Capacity Management – The ITIL WayVaishali 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…

ITSM provides a

governance

framework for more

control over the

validity, integrity,

timeliness and

availability of your

data

•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

IT needs more:

PREDICTABILITY!

CONSISTENCY!

DATA!

AUTOMATION

RELEASE PROCESSES SUPPLIER PROCESSES

RESOLUTION PROCESSES

CONTROL

SERVICE SUPPORT & DELIVERY PROCESSES

Release Management

•Customer Relationship Management

•Supplier Management•Incident Mgmt

•Problem Mgmt

•Asset/Configuration

• Change Mgmt

•Security Management

•Service Level Management•Availability Management •Capacity Management

•Financial Management•Contingency Management

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

CENTRALIZED DISTRIBUTED

•Investment focus on individual capital return

•No corporate capacity plans

•No business capacity forecasts

•Reactive network and server capacity

management

•Investment focus on overall corporate requirements

•Need to plan for growth with business forecasts

•Proactive capacity management (what, when and how much to upgrade?)

Today’s world of capacity management requires a strategic, planned, holistic approach…

‘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

WHAT HAVE WE LEARNED?

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 …

“ There are 2 business

growth patterns that our

capacity plan must

address:

•ORGANIC

•EVENT DRIVEN”

- Pepperweed client

quote

Business Strategy

Business Plan

IS/IT Strategy

•Increase ROI of UNIX server base

IS/IT Business Plans

•Integrate Data Centers & shared facilities

•Create shared production platforms

•Implement a UTILITY SAN-based PROGRAM

CAPACITY MANAGEMENT

Business Capacity Management

Service Capacity Management

Resource Capacity Management

Iterative Activities Demand

Mgmt Modeling

Application Sizing

Capacity Data

Storage

Capacity PlanCDB

Three Sub-Processes…

•MONITOR

•ANALYSIS

•TUNING

•IMPLEMENT

On-going activities

Ad-Hoc

•BUSINESS

•SERVICE

•TECHNICAL

•UTILIZATION

•TREND ANALYSIS

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

Capacity Mgmt

Configuration Mgmt

Change Mgmt

Problem Mgmt

Incident Mgmt

Release Mgmt

Capacity Incident Reports

Capacity Problem Reports

Capacity Diagnostic Tools/Performance reports

•Ad hoc/Cumulative Impact of Proposed Changes on capacity

•RFCs

FSC

Capacity requirements planning for new releases (response times, storage requirements, LAN traffic)

Capacity AuditsCDB updates

Asset change recommendations

CI Attributes

SUPPORT PROCESS INTERDEPENDENCIES

Capacity Mgmt

Availability Mgmt

IT Service Continuity Mgmt

Financial Mgmt

SLM

SLAs, OLAs, SLRs

Budgets/actual variancesProcurement req /Usage profiles

Capacity requirements for recovery options

Recovery options

DELIVERY PROCESS INTERDEPENDENCIES

Performance reports

The Capacity Plan…

Document current levels of resource utilization and service performance

Factor in business strategy and plans

Forecast future requirements for IT resources

Develop quantifiable recommendations

• CURRENT LEVELS, CHALLENGES, SERVICE LEVELS, CHANGES

•BUSINESS SCENARIOS

•SERVICE FORECAST

•RESOURCE FORECAST

•RECOMMENDATIONS

•Business benefits

•Impact analysis

•Costs

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

•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

•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

•Capacity Plan

•Baselines & Profiles

•Thresholds & Alarms

•Capacity Reports

•SLA recommendations

•Costing & Charging recommendations

•Proactive changes & service improvements

•Revised operational schedule

•Effectiveness reviews

•Audit reports

INPUTS SUB-PROCESS OUTPUTS

NIRVANA…

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