Capacity management

White Paper

Capacity Management:
A CA IT Service Management Process Map
Nancy Hinich—Worldwide ITIL Solution Manager September 2006

Table of Contents
Introduction ..........................................................................................................................................................................................................3 Capacity Management.................................................................................................................................................................................... 4 Monitor Demand ........................................................................................................................................................................................5 Analyze..........................................................................................................................................................................................................6 Monitor Performance ................................................................................................................................................................................6Forcast............................................................................................................................................................................................................7 New Services................................................................................................................................................................................................7 Procure ..........................................................................................................................................................................................................8 Load Test......................................................................................................................................................................................................8 Adjust ............................................................................................................................................................................................................8 Optimizing the Capacity Management Journey..........................................................................................................................................8 Avoiding Capacity Management Problems....................................................................................................................................................9 About the Author................................................................................................................................................................................................9

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Introduction
CA’s IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. We use the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process (track), the ITIL process activities (stations)that must be navigated to achieve ITIL process goals (your destination), and the integration points (junctions) that must be considered for process optimization. CA has developed two maps (Service Support — Figure A; and Service Delivery — Figure B), since most ITSM discussions are focused around these two critical areas. The Service Support journey represents a journey of improving day-to-day ITservice support processes that lay the operational foundation upon which to build business value. The Service Delivery journey is more transformational in nature and shows the processes that are needed to deliver quality IT services.

Close examination of the maps shows how a continuous improvement cycle has become a ‘circle’ or ‘central’ line, with each Plan-Do-Check-Act (P-D-C-A) improvement...