An understanding of current and future technologies

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					[DELETED]                                      Research & Development




[DELETED]
Capacity Management (CapM)
Vision / Scope




Author          Research & Development (R&D)
Author Position Project Team Member
Date            mm/dd/yy



Version: 1.1




                                    ITSM
[DELETED]                                                               Research & Development


Revision & Sign-off Sheet
Change Record
 Date        Author           Version     Change Reference
 mm/dd/yy TWright               1.1       As per Business CapM Meeting mm/dd/yy.




Reviewers
 Name              Version Approved        Position                              Date
 [DELETED]                1.0              Program Manager
 [DELETED]                1.0              Project Manager



Distribution
 Name                              Position
 CapM Project Team                 Member
 Research & Development            Staff



Document Properties
 Item             Details
 Document Title Vision / Scope
 Author           Project Team Member
 Creation Date    dd/mm/yy
 Last Updated     dd/mm/yy


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                                              ITSM
[DELETED]                                                                                            Research & Development




Table of Contents
Table of Contents ............................................................................................................ 1
Confidential and Sensitive Information ............................................................................ 2
Business Opportunity ...................................................................................................... 3
  Opportunity Statement ................................................................................................. 3
  Vision Statement.......................................................................................................... 3
  Benefits Analysis ......................................................................................................... 3
    Goals and Objectives ............................................................................................... 3
    Metrics ..................................................................................................................... 4
    Assumptions ............................................................................................................ 4
    Constraints ............................................................................................................... 4
  Usage Analysis ............................................................................................................ 4
    Capacity Management Stakeholders ....................................................................... 4
    Stakeholder Profiles ................................................................................................. 5
    Usage Scenarios ...................................................................................................... 6
  Requirements .............................................................................................................. 7
    Business Requirements ........................................................................................... 7
    Operational Requirements ....................................................................................... 7
    System Requirements .............................................................................................. 8
Scope .............................................................................................................................. 8
  Feature/Function List ................................................................................................... 8
  Out of Scope ................................................................................................................ 8
  Acceptance Criteria ..................................................................................................... 8
  Technical Design Strategy ........................................................................................... 8




                                                               ITSM                                                                 1
[DELETED]                                      Research & Development




Confidential and Sensitive Information
Distribution authorized to [DELETED].




                                        ITSM                       2
[DELETED]                                                         Research & Development




Business Opportunity
Opportunity Statement
The [DELETED] Service Center initiative requires IT Service Management (ITSM)
processes to support the emerging business model.

Vision Statement
The net goal of a Capacity Management process is to ensure that all the current and
future capacity and performance aspects of the business requirements are provided
cost effectively.
The proposed solution is intended to apply industry best practices and trends such as
those identified by the Information Technology Infrastructure Library (ITIL), and the IT
Service Management forum (itSMF), to the development of an understandable and
repeatable Capacity Management process.
That being the case, the [DELETED] Capacity Management process encompasses:
      Monitoring the performance and the throughput of IT services and supporting IT
       components.
      Tuning activities to make efficient use of resources.
      Understanding the current demands for IT resources and deriving forecasts for
       future requirements.
      Influencing the demand for resource, in conjunction with other service
       management processes.
      Producing a capacity plan predicting the IT resources needed to achieve agreed
       service levels.

Benefits Analysis
Goals and Objectives
      Provide Capacity Management for Server Virtualization, Networks, and Attached
       Storage for the [DELETED].
      Increased efficiency resulting in more economic provision of IT services
      Deferred expenditure.
      Elimination of unnecessary spare capacity and optimization of equipment.
      Elimination of expensive panic buying.
      Reduced risk of performance problems and failure.
      More confident and improved forecasting.
      Early and improved awareness of capacity issues within the application
       development life cycle.
      Better and more informed acquisition of IT resources.
      Provide recommendations to Operations groups.
      Service improvements though better control.
      Less need for reactive support.


                                         ITSM                                         3
[DELETED]                                                         Research & Development


Metrics
      Accurate business forecasts.
      An understanding of current and future technologies.
      An ability to demonstrate cost effectiveness.
      An ability to plan/implement the appropriate IT capacity to match business need.

Assumptions
      Proposed solution along with overarching Business Service Management
       processes will be employed and enforced.
      Personnel resources will be allocated accordingly.

Constraints
      Customer expectations exceed technical capacity.
      Over expectation of the benefits to be gained from tuning.
      Unrealistic and unachievable performance figures from equipment suppliers and
       manufacturers.
      Unavailability of necessary business information due to commercial and/or
       security concerns.
      Unreliable and inaccurate business forecasts and information.
      Incomplete or inaccurate information, particularly from distributed systems,
       networks and PC’s.
      Too much data: many tools provide vast amounts of capacity information.
      Lack of financial resources, and technical resources and skills.
      Overall maturity of [DELETED].

