Slide 1

Slide 2 Service Design Section 4.3 Slide 3 Ensures that cost justifiable IT capacity is matched to the current and future agreed needs of the business. Monitor Monitor patterns of business activity and service level and produce reports on service and component capacity and performance Component Component tuning Assess Assess current and future demands Influence Influence demand management Maintain Maintain the Capacity Plan Assist Assist with the identification and resolution of performance-related incidents and problems Proactive Proactive improvement of service or component performance wherever cost-justifiable and consistent with business directions Slide 4 Service Design Section 4.3 Capacity Business Strategy Business Processes Slide 5 Service Design Section 4.3 Capacity Business Strategy Business Processes Cost Capacity Capacity Management is a balancing act Slide 6 Service Design Section 4.3 Capacity Business Strategy Business Processes Demand Supply Capacity Management is a balancing act Slide 7 Service Design Section 4.3 Business Strategy Business Processes Demand Supply Capacity Slide 8 Service Design Section 4.3 Business Strategy Business Processes Supply Demand Capacity Supply Demand Slide 9 Service Design Section 4.3 Business Processes Demand Supply Capacity Adding capacity in anticipation of an increase in demand. Slide 10 Service Design Section 4.3 Business Processes Demand Supply Capacity Add capacity only to meet demand. Slide 11 Service Design Section 4.3 Business Processes Demand Supply Capacity Adds capacity in small amounts in response to changing demand in the market. Slide 12 Service Design Section 4.3 Business Business - translates business needs and plans into requirements for service and IT infrastructure Service Service - control and prediction of the end-to-end performance and capacity of the live, operational IT services usage and workloads Component Component - control and prediction of the performance, utilization and capacity of individual IT technology components Service Strategy Service Design Service Operation Slide 13 Service Design Section 4.3 Component Capacity Management addresses the performance, capacity and utilization of each of the individual components within the technology used to support the IT services, including the infrastructure, environment, data and applications applications. Slide 14 Service Design Section 4.3 Service Capacity Management addresses IT services, their use of resources, working patterns, peaks and troughs, to ensure that they meet established performance targets. Slide 15 Business Capacity Management addresses capacity planning activities over a strategic horizon so as to responsive to changing requirements for capacity demand. Slide 16 Demand Pattern Delivery Schedule BusinessProcessServiceProcess Patterns of Business Activity Service Level Requirements Capacity Management Plan DemandManagement Incentives and penalties to influence consumption Slide 17 Service Design Section 4.3 Business Capacity numbernumber of sites available. factorsfactors affecting the ability to get customers to the facilities facilities. Slide 18 Service Design Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity numbernumber of telephone operators on call. BandwidthBandwidth ContentionContention arbitration Slide 19 Service Design Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitrationContention arbitration Site request volume Day Slide 20 Service Design Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity numbernumber of telephone operators on call. BandwidthBandwidth ContentionContention arbitration Annual Spike Regular Spike Site request volume Day Slide 21 Service Design Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitrationContention arbitration Annual Spike Regular Spike Site request volume Day Slide 22 Service Design Section 4.3 Business Capacity number of sites available.number of sites available. factors affecting the ability to get customers to the facilitiesfactors affecting the ability to get customers to the facilities. Service Capacity number of telephone operators on call.number of telephone operators on call. BandwidthBandwidth Contention arbitration.Contention arbitration. Component Capacity Device failures UtilizationUtilization rates ResponseResponse times Database usage Index usage Hit rates Concurrent user numbers Network traffic rates. Slide 23 Service Design Section 4.3 DemandDemand Management ApplicationApplication Sizing ModellingModelling and Trending Slide 24 Service Design Section 4.3 Slide 25