Capacity Management Deck

Capacity Management

Deepika DaniaJan 2016 By Deepika

Dania@2016 IBM Confidential

ITIL History In the late 1980’s, the British govt. asked the Central

Computer and Telecommunications Agency (CCTA) to structure the IT

organizations of the British government agencies.

This resulted in the IT Infrastructure Library, a library of books

describing best practices in IT management, and a detailed approach

for the implementation of these best practices.

The aims of the CCTA in developing the IT Infrastructure Library were: to facilitate the quality management of IT services. increase the efficiency with which the corporate objectives are

met. to improve efficiency, increase effectiveness, and reduce risks. to provide codes of practice in support of total quality.

By Deepika Dania@2016 IBM Confidential

What is ITIL? ITIL is a compilation of best practices in IT Service

Management, developed by the OGC (Office of Govt. Commerce) and supported by publications, qualifications and an international user group.

ITIL defines the organizational structure and skill requirements of an information technology organization and a set of standard operational management procedures to allow the organization to manage an IT operation and associated IT infrastructure.

ITIL does not set in stone every action you should do on a day-to-day basis as that is something which differs from organization to organization. Instead, it allows the IT Infrastructure Library to be utilized within organizations with existing methods and activities in Service Management.

IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization. By Deepika


The ITIL FrameworkITIL comprises of seven distinct books:

Service Support describes the processes associated with the day-to day support and

maintenance activities associated with the provision of IT services

Service Delivery covers the processes required for the planning and delivery of quality IT

services and looks at the longer term processes associate with improving the quality of IT services delivered

ICT (Information & Communications Technology) Infrastructure Management

covers all aspects of ICT Infrastructure Management from identification of business requirements through the tendering process, to the testing, installation, deployment, and ongoing operation and optimization of the ICT components and IT services


The ITIL FrameworkPlanning to implement Service Management examines the issues and tasks involved in planning, implementing and

improving Service Management processes within an organization. It also addresses the issues associated with addressing Cultural and Organizational Change, the development of a vision and strategy and the most appropriate method of approach

Application Management describes how to manage applications from the initial business need,

through all stages in the application lifecycle, up to and including retirement. It places emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the application lifecycle, to ensure that the business obtains best value from its investment. Thus in Application management the application team translates the requirements into a technical solution.


The ITIL FrameworkThe Business Perspective provides advice and guidance to help IT personnel to understand how

they can contribute to the business objectives and how their roles and services can be better aligned and exploited to maximize that contribution. Thus Business Perspective help IT to:

Establish effective relationship between Business and IT Aligning the delivery of services with business practices and

ensuring quality service is delivered Understanding how the Information Systems can add value within

the business value chain

Security Management details the process of planning and managing a defined level of security

for information and IT services, including all aspects associated with reaction to security Incidents. It also includes the assessment and management of risks, and the implementation of cost justifiable countermeasures


ITIL Framework

The business

The technology

Planning to implement service management

Application management

The business

perspective

ICT Infrastructure management

Service management

Service delivery

Service support

Security management

The business

The technology

Planning to implement service management

Application management

The business

perspective

ICT Infrastructure management

Service management

Service delivery

Service support

Security management

•Guidance on integrating the business perspective into every aspect of service management

•Design and Plan•Deployment•Operations•Technical Support

• IT Infrastructure Security Management

•Security setup from the IT manager's point of view

•Service Level Management•Availability Management•Capacity Management•Financial Management for IT

Services• IT Services Continuity Management

•Service Desk•Configuration Management• Incident Management•Problem Management•Change Management•Release Management

•Manage the Business Value•Align Service Delivery with Business Strategy•Drivers and Organizational Capability•Application Lifecycle Management•Organization Roles and Functions•Control Methods and Techniques

•What is the vision?•Where are we now?•Where do we want to be?•How do we check our milestones?•How do we keep momentum? By Deepika


ITIL Framework (cont..)The two most commonly used disciplines are Service Support and Service Delivery


Service Delivery Capacity Management Availability Management Service Level Management IT Service Continuity Management Financial Management for IT Services


The Service Delivery set

Capacity Management Ensure that capacity and performance aspects of the business

requirements are provided timely and cost effectively

Availability Management Optimize the capability of the IT Infrastructure and supporting

organization to deliver a cost effective and sustained level of availability to satisfy business objectives

Service Level Management Maintain and improve IT service quality through a constant cycle of

monitoring, reporting and reviewing IT service achievements


The Service Delivery set (contd..)

IT Service Continuity Management Ensuring that the required IT technical and service facilities can be

recovered within the time scales required by Business Continuity Management

Financial Management for IT Services Provide cost effective management of IT assets and resources used

in providing IT services


What is Capacity ??


Capacity means how much something can hold


Capacity PlanningCapacity planning is a process to predict the types, quantities, and timing of critical resource capacities that are needed within an infrastructure to meet accurately forecasted workloads.

Three basic steps for capacity planning include:


Capacity Management Objective According to ITIL , Capacity Management is defined as a discipline that ensures

IT infrastructure is provided at the right time, in right volume and at the right price , ensuring, at the same time, that IT is used in the most efficient manner.

The objective of Capacity Management is to ensure the optimum use of IT resources for the performance agreed upon with the client

Capacity Management is needed to support the optimum and cost-effective provision of IT services by helping organizations to match their IT resources to the current and future demands of their business

The main tasks of Capacity Management are : Match capacity and demand by increasing or managing

available capacity Ensure that existing capacity is used in an optimum

manner


Types of Capacity Management Business Capacity Management

Ensures that future business IT requirements are considered, prioritized and implemented. Analysis of data on current use of resources and business projections is used to understand, forecast and model future needs.

