Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner.

This involves input from many areas of the business to identify what services are (or will be) required, what IT infrastructure is required to support these services, what level of Contingency will be needed, and what the cost of this infrastructure will be.

Capacity management is made up of three subprocesses:

Business capacity management (BCM)

Service capacity management (SCM)

Resource capacity management (RCM)

These subprocesses all share a common set of activities that are applied from different perspectives. They include the following:

Modeling

Service monitoring

Performance management

Demand management

Workload management

Analysis

Change initiation

Optimization

Trend analysis

These are inputs into the following Capacity Management processes:

· Performance monitoring

· Workload monitoring

· Application sizing

· Resource forecasting

· Demand forecasting

· Modelling

From these processes come the results of capacity management, these being the capacity plan itself, forecasts, tuning data and Service Level Management guidelines.

To ensure that all current and future capacity and performance aspects of the IT infrastructure are provided to meet business requirements at acceptable cost.

Achieve the process mission by implementing:

• ITIL-aligned Capacity management policies, processes and procedures

• Dedicated Capacity Management Process Owner

• Business Capacity Management to forecast capacity needs based on business events

• Service Capacity Management to ensure capacity levels support established service level targets

• Resource Capacity Management to ensure capacity levels are provided for at the individual IT device level

• Actions to ensure appropriate levels of capacity have been built into new IT Solutions

• Periodic and ongoing forecasting for capacity needs based on both business and technical input

• Ongoing monitoring and analysis of current performance to ensure appropriate levels of capacity have been provided and resources are optimally tuned

The Critical Success Factors (CSFs) are:

• Providing Accurate IT Capacity Forecasts

• Providing Appropriate IT Capacity To Meet Business Needs

The key activities for this process are:

• Perform demand management for business, service and resource capacity activities

• Perform modeling for business, service and resource capacity activities

• Provide application sizing for business, service and resource capacity activities

• Provide capacity plans for business, service and resource capacity activities

• Perform capacity monitoring, analysis and tuning activities

• Implement capacity-related changes

• Control storage of capacity data for capacity activities

• Provide management information about Capacity Management quality and operations.

Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

• Total dollars in unplanned capacity expenditures

• Total dollars in unused capacity expenditures

• Percent of capacity forecasts that were accurate

• Number of inaccurate business forecast inputs provided

• Number of incidents related to capacity/performance issues

• Number of SLA performance targets missed due to capacity

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