1. Capacity Management – The ITIL Way Vaishali Joshi ITSM Consultant

2. 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

3. 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!

4. AUTOMATION RELEASE PROCESSESSUPPLIER 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 ManagementContingency Management

5. 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

6. 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

7. 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…

8. ‘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?

9. 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

10. Strategic, Planned, Holistic Approach … “ There are 2 business growth patterns that our capacity plan must address: ORGANIC EVENT DRIVEN” - Pepperweed client quote Business StrategyBusiness 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

11. Business Capacity Management Service Capacity Management Resource Capacity Management Iterative Activities Demand Mgmt Modeling Application Sizing Capacity Data Storage Capacity Plan CDB Three Sub-Processes… MONITOR ANALYSIS TUNING IMPLEMENT On-going activities Ad-Hoc BUSINESS SERVICE TECHNICAL UTILIZATION TREND ANALYSIS

12. 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

13. Capacity Mgmt Configuration Mgmt Change MgmtProblem MgmtIncident MgmtRelease 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 Audits CDB updates Asset change recommendations CI Attributes SUPPORT PROCESS INTERDEPENDENCIES

14. 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

15. The Capacity Plan… Document current levels of resource utilization and service performance Factor in business strategy and plansForecast future requirements for IT resourcesDevelop quantifiable recommendations CURRENT LEVELS, CHALLENGES, SERVICE LEVELS, CHANGES BUSINESS SCENARIOS SERVICE FORECAST RESOURCE FORECAST RECOMMENDATIONS Business benefits Impact analysis Costs

16. 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

17. 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 INPUTSSUB-PROCESS OUTPUTS NIRVANA…

18. 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