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< | '''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Capacity Management</i> aims to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. The Capacity Management process considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.</span></p> | ||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" title="ITIL Service Design">Service Design</a></html> | |||
'''Process Owner''': [[Capacity Management#Capacity Manager|Capacity Manager]] | '''Process Owner''': [[Capacity Management#Capacity Manager|Capacity Manager]] | ||
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<p> </p> | <p> </p> | ||
== Process Description == | ==Process Description== | ||
[[Image:Capacity-management-itil.jpg|right|thumb| | [[Image:Capacity-management-itil.jpg|right|thumb|500px|alt=Capacity Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Capacity-management-itil.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_capacity_management_itilv3.pdf ITIL Capacity Management]]] | ||
There are no major differences between Capacity Management in ITIL V3 (2007) and ITIL 2011. | There are no major differences between Capacity Management in ITIL V3 (2007) and ITIL 2011. | ||
Following the introduction of Design Coordination in | Following the introduction of Design Coordination in ITIL 2011 the information flows have been adapted. The process overview of [[Media:Capacity-management-itil.jpg|ITIL Capacity Management (.JPG)]] shows the key information flows (see fig. 1). | ||
[[ITIL 4]] refers to Capacity Management as a [[ITIL_4#Service_management_practices|service management practice]], and has renamed the practice to "Capacity and performance management". | |||
<p> </p> | <p> </p> | ||
== Sub-Processes == | ==Sub-Processes== | ||
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | |||
<meta itemprop="itemListOrder" content="Ascending" /> | |||
<p><span itemprop="name" content="Capacity Management sub-processes:">These are the <strong class="selflink">Capacity Management</strong> sub-processes and their process objectives:</span> | |||
</p> | |||
<p><b><span id="Business_Capacity_Management_ITIL" itemprop="itemListElement">Business Capacity Management</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To translate business needs and plans into capacity and performance requirements for services and IT infrastructure, and to ensure that future capacity and performance needs can be fulfilled. | |||
</li></ul> | |||
<p><b><span id="Service_Capacity_Management_ITIL" itemprop="itemListElement">Service Capacity Management</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To manage, control and predict the performance and capacity of operational services. This includes initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets. | |||
</li></ul> | |||
<p><b><span id="Component_Capacity_Management_ITIL" itemprop="itemListElement">Component Capacity Management</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To manage, control and predict the performance, utilization and capacity of IT resources and individual IT components. | |||
</li></ul> | |||
<p><b><span id="Capacity_Management_Reporting" itemprop="itemListElement">Capacity Management Reporting</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To provide other Service Management processes and IT Management with information related to service and resource capacity, utilization and performance (see "<a href="/index.php/Capacity_Management#ITIL_Capacity_Report" title="Capacity Management">Capacity Report</a>"). | |||
</li></ul> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==Definitions== | |||
<p> | <html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | ||
<meta itemprop="itemListOrder" content="Ascending" /> | |||
<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in the ITIL Capacity Management process to represent process outputs and inputs:</span> | |||
</p> | |||
<p><b><span id="Capacity_Management_Information_System" itemprop="itemListElement">Capacity Management Information System</span></b> | |||
</p> | |||
<ul><li itemprop="description">A virtual repository of all Capacity Management data, usually stored in multiple physical locations. | |||
</li></ul> | |||
<p><b><span id="ITIL_Capacity_Plan" itemprop="itemListElement">Capacity Plan</span></b> | |||
</p> | |||
<ul><li itemprop="description">A Capacity Plan is used to manage the <a href="/index.php/Capacity_Management#Component_Capacity_Management_ITIL" title="Capacity Management">resources required</a> to deliver IT services. The plan contains scenarios for different predictions of <a href="/index.php/Capacity_Management#Business_Capacity_Management_ITIL" title="Capacity Management">business demand</a>, and costed options to deliver the agreed service level targets. <i>(see: <a href="/index.php/Checklist_Capacity_Plan" title="Checklist Capacity Plan">ITIL Checklist Capacity Plan</a>)</i> | |||
</li></ul> | |||
<p><b><span id="ITIL_Capacity_Report" itemprop="itemListElement">Capacity Report</span></b> | |||
</p> | |||
<ul><li itemprop="description">The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance. | |||
</li></ul> | |||
<p><b><span id="Capacity_Management_Rules" itemprop="itemListElement">Event Filtering and Correlation Rules</span></b> | |||
</p> | |||
<ul><li itemprop="description">Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response. Event Filtering and Correlation Rules are typically used by Event Monitoring systems. Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered. | |||
</li><li><i>Note: The output "Event Filtering and Correlation Rules" has been added in ITIL 2011, to emphasize that (some) Event filtering and correlation rules should be designed by Capacity Management to support the detection of capacity issues.</i> | |||
</li></ul> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | |||
<html> | |||
: | <ul> | ||
<li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design#ITIL_KPIs_Capacity_Management" title="ITIL KPIs Capacity Management">Key Performance Indicators (KPIs) Capacity Management</a></li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL-Checklists#Capacity_Management">Capacity Management templates and checklists</a>: | |||
<ul> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Capacity_Plan" title="Capacity Plan template">Capacity Plan</a>, and</li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Capacity_Forecast" title="Capacity Forecast">Capacity Forecast</a></li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Capacity_Report" title="Capacity Report">Capacity Report</a></li> | |||
