Standard Operating Procedure

Technology Business Unit

IT Capacity Management
 IT Capacity Management

Effective Date Title

IT Capacity Management

Author

Name Job Title Signature Date

Digitally signed by Jwan

Jwan Natiq AS_O Sr Officer Jwan Natiq Natiq

Date: 2021.08.02 11:08:33
+03'00'

Saad Digitally signed by Saad

Saad Mohammad QOE-G Network Expert Mohammad

Mohammad
Date: 2021.08.02 10:20:40
+03'00'

Approvals

Name Job Title Signature Date

ahmed.
Ahmed Sardar CldC_P Sr Manager
Digitally signed by ahmed.sardar@asiacell.
com
sardar@asiacell.com DN: cn=ahmed.sardar@asiacell.com
Date: 2021.08.02 13:02:43 +03'00'

Ranj Foad Quality Governance Sr. Manager

Arewan Dilawer QoE Director

Waleed Digitally signed by Waleed

Waleed Aladil IT Director Aladil

Aladil
Date: 2021.08.05 14:21:54
+03'00'

Soran Amin Acting CTIO

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Table of Contents:

1.0 Purpose ........................................................................................................................................ 4

2.0 Scope & Sub-Processes.................................................................................................................... 4

3.0 Related Responsibilities.................................................................................................................... 4

4.0 Definitions / Terminology ................................................................................................................. 6

5.0 Key Performance Indicators (Quality Objectives) .................................................................................. 7

6.0 Related Documents ......................................................................................................................... 7

7.0 Document History ........................................................................................................................... 8

8.0 Guidelines & Authorities ................................................................................................................... 8

9.0 Method ........................................................................................................................................10

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1.0 Purpose
The purpose of Capacity Management is to ensure continuous availability of resources as
required without hindering the business operations and to provide an insight into the cost -
effective use of resources to the management.

2.0 Scope & Sub-Processes

The Capacity Management process should be the focal point for all IT performance and capacity
issues. It encompasses both hardware and software, for all IT technology components and
environments, and inc luding the below:
2.1.1 Expansion Capacity Management.
2.1.2 Ad-hoc Capacity Management.
2.1.3 Tuning and Monitoring Capacity

3.0 Related Responsibilities

3.1 RACI table.

IT Resource Custodian

IT Management
Requester
No. Activity

1 IT resource custodian will Collect the required AR R I

capacity /forecast from all Asiacell stakeholders

2 Review the available un-provisioned capacity based AR I I

on the utilization reports and compare it with the
annual capacity requirement.

3 IT resource custodian will align the capacity AR I C

expansion with the product lifecycle to make sure
that no capacity expansion will be done for near EOL
systems.

4 put a plan for provisioning the required capacity AR C C

based on the timeline of the collected annual

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capacity sheet if the available un-provisioned

capacity can accommodate the annual capacity
requirement

5 Calculate the estimated cost for the required R AR I

capacity to meet the annual capacity requirement If
the available un-provisioned capacity is less than
annual capacity requirement

6 Add the required expansion cost to the annual AOP. AR I I

7 approve the required budget as part of the annual I I AR

AOP

8 For ad-hoc unplanned capacity, it will be checked AR I I

case by case, If there is available resources to
accommodate it then it will be provisioned and add
it to the ad-hoc capacity sheet, otherwise IT will ask
the requester to either provide the budget to issue a
PR for the required capacity or wait till next year to
be added to the annual capacity requirement.

9 Review the assigned capacity on monthly basis to AR I I

compare it with the total capacity.

10 Start the initiative of reducing the assigned capacity AR I I

if the utilized capacity is less than 60% of the
assigned capacity of this service (plan the CRs for
capacity reduction) whenever applicable

11 List all ad-hoc unplanned capacity requested during AR R I

the year to be consider during the capacity planning
for the next year.

