cmg capacity management oct 6

8/8/2019 CMG Capacity Management Oct 6

1/18

Capacity Management

The ITIL Way

Vaishali Joshi

ITSM Consultant


2/18

Agenda 2 Parts

1) What is ITIL, ITSM, COBIT, SOX?

Why is everyone excited about it?

Overview of the ten ITIL processes

2) Capacity Management in the ITIL world


3/18

ITAcronyms you need to know

ITSM provides agovernance

framework for more

control over the

validity, integrity,

timeliness and

availability of your

data

Information Technology Infrastructure Library(ITIL) Best practices framework

Service Support

Service Delivery

Information Technology Service Management

(ITSM) Governance Model

COBIT Control Framework for auditing

Planning & Organization

Acquire & Implement

Deliver & Support

Monitor

Sarbanes-Oxley (SOX) US legislation audits

Consistent

Repeatable

Auditable

Verifiable

IT needs more:

PREDICTABILITY!

CONSISTENCY!

DATA!


4/18

AUTOMATION

RELEASE PROCESSES SUPPLIER PROCESSES

RESOLUTION

PROCESSES

CONTROL

SERVICE SUPPORT & DELIVERY PROCESSES

Release ManagementCustomer RelationshipManagement

Supplier ManagementIncident Mgmt

Problem Mgmt

Asset/Configuration

Change Mgmt

Security Management

Service Level ManagementAvailability Management Capacity Management

Financial ManagementContingency Management


5/18

Why IT Service Management?

Proven quality driven framework

Create results by aligning people, processes,

and technology

Repeatable processes and procedures

Improve resource utilization capabilities

Improve IT staff morale

Increase responsiveness to demand


6/18

Agenda Part 2 Capacity Management

The ITIL mindset for Capacity Management

Objectives of Capacity Management

Three sub-processes within Capacity Management

Metrics

Understanding ITIL Process Interdependencies

The Capacity Plan

Critical Success Factors for Implementation

Capacity Management Automation Solutions


7/18

CENTRALIZED DISTRIBUTED

Investment focus on individual capital return

No corporate capacity plans

No business capacity forecasts

Reactive network and server capacitymanagement

Investment focus on overallcorporate requirements

Need to plan for growth withbusiness forecasts

Proactive capacity management(what, when and how much toupgrade?)

Todays world of capacity management requires a strategic,

planned, holistic approach


8/18

The dotcom meltdown demonstrated the dangers of building networks to

dubious over-rated forecasts or philosophical visions. Networks shouldonly be built to customer demand, which is difficult but achievable.'

- Andy Bolton, CEO, Capacitas, Ltd

WHAT HAVE WE LEARNED?


9/18

Objective of ITIL Capacity Management

To ensure that cost justifiable capacity: always existsHardware

Networking Equipment (LANs, WANs, bridges, routers)

Peripherals (bulk storage devices, printers)

Software (OS, network SW, purchase/in-house)

HR

is matched to the current and future business requirements


10/18

Strategic, Planned, HolisticApproach

There are 2 business

growth patterns that our

capacity plan must

address:

ORGANIC

EVENT DRIVEN

- Pepperweed client quote

Business Strategy

Business Plan

IS/IT Strategy

Increase ROI of UNIX

server base

IS/IT Business PlansIntegrate Data Centers &

shared facilities

Create shared production

platforms

Implement a UTILITY

SAN-based PROGRAM

CAPACITY

MANAGEMENT


11/18

Business Capacity

Management

Service Capacity

Management

Resource Capacity

Management

Iterative

ActivitiesDemand

Mgmt Modeling

Application

Sizing

Capacity

Data

Storage

Capacity PlanCDB

Three Sub-Processes

MONITOR

ANALYSIS

TUNING

IMPLEMENT

On-going activities

Ad-Hoc

BUSINESS

SERVICE

TECHNICAL

UTILIZATION

TREND

ANALYSIS


12/18

Metrics: Someguidelines

Throughput (Volume & Utilization)CPU UtilizationMemory Utilization

File storage utilization

Performance

Response times

Gather data at:Total resource utilization level

Detailed load profiles per service per resource


13/18

Capacity Mgmt

Configuration

Mgmt

Change Mgmt

Problem Mgmt

Incident Mgmt

Release Mgmt

Capacity Incident Reports

Capacity Problem Reports

Capacity Diagnostic

Tools/Performance reports

Ad hoc/Cumulative Impact of

Proposed Changes on capacity

RFCs

FSC

Capacity requirements planning for

new releases (response times,

storage requirements, LAN traffic)Capacity AuditsCDB updates

Asset change

recommendations

CI Attributes

SUPPORT PROCESS

INTERDEPENDENCIES


14/18

Capacity Mgmt

Availability Mgmt

IT Service

Continuity Mgmt

Financial Mgmt

SLM

SLAs, OLAs, SLRs

Budgets/actual variancesProcurement req

/Usage profiles

Capacity requirements for recovery

options

Recovery

options

DELIVERY PROCESS

INTERDEPENDENCIES

Performancereports


15/18

The Capacity Plan

Document current levels of resource utilization

and service performance

Factor in business strategy and plans

Forecast future requirements for IT resources

Develop quantifiable recommendations

CURRENT LEVELS,

CHALLENGES, SERVICE

LEVELS, CHANGES

BUSINESS SCENARIOS

SERVICE FORECASTRESOURCE FORECAST

RECOMMENDATIONS

Business benefits

Impact analysisCosts


16/18

Critical Success Factors for Implementation

Business forecasts

Knowledge of IT strategy/plans

Understanding of current/future technologies

An ability to demonstrate cost effectiveness

Interaction with other effective Service

Management processes

An ability to plan & implement the appropriate

IT capacity to match business need

Process Ownership with accountability


17/18

Configuration data

SLAs

Business plans / strategy

IS/IT plans / strategy

Business

requirements/volumes

Operational schedules

Deployment / development

plans

Forward Schedule of

Changes

Incident/Problem reports

SLA breach reports

Budgets/Financial

BUSINESS CAPACITY

MANAGEMENT

Business requirement trends &

forecasts

SERVICE CAPACITY

MANAGEMENT

Monitor, analyze, tune &

report on service performance

Establish baselines & profiles

of service usage

Manage service demand

RESOURCE CAPACITY

MANAGEMENT

Component level utilization

baselines & profiles

Capacity Plan

Baselines & Profiles

Thresholds & Alarms

Capacity Reports

SLA recommendations

Costing & Charging

recommendations

Proactive changes &

service improvementsRevised operational

schedule

Effectiveness reviews

Audit reports

INPUTS SUB-PROCESS OUTPUTS

NIRVANA


18/18

Capacity ManagementAutomation Solutions

TRENDING Organic Growth

Trending Manager (Qualitech)

Orion (Solarwinds)

Denika (Somix)

Expert Observer (Operative SW)

MODELLING Event Driven Growth

Teamquest

Perform and Predict (BMC)

MXG (Merrill)

CA, HP Openview, OPNET, IBM

No tool covers all 7 layers of the network

stack

cmg capacity management oct 6

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