This graphic
explains how we can gather the necessary information from the Component,
Service and Business Capacity Management processes (Blue) and start to
correlate the information together (Green) and
then feed the information back to other ITSM processes (White).
This not only
provides other processes with a valuable insight into both the performance and
capacity of Services, it also can identify key business patterns of activity to
help select modeling periods for Capacity Plans, feed SLM reporting, provide
information for KPIs such as numbers of incidents caused by Capacity or
Performance issues or outages and provide root cause analysis information for
Problem.
Importance of
Correlation
For Capacity Planning purposes, the importance of
being able to correlate application transaction information with component
usage is extremely important as this slide demonstrates. The example here plots the number of Service
Desk calls being reported through the application and its servers CPU
usage.
Note the correlation between the rise in calls and the
CPU usage.
From this we can start to look into producing models
of an increase in numbers of Service Desk calls and its impact on the existing
infrastructure used to attempt to identify a pain point and prevent slow
performance or service failure.
All of this can be achievable through implementing an
enterprise Capacity Management tool that not only captures and stores data from
all sub processes into a CMIS, but has the reporting and planning capabilities
as mentioned throughout.
Please note though that you need to be careful on assuming that a simple trend on
the CPU will suffice here due to the utilization laws as mentioned earlier on.
Jamie Baker
Principal Consultant