12 Compare the capacity of planned provisioned AR I I

capacity vs. the add-hoc unplanned provisioned
capacity to build a trend of the upcoming expansion
requirement.

13 Review the lifecycle of the IT systems and plan the AR I C

required upgrade or Tech refresh (in case of EOSL)
accordingly to be part of the AOP plan

14 Monitor the system utilization over long intervals AR I C

and on the different layers then following the trend
of utilization to consider the required capacity in the
annual plan.

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15 Daily monitoring of utilization for all systems and on AR I C

the different layers to assure applying the required
tuning and optimization on spot whenever required.

R Responsible Assigned to complete the task or deliverable.

A Accountable Has final decision-making authority and accountability for

completion. Only 1 per task.

C Consulted An adviser, stakeholder, or subject matter expert who is consulted

before a decision or action.

I Informed Must be informed after a decision or action.

4.0 Definitions / Terminology

4.1 Definitions:

4.1.1 IT Resource Custodian: the team/BU that has overall responsibility for
ensuring that there is adequate IT Capacity to meet required levels of
service and to ensure that use of existing Capacity is optimized.
4.1.2 System Business Owner: the team/ BU, which uses the system for their
own daily tasks/ business.
4.1.3 Tuning: The analysis of the monitored data may identify areas of the
configuration that could be tuned to better utilize the system resource or
improve the performance of the particular service.
4.1.4 IT Management: This Group contains IT managers who will review the
Service Request details. If more information is needed, they will contact the
Requester to complete the information, and then Approve or reject any
capacity expansion request.
4.1.5 Tech Refresh: cycle of regularly updating key elements of your IT
infrastructure to maximize system performance.
4.1.6 Requester: Is the entity that requests for a new capacity resource, from
Technology and out of Technology BUs.

4.2 Terminology:

4.2.1 TAT: Turn Around Time.

4.2.2 BU: Business Unit.
4.2.3 AOP: Annual Operation Plan.
4.2.4 EOSL: End of Service Life or End of Support Life
4.2.5 EOL: End of life

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5.0 Key Performance Indicators (Quality Objectives)

5.1 KPI

No . KPI Target

1. Request to be fulfilled if it is already a part of AOP 100%

timeline for the required capacity to be ready for service will not
2. have any conflict with the timeline of any project part of the 100%
collected annual capacity requirement

The required capacity Collected from all Asiacell stakeholders to

3. 100%
be consolidated in annual capacity requirement sheet

5.2 TAT

No. Activity TAT

TAT of IT resources custodian to review any request for

1. ≤2 working days.
expansion.

2. TAT of IT management to approve/reject any request. ≤3 working days.

TAT of IT management to approve/reject any request for

3. ≤2hrs
Tuning.

6.0 Related Documents

6.1 SOPs

Title Reference Retention Area Retention Period

6.2 WIs

Title Reference Retention Area Retention Period

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6.3 Reference Documents

Title Reference Retention Area Retention Period

6.4 Records

Title Reference Retention Area Retention Period Template

6.5 External Documents

Source & Retention Area Retention Period Controlled

Title
Reference Distribution

7.0 Document History

Version Date Changes made Changed By Signature

1.0 26-July-2021 First draft

8.0 Guidelines & Authorities

8.1 Expansion Capacity Management:

8.1.1 IT resource custodian will Collect the required capacity/ forecast from all
Asiacell stakeholders and consolidate it in one annual capacity requirement
sheet to be as a reference for planned & ad-hoc projects.
8.1.2 IT resource custodian will review the available un-provisioned capacity
based on the utilization reports and compare it with the annual capacity
requirement.
8.1.3 IT resource custodian will review the lifecycle of the IT systems and plan
the required upgrade or Tech refresh (in case of EOSL) accordingly to be
part of the AOP plan.
8.1.4 In addition, to align the capacity expansion with the product lifecycle to
make sure that no capacity expansion will be done for near EOL systems.