</ul></li> | |||
</ul><p></html> | |||
==Roles | Responsibilities== | |||
'''<span id="Capacity Manager">Capacity Manager - Process Owner</span>''' | |||
*The Capacity Manager is responsible for ensuring that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner. | |||
*He considers all resources required to deliver the service, and plans for short, medium and long term business requirements. | |||
<p> </p> | <p> </p> | ||
{| class="wikitable" style="background: white;" | |||
{| | |||
|- | |- | ||
| | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="5"|'''Responsibility Matrix: ITIL Capacity Management''' | ||
|- | |- | ||
! | !style="background:#ffffee; width: 50%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee;" | [[Capacity Management#Capacity Manager|Capacity Manager]] | ||
! style="background:# | ! style="background:#eeeeee;" | Service Owner[[Capacity Management#ITIL Roles|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee;" | Applications Analyst[[Capacity Management#ITIL Roles|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee;" | Technical Analyst[[Capacity Management#ITIL Roles|<small>[3]</small>]] | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Business Capacity Management ITIL|Business Capacity Management]] | ||
| A[[Capacity Management#Accountable|<small>[1]</small>]]R[[Capacity Management#Responsible|<small>[2]</small>]] | | A[[Capacity Management#Accountable|<small>[1]</small>]]R[[Capacity Management#Responsible|<small>[2]</small>]] | ||
| | | - | ||
| | | - | ||
| | | - | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Service Capacity Management ITIL|Service Capacity Management]] | ||
| AR | | AR | ||
| R | | R | ||
| | | - | ||
| | | - | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Component Capacity Management ITIL|Component Capacity Management]] | ||
| AR | | AR | ||
| | | - | ||
| R | | R | ||
| R | | R | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Capacity Management Reporting|Capacity Management Reporting]] | ||
| AR | | AR | ||
| | | - | ||
| | | - | ||
| | | - | ||
|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within ITIL Capacity Management.</span> | <span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within ITIL Capacity Management.</span> | ||
<span id="ITIL Roles">[3] see [[Roles | <span id="ITIL Roles">[3] see [[ITIL Roles|→ Role descriptions ...]]</span> | ||
==Notes== | |||
<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | |||
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Latest revision as of 12:52, 31 December 2023
![DE - ES - Capacity Management](/images/6/6d/ITIL-Wiki-de-es.jpg)
Objective: ITIL Capacity Management aims to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. The Capacity Management process considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.
Part of: Service Design
Process Owner: Capacity Manager
Process Description
![Capacity Management ITIL](/images/thumb/5/5d/Capacity-management-itil.jpg/500px-Capacity-management-itil.jpg)
There are no major differences between Capacity Management in ITIL V3 (2007) and ITIL 2011.
Following the introduction of Design Coordination in ITIL 2011 the information flows have been adapted. The process overview of ITIL Capacity Management (.JPG) shows the key information flows (see fig. 1).
ITIL 4 refers to Capacity Management as a service management practice, and has renamed the practice to "Capacity and performance management".
Sub-Processes
These are the Capacity Management sub-processes and their process objectives:
Business Capacity Management
- Process Objective: To translate business needs and plans into capacity and performance requirements for services and IT infrastructure, and to ensure that future capacity and performance needs can be fulfilled.
Service Capacity Management
- Process Objective: To manage, control and predict the performance and capacity of operational services. This includes initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets.
Component Capacity Management
- Process Objective: To manage, control and predict the performance, utilization and capacity of IT resources and individual IT components.
Capacity Management Reporting
- Process Objective: To provide other Service Management processes and IT Management with information related to service and resource capacity, utilization and performance (see "Capacity Report").
Definitions
The following ITIL terms and acronyms (information objects) are used in the ITIL Capacity Management process to represent process outputs and inputs:
Capacity Management Information System
- A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
Capacity Plan
- A Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets. (see: ITIL Checklist Capacity Plan)
Capacity Report
- The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance.
Event Filtering and Correlation Rules
- Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response. Event Filtering and Correlation Rules are typically used by Event Monitoring systems. Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered.
- Note: The output "Event Filtering and Correlation Rules" has been added in ITIL 2011, to emphasize that (some) Event filtering and correlation rules should be designed by Capacity Management to support the detection of capacity issues.
Templates | KPIs
Roles | Responsibilities
Capacity Manager - Process Owner
- The Capacity Manager is responsible for ensuring that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner.
- He considers all resources required to deliver the service, and plans for short, medium and long term business requirements.
ITIL Role / Sub-Process | Capacity Manager | Service Owner[3] | Applications Analyst[3] | Technical Analyst[3] |
---|---|---|---|---|
Business Capacity Management | A[1]R[2] | - | - | - |
Service Capacity Management | AR | R | - | - |
Component Capacity Management | AR | - | R | R |
Capacity Management Reporting | AR | - | - | - |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Capacity Management process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within ITIL Capacity Management.
[3] see → Role descriptions ...
Notes
By: Stefan Kempter , IT Process Maps.
Process Description › Sub-Processes › Definitions › Templates › Roles