Trend, forecast, model, prototype and document future business requirements This process is linked to the demand that comes from the business and ensuring that the supply is in place when the

business needs itService Capacity ManagementService Capacity Management is helpful to prevent investing in areas that are unnecessary, while giving more value to those that are actually needed.Monitor, analyze, tune and report on service performance, establish baselines and profiles of use service, manage demand for servicesService capacity management involves monitoring end-to-end service capacity against the agreed SLA. Intend to report breaches if they are any and forecast possible issues by analyzing the changes going into a serviceResource Capacity Management Components/Resources are individual infrastructure elements of IT service, like hard disks, network bandwidth, processors, workstations, network connections, etc. One of the prime objectives of component capacity management is monitoring components to ensure that sufficient capacity is on hand to perform the respective functions optimally Focuses on managing the IT infrastructure components that support a particular IT service. Constant monitoring, measuring and testing lead to continuous improvement and adequate allocation of resources, based on business needs.


Objectives of Capacity Management


Measuring Capacity with MetricsMetric is Number

of Passengers

Metric is Number of logs


Metrics in Capacity ManagementA metric is a standard definition of any measurable quantity, and a Capacity metric is a standard definition of a measurable quantity that indicates some aspect of Capacity.

Resource Capacity Metrics :CPUMemory DiskThroughputResponse Time


Metrics in Capacity Management (cont..)Workload Capacity Metrics : Network

Port Availability Switches

Bandwidth Mb/s, Gb/s

Storage Capacity (GB, TB)

Database & Infrastructure Services Transaction Rates Peak Transactions / Second Throughput Latency Users


Key Performance Indicators (KPIs) A KPI is a specific metric that your organization or your department has identified as one

that closely tracks or predicts performance. Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Few KPIs for Capacity Management are summarized below:

Providing Accurate IT Forecasts Total dollars in unplanned capacity expenditures Total dollars in unused capacity expenditures Percent of capacity forecasts that were accurate Number of inaccurate business forecast inputs provided Providing Appropriate IT Capacity To Meet Business Needs Number of incidents related to capacity/performance issues Number of SLA performance targets missed due to capacity


Forecasting, Modelling and Benchmarking In Forecasting methods accumulated historical data

is used to predict the capacity needs for future months or years.

The more complex the IT infrastructure, the more difficult it is to forecast future capacity needs. This makes it essential to use models and simulations of possible scenarios for future developments so as to ensure hardware and applications are properly scalable.

Considering the cost, scope and criticality we can opt for:

A simple analysis of trends which allows the process load on the IT infrastructure to be assessed and the current capacity scaled accordingly.

modelling and simulating various different scenarios in order to make load forecasts and predict the response of the IT infrastructure.

Benchmarking real prototypes to ensure the capacity and performance of the future infrastructure.

Techniques used:Regression analysis, time series, Trend Projection,

Smoothening techniques like exponential smoothing, Linear, polynomial and moving average etc


Capacity Management Process Roles & ResponsibilitiesRole : Capacity Manager Capacity Manager has responsibility for ensuring that the aims of Capacity

Management are met. This includes such tasks as: Ensuring that there is adequate IT capacity to meet required levels of service,

and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized

Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component

Being familiar with potential future demand for IT services and assessing this on performance service levels

Forecasting future capacity requirements based on business plans, usage trends, sizing of new services, etc.

Raising incidents and problems when breaches of capacity or performance thresholds are detected, and assisting with the investigation and diagnosis of capacity-related incidents and problems

Identifying and initiating any tuning to be carried out to optimize and improve capacity or performance

Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate


Responsibilities of Capacity Manager(cont..) When analysis is required, initiates the requests to the

appropriate infrastructure teams, receives and analyzes the results, and creates the various reports.

Producing regular management reports that include current usage of resources, trends and forecasts

Recommending tuning of services and systems, and making recommendations to IT management on the design and use of systems to help ensure optimum use of all hardware and operating system software resources

Acting as a focal point for all capacity and performance issues.


Responsibilities of Capacity Manager(cont..)Role : Capacity Analyst

The Capacity Analyst performs or directs many of the day-to-day and strategic capacity activities on behalf of the Capacity Manager.

Whereas the Capacity Manager is accountable for most capacity-related activities, the Capacity Analyst is responsible for the gathering and analyzing of data for a specific service support area (e.g. Network), and then forwarding the information to the Capacity Manager, who will provide the holistic view for an entire service.

Possesses a comprehensive knowledge of the service delivery infrastructure and the capacity impacts of those infrastructure components on the service as a whole.


Capacity Management - BenefitsThe benefits of Capacity Management are :

Reduced risk of performance problems and failure Cost savingsBoth achievable through: Planned buying Deferring expenditure until really needed (but in a controlled

way) Matching capacity to business need Ensures that systems have sufficient capacity to run the

applications required by the business for the foreseeable future Assurance that IT resources are planned and scheduled to match

the current and future needs of the business


Capacity Management - Benefits Provision of a Capacity Plan that outlines the IT resources

and funding (and cost justification) needed to support the business

Reduction in Capacity-related Incidents through pre-empting performance issues

Implementation of corrective actions for capacity-related events

Methods for the tuning and optimizing of the performance of IT Services and Configuration Items

A structure for planning upgrades and enhancements and estimating future requirements by trend analysis of current Configuration Item utilization and modeling changes in IT Services

Financial benefits through avoidance of 'panic' buying.By Deepika


Team Inputs to Plan PCM Sessions??


Thank You


Capacity Management Deck

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