Capacity Management
– The ITIL Way
Vaishali Joshi
ITSM Consultant
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
IT Acronyms you need to know…
IT needs more:
•Information Technology Infrastructure Library
(ITIL) – Best practices framework
• Service Support
• Service Delivery
• Information Technology Service Management
(ITSM) – Governance Model
PREDICTABILITY!
CONSISTENCY!
DATA!
ITSM provides a
governance
•COBIT – Control Framework for auditing
• Planning & Organization
• Acquire & Implement
• Deliver & Support
• Monitor
•Sarbanes-Oxley (SOX) – US legislation audits
• Consistent
• Repeatable
• Auditable
• Verifiable
framework for more
control over the
validity, integrity,
timeliness and
availability of your
data
SERVICE SUPPORT & DELIVERY PROCESSES
•Availability Management
•Service Level Management
•Capacity Management
•Contingency Management
•Security Management
•Financial Management
CONTROL
•Asset/Configuration
RELEASE PROCESSES
Release Management
• Change Mgmt
RESOLUTION
PROCESSES
•Incident Mgmt
•Problem Mgmt
AUTOMATION
SUPPLIER PROCESSES
•Customer Relationship
Management
•Supplier Management
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
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
Today’s world of capacity management requires a strategic,
planned, holistic approach…
CENTRALIZED
•Investment focus on individual capital return
•No corporate capacity plans
•No business capacity forecasts
•Reactive network and server capacity
management
DISTRIBUTED
•Investment focus on overall
corporate requirements
•Need to plan for growth with
business forecasts
•Proactive capacity management
(what, when and how much to
upgrade?)
WHAT HAVE WE LEARNED?
‘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
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
Strategic, Planned, Holistic Approach …
Business Strategy
“ There are 2 business
Business Plan
growth patterns that our
CAPACITY
MANAGEMENT
IS/IT Strategy
•Increase ROI of UNIX
server base
capacity plan must
address:
•ORGANIC
•EVENT DRIVEN”
IS/IT Business Plans
- Pepperweed client
•Integrate Data Centers &
shared facilities
quote
•Create shared production
platforms
•Implement a UTILITY
SAN-based PROGRAM
On-going activities
Ad-Hoc
Three Sub-Processes…
Business Capacity
Management
Service Capacity
Management
Resource Capacity
Management
Iterative
Activities
Demand
Mgmt
•MONITOR
•ANALYSIS
Modeling
•TREND
ANALYSIS
•TUNING
Capacity
Data
Storage
•IMPLEMENT
Application
Sizing
•BUSINESS
•SERVICE
•TECHNICAL
•UTILIZATION
Capacity Plan
CDB
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
Problem Mgmt
SUPPORT PROCESS
INTERDEPENDENCIES
Capacity Problem Reports
Incident Mgmt
Capacity Diagnostic
Tools/Performance reports
Capacity Incident Reports
Change Mgmt
FSC
Capacity Mgmt
•Ad hoc/Cumulative Impact of
Proposed Changes on capacity
•RFCs
CI Attributes
CDB updates
Configuration
Mgmt
Asset change
recommendations
Capacity Audits
Capacity requirements planning for
new releases (response times,
storage requirements, LAN traffic)
Release Mgmt
DELIVERY PROCESS
INTERDEPENDENCIES
SLM
Financial Mgmt
Procurement req
/Usage profiles
Budgets/actual variances
Performance
reports
SLAs, OLAs, SLRs
Capacity Mgmt
Availability Mgmt
Recovery
options
IT Service
Continuity Mgmt
Capacity requirements for recovery
options
The Capacity Plan…
Document current levels of resource utilization
and service performance
Factor in business strategy and plans
• CURRENT LEVELS,
CHALLENGES, SERVICE
LEVELS, CHANGES
•BUSINESS SCENARIOS
•SERVICE FORECAST
•RESOURCE FORECAST
•RECOMMENDATIONS
Forecast future requirements for IT resources
•Business benefits
•Impact analysis
•Costs
Develop quantifiable recommendations
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
NIRVANA…
INPUTS
•Configuration data
•SLAs
•Business plans / strategy
•IS/IT plans / strategy
•Business
requirements/volumes
SUB-PROCESS
OUTPUTS
•BUSINESS CAPACITY
MANAGEMENT
•Capacity Plan
Business requirement trends &
forecasts
•Thresholds & Alarms
•SERVICE CAPACITY
MANAGEMENT
•SLA recommendations
•Baselines & Profiles
•Capacity Reports
•Operational schedules
•Monitor, analyze, tune &
report on service performance
•Costing & Charging
recommendations
•Deployment / development
plans
•Establish baselines & profiles
of service usage
•Proactive changes &
service improvements
•Forward Schedule of
Changes
•Manage service demand
•Revised operational
schedule
•Incident/Problem reports
•SLA breach reports
•Budgets/Financial
•RESOURCE CAPACITY
MANAGEMENT
•Component level utilization
baselines & profiles
•Effectiveness reviews
•Audit reports
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