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  1. 1. itSM Solutions® DITY™ Newsletter Reprint This is a reprint of an itSM Solutions® DITY™ Newsletter. Our members receive our weekly DITY Newsletter, and have access to practical and often entertaining articles in our archives. DITY is the newsletter for IT professionals who want a workable, practical guide to implementing ITIL best practices -- without the hype. become a member (It's Free. Visit http://www.itsmsolutions.com/newsletters/DITY.htm) Publisher itSM Solutions™ LLC 31 South Talbert Blvd #295 Lexington, NC 27292 Phone (336) 510-2885 Fax (336) 798-6296 Find us on the web at: http://www.itsmsolutions.com. To report errors please send a note to the editor, Hank Marquis at hank.marquis@itsmsolutions.com For information on obtaining copies of this guide contact: sales@itsmsolutions.com Copyright © 2006 Nichols-Kuhn Group. ITIL Glossaries © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. Notice of Rights / Restricted Rights Legend All rights reserved. Reproduction or transmittal of this guide or any portion thereof by any means whatsoever without prior written permission of the Publisher is prohibited. All itSM Solutions products are licensed in accordance with the terms and conditions of the itSM Solutions Partner License. No title or ownership of this guide, any portion thereof, or its contents is transferred, and any use of the guide or any portion thereof beyond the terms of the previously mentioned license, without written authorization of the Publisher, is prohibited. Notice of Liability This guide is distributed "As Is," without warranty of any kind, either express or implied, respecting the content of this guide, including but not limited to implied warranties for the guide's quality, performance, merchantability, or fitness for any particular purpose. Neither the authors, nor itSM Solutions LLC, its dealers or distributors shall be liable with respect to any liability, loss or damage caused or alleged to have been caused directly or indirectly by the contents of this guide. Trademarks itSM Solutions is a trademark of itSM Solutions LLC. Do IT Yourself™ and DITY™ are trademarks of Nichols-Kuhn Group. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by itSM Solutions LLC under license from and with the permission of OGC (Trade Mark License No. 0002). IT Infrastructure Library ® is a Registered Trade Mark of the Office of Government Commerce and is used here by itSM Solutions LLC under license from and with the permission of OGC (Trade Mark License No. 0002). Other product names mentioned in this guide may be trademarks or registered trademarks of their respective companies.
  2. 2. ITIL CAPACITY MANAGEMENT IT Experience. Practical Solutions. DITY™ Newsletter The workable, practical guide to Do IT Yourself™ Capacity management on a budget Vol. 1.3, nov. 30, 2005 By Hank Marquis Capacity Management is one ITIL process that daunts virtually everyone. It is often “left to last” because of its (apparent) complexity and scope, but at its heart, Capacity Management answers just four simple questions: hank MARQUIS Articles E-mail Bio 1. What to upgrade, 2. Why to upgrade, 3. When to upgrade, and (working with Financial Management) 4. How much it will cost to upgrade The “what, why, when and how much” question sounds easy enough, but how does one get started? Well, as you know, the Business uses IT Services which consist of IT Resources. For example, to place orders the Sales staff (Business) might use SAP (Service) which consists (in this example) of a Unix Server, software and networking (Resources). With this in mind, there are then three perspectives: q q q Business -- predicting changes in capacity required to support the business Service -- understanding the usage patterns of IT services Resource -- monitoring the utilization of Configuration Items The four questions and three perspectives come together to form a Capacity Management process http://www.itsmsolutions.com/newsletters/DITYvol1iss3.htm (1 of 3)11/11/2006 11:20:30 AM
  3. 3. ITIL CAPACITY MANAGEMENT framework. Like most ITIL processes, Capacity Management does not require significant investment in product or people to get going. Simple office productivity tools like a Word processor, Spreadsheet or Database are all it takes to get real benefit from Capacity Management. The following 7 steps can deliver effective Capacity Management benefits at minimal costs using existing products and people: 1. Determine Vital Business Functions (VBF) Working with Customers and the Business, 2. 3. 4. 5. 6. 7. identify VBF, for example, “Ordering”. Create a spreadsheet listing VBF and Customers. To start, choose just one VBF -- the one identified by Customers and the Business as most important. Circulate to gain acceptance by Customers and the Business. Service Level Agreements can help this process. Identify Services Underpinning VBF Working with IT, identify those IT Services and thier CI's that underpin the selected VBF. For example the VBF “Ordering” might rely on “SAP” services which uses a server, software and networking. If there is no formal CMDB, talk to other IT staff to identify dependencies. Update the spreadsheet to add the relationships between CI's IT Services, VBF and Customers. Create a Workload Catalog For the IT Services underpinning the VBF gather forecasts from IT and Customers. Use business terms such as number of new sales people who use “SAP”, how many transactions they might perform and at what hours of the day. Update the spreadsheet to include this information. Investigate Monitoring Capability Locate sources of utilization data for the selected Configuration Items -- common sources are equipment logs, systems and network management platforms, and reports already available. If there is no utilization data, choose another CI. Utilization trends become the “daily drivers” of Capacity Management. Remove any CIs you can’t monitor from the spreadsheet. Create and Maintain a Capacity Database Store utilization data for monitored CIs in a Capacity Database (CDB). The CDB can be anything: Excel, Access, etc. Weekly, or even daily, examine utilization and make predictions as to when more capacity will be required; or excess capacity released, based on Service Level Requirements in Service Level Agreements. Product a Capacity Plan After a few weeks or months, begin a compiling a Capacity Plan -a document that lists the current level of resource utilization, service performance and future requirements. This is a living document, and will change as the IT and Business environment changes. Review and release at least once per quarter. The Capacity Plan also becomes a part of the IT budget process. Raise Requests for Change As needed, develop recommendations for the purchase (or reassignment) of capacity. Working with Financial Management, document the costs of your proposals. Raise Requests for Change (RFCs) that answer the “what, when, why and how much” of Capacity Management. These seven steps can get Capacity Management going and form the basis for creation of a sound formal process. Following these steps can also deliver real benefits including beyond predicting the “what, when, why and how much” of capacity upgrades. Additional benefits include: enhancing relationships with Customers, suppliers and other IT groups and encouraging a proactive IT culture. -http://www.itsmsolutions.com/newsletters/DITYvol1iss3.htm (2 of 3)11/11/2006 11:20:30 AM
  4. 4. ITIL CAPACITY MANAGEMENT q q Subscribe to our newsletter and get new skills delivered right to your Inbox, click here. To browse back-issues of the DITY Newsletter, click here. Entire Contents © 2006 itSM Solutions LLC. All Rights Reserved. http://www.itsmsolutions.com/newsletters/DITYvol1iss3.htm (3 of 3)11/11/2006 11:20:30 AM