Before
you can set about implementing or maturing any ITIL process, the first step is
to conduct a process audit or GAP analysis.
This can obviously be done internally, but it’s unlikely to provide an
objective and honest appraisal. A better
option is to use some targeted consultancy that will provide the necessary
expertise, knowledge and importantly, objectivity. Whether it’s delivered internally or via a
third party the following approach has always proved successful.
Rather
than using a prescriptive approach each time, a combination of the following will
yield the relevant (and appropriate) information.
The
roles or groups will alter slightly depending on the organization but the
following areas should be engaged to ensure the project is successful.
·
Key
business stakeholders
·
Service
Managers or Service Owners
·
Technical
domain experts
·
Tooling
Personnel – Monitoring, alerting etc
·
Existing
capacity staff
·
Service
Management personnel
Every
environment is unique; however there are a number of key questions that should
be asked. By thinking these through it will help to ensure you create a
Strategy for Capacity Management, and if you need to de-scope elements to start
building momentum, you will at least have a clear sight of your end objectives.
·
What
information channels/interfaces exist currently?
·
What
reports are available and the associated delivery mechanism?
·
What
metrics are captured and how are their thresholds derived?
·
What
tooling is available?
·
What
KPIs are being used?
·
What
capacity deliverables are being provided?
·
Is
the business suffering from capacity outages?
·
Are
upgrades performed in a timely fashion?
I’ll
be looking at questionnaires and their relevance on Friday, in the meantime register to come along to my webinars on October 10th and 24th http://www.metron-athene.com/services/training/webinars/index.html
Rob
Ford
Principal
Consultant
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