 DemandDemand Management ApplicationApplication Sizing ModellingModelling and Trending

24. Service Design – Section 4.3