What should we do within IT Service Management?

Implementing practical, effective capacity management is a vital step.

The first step in capacity management is confined to resource management at the component level such as CPU, memory and storage. It will maintain a constant service level with suitable resources, but it is a passive job in that we only provide capacity to achieve all IT services at the same performance.

In the second step, service level is prioritized depending on the importance of the business. Then the capacity of the IT resources is optimized according to that conclusion.

However, all capacity management efforts are still only focusing on how to keep the Service Level Agreement. No one takes care of how the IT services being provided help its users or contribute to LOB results.

In the third step, how the IT services being provided help its users or contribute to LOB results should be addressed. We have to measure how much the IT services being provided contribute to the result of the LOB and it should be reported not only to the LOB but also to the employer making management decisions.

In this way, capacity management can contribute to the business itself as well as the IT infrastructure.

The heretical view of ‘Knot-ITIL’ can be repeated in brief here. It focuses on the six core processes and tries to draw attention to the key one. Do it.

Deliver IT (do it)

Address Bugs as they arise.

Make Changes to correct as needed.

Identify Assets to be used.

Exploit Finance to control it all.

Do it Efficiently to do it well (including availability, capacity…).

Short, sweet and easy-to-remember

It is clear that employers may have lost faith in IT…it can be restored by capacity management.

Adam Grummitt

Distinguished Engineer and Author ‘Capacity Management – A Practitioner Guide’

http://www.itgovernance.co.uk/products/3077

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