Usage Analysis
Capacity Management Stakeholders




                                         ITSM                                             4
[DELETED]                                                      Research & Development


Stakeholder Profiles
Service Desk (NOC)
    System Status Monitoring
         o Trend Analysis
         o Forecasting
    Request Management
    Incident Management
         o Scenario & Resolution Documentation
    Problem Management (Tier I)
         o Problem Validation & Qualification
         o Scenario & Resolution Documentation
Server Operations (Unix & Microsoft)
    System Status Monitoring
    Problem Management (Tier II/III)
         o Problem Validation & Qualification
         o Problem Diagnosis & Resolution
         o Scenario & Resolution Documentation
    Performance Monitoring
         o Trend Analysis
    Capacity Planning

Storage Operations
    System Status Monitoring
    Problem Management (Tier II/III)
         o Problem Validation & Qualification
         o Problem Diagnosis & Resolution
         o Scenario & Resolution Documentation
    Performance Monitoring
         o Trend Analysis
    Capacity Planning
Network Operations
    System Status Monitoring
    Problem Management (Tier II/III)
        o Problem Validation & Qualification
        o Problem Diagnosis & Resolution
        o Scenario & Resolution Documentation
    Performance Monitoring
        o Trend Analysis
    Capacity Planning

Configuration/Change/Release Management (CM)
   Configuration Control, Status, Accounting & Audit (CMDB)
   Change Approval & Scheduling
   Release Build, Test, Roll-Out, and Implementation


                                      ITSM                                         5
[DELETED]                                                       Research & Development


Plans & Programs (Facilities)
    Power Capacity Planning
    HVAC Capacity Planning
    Architecture Capacity Planning
Research & Development (R&D)
   Server Virtualization Capacity Planning
   Attached Storage Capacity Planning
   Networks Capacity Planning
   System Performance Monitoring
        o Trend Analysis
   Performance Monitoring
        o Status Reports
        o Trend Analysis
        o Forecasting
   Capacity Planning
   Capability Mapping

Usage Scenarios
The IT Service Management model chosen views Capacity Management as being
comprised of three sub-processes:
   1. Business Capacity Management
   2. Service Capacity Management
   3. Resource Capacity Management
These sub-processes are iterative in nature and reside at the heart of the Capacity
Management Process. NOTE: Following the illustration below is an outline of each sub-
process.




                                        ITSM                                        6
[DELETED]                                                          Research & Development


Business Capacity Management (BCM)
BCM is responsible for ensuring all future business requirements for IT Services are
considered, planned and implemented in a timely fashion. These future requirements
will come from business plans outlining new services, improvements and growth in
existing services, development plans etc.
This requires knowledge of:
      Existing service levels and SLA’s.
      Future service levels and SLR’s.
      The Business Plan and Capacity Plan.
      Modelling techniques (Analytical, Simulation, Trending, and Baselining).
      Application sizing methods.

Service Capacity Management (SCM)
Focuses on managing the performance of the IT Services provided to the Customers,
and is responsible for monitoring and measuring services, as detailed in SLA’s and
collecting, recording, analyzing and reporting on data.
This requires knowledge of:
      Service levels and SLA’s.
      Systems, networks, and service throughput and performance.
      Monitoring, measurement, analysis, tuning and demand management.

Resource Capacity Management (RCM)
Focuses on management of the components of the IT infrastructure and ensuring that
all finite resources within the IT infrastructure are monitored and measured, and
collected data is recorded, analyzed and reported.
This requires knowledge of:
      Current technology and its utilization.
      Future or alternative technologies.
      The resilience of systems and services.

Requirements
Requirements for the [DELETED] Capacity Management process may be broken down
into three basic areas, Business, Operations, and System.

Business Requirements
      Improve the efficiency of IT Service provisioning.
      Provide more accurate IT spending governance.
      Generate capacity reports.
      Forecast future capacity requirements.

Operational Requirements
      Reduce risk of capacity related problems or failure.
      Perform workload management.
      Manage hardware and software resources.

                                           ITSM                                        7
[DELETED]                                                           Research & Development


      Improve rate of hardware and software reuse.
      Perform application sizing.
      Generate hardware and software baseline profiles.
      Collect service capacity and performance statistical data.
      Develop Capacity Plans.
      Support IT Governance initiatives.

System Requirements
      SQL compliant Capacity Management Database (CDB).
      Scalable solution that supports various Best of Breed monitoring tools.
      Meet or exceed [DELETED] security requirements.

Scope
The Capacity Management process will initially include server virtualization, and data
storage. As the process matures, additional enterprise technologies will be included in
its scope.

Feature/Function List
      <<< Tie requirements into functions and record here. >>>

Out of Scope
      <<< Network, VoIP, Legacy… >>>

Acceptance Criteria
      <<< What metrics must be met to achieve customer acceptance? >>>

Technical Design Strategy
The core product will be a process developed and distributed in electronic and hard-
copy form and a supporting database capable of residing on any Structured Query
Language (SQL) compliant platform.

The Capacity Management Database (CDB) may be an entity of its own residing within
a single Relational Database Management System (RDBMS), or a virtual database
comprised of the following types of data feeds:

      Business Data
      Service Data
      Technical Data
      Financial Data
      Utilization Data




                                          ITSM                                            8

				
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posted:9/17/2012
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