Capacity Management The ITIL Way

Vaishali Joshi ITSM Consultant

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

IT Acronyms you need to know

IT needs more: 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 PREDICTABILITY! CONSISTENCY! DATA! ITSM provides a governance framework for more control over the validity, integrity, timeliness and availability of your data

SERVICE SUPPORT & DELIVERY PROCESSES

Availability Management Contingency Management Service Level Management Security Management Capacity Management Financial Management

Asset/Configuration

CONTROL

RELEASE PROCESSES
Release Management

Change Mgmt

SUPPLIER PROCESSES
Customer Relationship Management Supplier Management

RESOLUTION PROCESSES
Incident Mgmt Problem Mgmt

AUTOMATION

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

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

Todays world of capacity management requires a strategic, planned, holistic approach

CENTRALIZED

DISTRIBUTED

Investment focus on overall Investment focus on individual capital return corporate requirements No corporate capacity plans Need to plan for growth with No business capacity forecasts business forecasts Reactive network and server capacity management Proactive capacity management (what, when and how much to upgrade?)

WHAT HAVE WE LEARNED? The dotcom meltdown demonstrated the dangers of building networks to dubious over-rated forecasts or philosophical visions. Networks should only be built to customer demand, which is difficult but achievable.'
- Andy Bolton, CEO, Capacitas, Ltd

Objective of ITIL Capacity Management

To ensure that cost justifiable capacity:
always exists Hardware 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

Strategic, Planned, Holistic Approach

Business Strategy

Business Plan CAPACITY MANAGEMENT IS/IT Strategy

Increase ROI of UNIX server base

There are 2 business growth patterns that our capacity plan must address: ORGANIC EVENT DRIVEN - Pepperweed client quote

IS/IT Business Plans

Integrate Data Centers & shared facilities Create shared production platforms Implement a UTILITY SAN-based PROGRAM

On-going activities Ad-Hoc

Three Sub-Processes
Business Capacity Management Service Capacity Management Resource Capacity Management Iterative Activities
MONITOR ANALYSIS TUNING IMPLEMENT

Demand Mgmt

Modeling
TREND ANALYSIS

Capacity Data Storage Application Sizing

BUSINESS SERVICE TECHNICAL UTILIZATION

Capacity Plan

CDB

Metrics: Some guidelines

Throughput (Volume & Utilization)
CPU Utilization Memory Utilization File storage utilization

Performance
Response times

Gather data at:

Total resource utilization level Detailed load profiles per service per resource

SUPPORT PROCESS INTERDEPENDENCIES

Problem Mgmt

Capacity Problem Reports

Incident Mgmt

Capacity Diagnostic Tools/Performance reports

Change Mgmt
FSC Ad hoc/Cumulative Impact of Proposed Changes on capacity RFCs Capacity requirements planning for new releases (response times, storage requirements, LAN traffic)

Capacity Incident Reports

Capacity Mgmt

CI Attributes Capacity Audits CDB updates

Configuration Mgmt

Asset change recommendations

Release Mgmt

DELIVERY PROCESS INTERDEPENDENCIES

Financial Mgmt

Procurement req /Usage profiles

Budgets/actual variances Recovery options

SLM
Performance reports SLAs, OLAs, SLRs

IT Service Continuity Mgmt

Capacity requirements for recovery options

Capacity Mgmt

Availability Mgmt

The Capacity Plan

Document current levels of resource utilization and service performance

CURRENT LEVELS, CHALLENGES, SERVICE LEVELS, CHANGES BUSINESS SCENARIOS

Factor in business strategy and plans

SERVICE FORECAST RESOURCE FORECAST RECOMMENDATIONS

Forecast future requirements for IT resources

Business benefits Impact analysis Costs

Develop quantifiable recommendations

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

NIRVANA

INPUTS
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

SUB-PROCESS
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

OUTPUTS
Capacity Plan Baselines & Profiles Thresholds & Alarms Capacity Reports SLA recommendations Costing & Charging recommendations Proactive changes & service improvements Revised operational schedule Effectiveness reviews Audit reports

Capacity Management Automation 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