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Capacity Management
ITIL Capacity Management

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:

Service monitoring
Performance management
Demand management
Workload management
Change initiation
Trend analysis

These are inputs into the following Capacity Management processes:
Performance monitoring
Workload monitoring
Application sizing
Resource forecasting
Demand forecasting

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

Capacity Management Overview

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

Process Goal
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

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
Providing Accurate IT Capacity Forecasts
Providing Appropriate IT Capacity To Meet Business Needs

Key Activities
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.

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

Providing Accurate IT Forecasts

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

Providing Appropriate IT Capacity To Meet Business Needs

Number of incidents related to capacity/performance issues
Number of SLA performance targets missed due to capacity

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