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8.1.5 If the available un-provisioned capacity can accommodate the annual

capacity requirement then IT resource custodian will put a plan for
provisioning the required capacity based on the timeline of the collected
annual capacity sheet in consultancy of IT management and the IT resource.
8.1.6 If the available un-provisioned capacity is less than annual capacity
requirement then calculate the estimated cost for the required capacity to
meet the annual capacity requirement.
8.1.7 Add the required expansion cost to the annual AOP.
8.1.8 After approving the required budget as part of the annual AOP, put a plan
& timeline for the required expansion.
8.1.9 Make sure that the timeline for the required capacity to be ready for service
will not have any conflict with the timeline of any project part of the
collected annual capacity requirement.
8.1.10 Issue the PR and follow the PR process for the capacity expansion. Provision
the required capacity (based on the timeline of the collected annual capacity
sheet) after completing the capacity expansion.
8.2 Ad-hoc unplanned Capacity Management:

8.2.1 it will be checked case by case, If there is available resources to

accommodate it then it will be provisioned and add it to the ad-hoc capacity
sheet, otherwise IT will ask the requested to either provide the budget to
issue a PR for the required capacity or wait till next year to be added to the
annual capacity requirement.
8.2.2 List all ad-hoc unplanned capacity requested during the year to be consider
during the capacity planning for the next year.
8.2.3 Compare the capacity of planned provisioned capacity vs. the add-hoc
unplanned provisioned capacity to build a trend of the upcoming expansion
requirement.

8.3 Tuning and Monitoring Capacity

8.3.1 Review the assigned capacity on monthly basis to compare it with the total
capacity.
8.3.2 Conduct periodic reviews with the objective to reduce the assigned capacity
if the utilized capacity reaches 60% of the assigned capacity of this service
(plan the CRs for capacity reduction) whenever applicable.
8.3.3 Monitor the system utilization over long intervals and on the different layers
then following the trend of utilization to consider the required capacity in
the annual plan.
8.3.4 Daily monitoring of utilization for all systems and on the different layers to
assure applying the required Tuning and optimization on spot whenever
required.

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9.0 Method
9.1 Capacity Expansion Management

Capacity Expansion Management

Requester

Share the Request of the

Start
New Capacity

Collect and consolidate the required capacity from all Review, if no

Asiacell stakeholders it in one annual capacity Review the available un-
capacity expansion
requirement sheet provisioned capacity
is near EOL systems? Yes
IT Resource Custodian

NO

No
Calculate the estimated cost for
the required capacity to meet the
annual capacity requirement

put a plan for provisioning the available un-

the required capacity based Issue the PR and follow the provisioned capacity
on the timeline of the PR process for the capacity can accommodate the
collected annual capacity expansion. annual capacity
Add the required expansion sheet. requirement ?
cost to the annual AOP

YES
IT Management

Approving the required Yes

budget as part of the
Annual AOP
End

No

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9.2 Adhoc Capacity Management

Adhoc Capacity Management

Requester

Share the Request of the

Start
New Capacity

No

provide the
budget to issue a
There is available No Yes
PR for the required
Yes resources to accommodate capacity
IT Resource Custodian

the ad-hoc request

The requester should wait
for next year and will be
be added to the annual
Can Issue PR for
capacity requirement.
the required
capacity

Yes
Provision the
request and add it List all ad-hoc unplanned
to the ad-hoc capacity requested during the
capacity sheet year to be consider during the
capacity planning for the next
year. No
IT Management

End
Yes
Approved?

No

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9.3 Tuning and Monitoring Capacity

Tuning and Monitoring Capacity

Start

Daily monitoring of utilization Monitor the system

for all systems and on the utilization over intervals
different layers (Monthly)
IT Resource Custodian

Required Action plan

No

Need Tuning, or
Reaches threshold 60% Apply the required action and Fit with the assigned
No check after that total capacity?
of the assigned
capacity?

Yes
Yes Change
Management

Approve? No End
IT Management

Yes

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