A fairly standard definition of Capacity Management is ‘An IT process that helps ensure capacity meets current and future business requirements in a cost-effective manner.’
A well-defined Capacity Management process will focus on four sub-processes:
· Business Capacity Management – translating business needs and plans into capacity and performance requirements for services and infrastructure.
· Service Capacity Management – managing the capacity of live, operational IT services. This includes both proactive and reactive activities to ensure SLAs are met.
· Component Capacity Management – managing the performance, utilization, and capacity of IT resources and individual IT components.
· Capacity Management Reporting – To provide other ITSM processes and management with information related to service and component capacity, utilization, and performance.In order to support the process, specific activities (monitoring, analysis, tuning, modeling, etc.) are undertaken in both proactive and reactive ways.
Capacity Management – a “people” processToday’s Capacity Manager must be a “people” person – the days of the person looking at charts in a corner cubicle that nobody dare enter are (or should be) over.
An effective Capacity Manager today is someone who should know and interact with key people within both IT and the business. Further, Capacity Management has some key interfaces to the other ITSM processes, including:
-- Incident Management
-- Problem Management
-- Change Management
-- Service Level Management
…and many others.Those interfaces do not only consist of data and information. They also consist of effective communication by the Capacity Manager and relationships built on trust and respect. Building these relationships require that the Capacity Manager have personal and communication skills that were probably less important decades ago.
Capacity Management is a key resource for evaluating the effects of change, both within IT and with the business.
On Friday I'll be looking at Capacity Management Maturity.
In the meantime, register now for the next webinar in our Capacity Management Maturity series where we'll be looking at Repeatable to Defined, with an emphasis on what is involved when maturing to a Defined level.
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