Itil Capacity Management

Decommissioning and Recovery 35 Projecting and Tracking Cost Avoidance and Cost Reduction 36 Summary and Next Steps 36 Chapter 4 Dimensions of Capacity Growth 39 Grow the Base 39 Growth by Demand 40 Growth by Refresh 40 Grow the Business 42 Project-Based Growth 42 Service-Based Growth 45 Summary and Next Steps 45 Part II Best Practices in Capacity Management 47 Chapter 5 Establish the Capacity Management Information System 49 Purpose of the Capacity Management Information System 49 Repository of Capacity Information 49 Interface to Integrated Service Management 50 Reporting and Decision Making 52 Contents of the Capacity Management Information System 52 Utilization Data 52 Capacity Data 54 Capacity Plans 56 First Steps to Implementation 57 Define Requirements 57 Select Tools 58 Gather Data 58 Implement Processes 59 Train Staff 59 Using the Capacity Management Information System 60 Forecasting Capacity Needs 60 Making Capacity Decisions 60 Integrating Service Management 60 Summary and Next Steps 61 Chapter 6 Define and Manage Capacity Plans 63 Scope of a Capacity Plan 63 Service Capacity Plans 63 Component Capacity Plans 64 How Many Plans? 65 Format of a Capacity Plan 66 The Essential Elements 66 The Right Level of Detail 69 Maintaining Capacity Plans 69 Periodic Reviews 70 Coping with Major Changes 71 Storing Capacity Plans 72 Format of the Plans 72 Maintaining Version Control 73 Summary and Next Steps 74 Chapter 7 Staff the Capacity Management Team 75 Implementation Roles 75 Capacity Process Owner 76 Capacity Management Information System Designer 77 Process Engineer 78 Project Manager 79 Operational Roles 81 Capacity Service Owner 81 Capacity Analyst 82 Capacity Data Manager 83 Capacity Planner 85 A Word About Skills 86 Skills, Roles, and Staffing 86 Developing Capacity Management Skills 87 Skill Maturity and Team Composition 87 Summary and Next Steps 88 Chapter 8 Implement the Capacity Management Process 89 The High-Level Process 89 The ITIL Process 90 Adopting and Configuring a Process 91 Attributes of a Good High-Level Process 93 Defining and Documenting Capacity Policies 94 Capacity Monitoring Policies 95 Capacity Acquisition Policies 96 Policy for Capacity Incidents and Changes 97 Policy for Capacity Planning on New Projects 98 Creating Capacity Procedures 98 Process Steps Create Procedures 98 Procedures for Capacity Reviews 99 Procedures for Improving Capacity 100 Procedures for Capacity Planning 100 Managing Capacity Process Assets 101 Document Format and Storage 101 Reviews and Process Approvals 102 Making Updates and Tracking Revisions 103 Summary and Next Steps 103 Chapter 9 Relate Capacity and Performance 105 Performance Is Capacity in a Moment 105 Definition of Performance Management 106 Time Scale for Performance Testing 106 Performance Management in the Capacity Management Process 107 Expand Capacity to Improve Performance 109 Techniques to Measure Performance 109 Techniques to Improve Performance 110 Diagnosing Performance Problems 111 Understanding Peaks and Valleys 113 Creating a Performance Profile 114 Measuring Performance Trends 116 Integrating Performance into the Capacity Plan 116 Virtualization's Impact on Performance 117 How Hypervisors Improve Performance 117 How Virtualization Automates Performance Management 117 Summary and Next Steps 118 Chapter 10 Choose Capacity Management Tools 119 Tools to Track Component Capacity 119 Specific Requirements in This Class 120 Available Tools 121 Specialized Tools Approach 122 Generalized Tools Approach 123 Tools to View Service Capacity 123 Specific Requirements in This Class 124 Available Tools 124 Build or Buy 125 Performance Management Tools 125 Specific Requirements in This Class 126 Available Tools 127 Tools for a Capacity Management Information System 128 Specific Requirements in This Class 128 Available Tools 129 How to Choose the Best Tools 129 Summary and Next Steps 131 Chapter 11 Produce Capacity Reports 133 Capacity Reports 133 Component Exception Reports 134 Component Trending Reports 135 Service Trending Reports 136 Capacity Management Reports and Process Metrics 138 Measuring Capacity Trend Accuracy 138 Tracking Capacity-Related Incidents 139 Evaluating the Completeness of Capacity Plans 140 Summary and Next Steps 141 Part III Common Issues in Capacity Management 143 Chapter 12 Business Capacity Planning 145 The Scope of Business Capacity Planning 145 Defining Business Capacity 146 How to Measure Business Capacity Utilization 147 Predicting Business Capacity Needs 149 The Challenge of Planning Business Capacity 150 Effort Versus Benefit 150 Getting Agreement on Measurements 151 The Place of Business Capacity Planning in Business Strategy 152 Integrating Business Capacity Planning with IT Capacity Planning 153 The Business Component Hierarchy 153 The Line Between IT Services and Business Processes 154 Integrated Utilization 155 Integrated Capacity Plans 155 Managing IT Capacity without Business Capacity Information 155 Summary and Next Steps 156 Chapter 13 Smoothing the Order Cycle 157 Establishing Capacity Buffers and Reorder Levels 157 Determining Capacity Buffers 157 Establishing Reorder Levels 158 First Guesses and Fine-Tuning 159 Factors Affecting Reorder Levels 159 Deployment Time 160 Process Maturity 160 Vendor Packaging 160 Virtualization Standards 161 Cost-Containment Efforts 162 Ordering the Right Amount 163 Ordering Individual Units 163 Ordering Hardware for Virtualization 163 Volume Ordering 165 Finding the Right Balance 165 Reclaiming Capacity Instead of Reordering 166 How Reclaimed Capacity Affects Capacity Demand 166 How Reuse Affects Reorder Levels 166 Creative Ways to Reuse Capacity 167 Summary and Next Steps 167 Chapter 14 Capacity Management in a Project Context 169 Capacity Plans as Project Deliverables 169 Adding Capacity Requirements in Project Definition 170 Considering Capacity and Performance in the System Architecture 171 Defining and Executing Capacity Test Cases 172 Building the Capacity Plan at Project Time 173 Testing and Estimating Capacity Utilization 173 Architecting for Capacity Growth 174 Engaging Capacity Management in the Project 175 Turning the Capacity Plan Over to Operations 177 When Capacity Management Has Been Engaged 177 When Capacity Management Was Not Engaged 178 Essentials of Operational Turnover 179 Summary and Next Steps 179 Chapter 15 Integrating Capacity Planning with IT Processes 181 Integrating with Availability Management 181 Process Linkage 182 Data Linkage 183 Benefits of Integration 183 Integrating with Configuration Management 183 Process Linkage 184 Data Linkage 184 Benefits of Integration 185 Integrating with Change Management 185 Process Linkage 186 Data Linkage 187 Benefits of Integration 187 Integrating with Incident Management 187 Process Linkage 188 Data Linkage 188 Benefits of Integration 189 Integrating with Service Continuity Management 190 Process Linkage 190 Data Linkage 191 Benefits of Integration 192 Integrating with Release and Deployment Management 192 Process Linkage 192 Benefits of Integration 193 Chapter Summary 193 Index 195