MOF SMFCapacity Management.docx
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MOF SMFCapacity Management.docx
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MOFSMFCapacityManagement
CapacityManagement
ServiceManagementFunction
Published:
June2004
Reformatted:
January2005
Forthelatestinformation,pleasesee
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Contents
ExecutiveSummary1
WhyIsCapacityManagementImportant?
1
Introduction3
What’sNew?
3
Feedback3
CapacityManagementOverview5
GoalandObjectives5
Scope6
KeyDefinitions6
ManagingBusinessRequirements7
DefiningOperatingLevelRequirements8
EstablishingQualityofServiceMetricsforCapacityManagement8
ProcessesandActivities11
ProcessFlowSummary11
Monitoring11
Analysis12
Modeling13
Optimizing15
ChangeInitiation16
CapacityManagementSubprocesses17
BusinessCapacityManagement17
ServiceCapacityManagement18
ResourceCapacityManagement19
RolesandResponsibilities21
CapacityManager21
RelationshiptoOtherSMFs23
InfrastructureEngineering23
FinancialManagement23
ServiceLevelManagement24
AvailabilityManagement24
ITServiceContinuityManagement24
StorageManagement24
JobScheduling25
NetworkAdministration25
SystemAdministration25
ChangeManagement25
ConfigurationManagement25
ProblemManagement26
ServiceDesk26
ServiceMonitoringandControl26
Appendices27
AppendixA:
TheCapacityPlan27
AppendixB:
TheCapacityManagementDatabase31
AppendixC:
Scenario-basedExample33
BusinessCapacityManagement34
ServiceCapacityManagement35
ResourceCapacityManagement36
AppendixD:
RecommendedTechnologies39
AppendixE:
CapacityPlanningProcessChecklist41
1
ExecutiveSummary
AccordingtotheMETAGroup,“Thedaysofcapacity/performancemanagement(C/PM)beingdrivenbyvaguecorporatedirectionsandwishfulline-of-businessthinkingareslowlycomingtoanend,asbesiegedCIOslearnto‘think'platformutilizationandeyeconsolidationbenefits.ItistimeforC/PMtoseizethedayandusestrongprocessesandtechnicalskillsthatcantranslateoperationalefficienciesandeffectivenessintoimprovedbottom-lineperformance.”
Capacitymanagementistheprocessofplanning,analyzing,sizing,andoptimizingcapacitytosatisfydemandinatimelymannerandatareasonablecost.Thisprocessshouldbeproactiveandresponsivetobusinessneedsbecausethebusinesscannotaddresourcesafteracapacityproblemhashappenedwithoutaffectingperformance.
Thecapacitymanagementprocesshasabroadscopethatbringstogetherbusiness,service,andresourcecapacityneedsinordertoensureoptimaluseoftheresourcesneededtoachievethelevelsofperformanceagreeduponwiththeenduserorcustomer.“Optimal”inthiscontextreferstoresourceusageatthebestplace,time,quantity,andprice.
Capacitymanagementfocusesonproceduresandsystems,includingspecification,implementation,monitoring,analysis,andtuningofinformationtechnology(IT)resourcesandtheirresultingserviceperformance.Capacityrequirementsarebasedonqualitativeandquantitativestandardssetbytheservicelevelmanagementprocessandspecifiedwithintheprovisionsofaservicelevelagreement(SLA)oroperatinglevelagreement(OLA).Thecapacitymanagementprocessreliesonasetofiterativetasks—monitoring,analysis,modeling,optimizing,andchangeinitiation—toachieveitsgoals.
WhyIsCapacityManagementImportant?
AMETAGroupstudypublishedinSeptember2003revealsthatcapacityplanningisthetopcriticalissueforlargeenterprises(thatis,thosewithmorethan1,000people),with33.8percentofrespondentsidentifyingthisasacriticalissuefor2003.Thishighprioritywillcontinuethrough2005/2006,escalatingconsolidationandefficiencydemands.
CapacitymanagementisafunctionofIToperationsthatprovidesguidanceonhowtoplan,justify,andmanageappropriatelevelsofresourcesneededforagivensolution.Improperplanningforcapacitycanleadtowastedresourcesresultinginunnecessarycost,orlackofresourcesresultinginpoorperformanceortheunavailabilityofanITservice.
Capacitymanagementalsoprovidesinputtoproceduresnecessaryforplanning,implementing,andoperatinganefficientITservice.ThereisaneedtomonitorandinterpretservicecapacitylevelsandITcomponentperformanceinordertopossessthecapacitydataessentialforplanninganddesigningnewsystems,services,andbusinesssolutions.Capacitymanagementinterrelateswithavailabilitymanagementandiskeytoestablishingtheoptimalcapacityforanewserviceorcomponentortochanginganexistingserviceorcomponent.Capacitymanagementalsoprovidestheperformanceandcapacityplanningfeedbackthatisnecessarywhenproducingacontingencyplanforbusinesscontinuity.
CapacitymanagementisoneofthemostimportantquantitativeaspectsofanITservice.Sincethereisbothabusinessandend-userfocustocapacitymanagement,onceimplementedthisprocessdeliversthefollowingprimarybenefits:
∙Improvedcustomersatisfaction.
∙BettervalidationandjustificationofITspending.
∙Avoidanceofincorrectcapacitysizing,whichresultsin:
∙Appropriateuseofresources.
∙Sufficientcapacityavailableintimetomeetproductionworkloadneeds.
Otherbenefitsinclude:
∙ReductionofthefrequencyanddurationofITcapacityfailures.
∙ImprovedalignmentbetweenbusinessneedsandITresourcesbyderivingITserviceandcapacityrequirementsfromspecifiedbusinessrequirements.
∙Agreement,measurement,andmonitoringofcapacityrequirementsinordertofullysupportservicelevelmanagement.
∙Recognitionandcorrectionofshortfallsintheprovisionoftherequiredlevelsofcapacityandperformance.
∙ProblemandrootcauseanalysisdataprovidedbytheITsupportorganizationthroughcapacitymanagementtoolsandtechniques.
∙EstablishmentofasinglepointofresponsibilityforcapacityplanningintheCapacityManagerrole.
2
Introduction
ThisguideprovidesdetailedinformationabouttheCapacityManagementservicemanagementfunction(SMF)fororganizationsthathavedeployed,orareconsideringdeploying,Microsoft®technologiesinadatacenterorothertypeofenterprisecomputingenvironment.Thisisoneofmorethan20SMFsdefinedanddescribedinMicrosoftOperationsFramework(MOF).Thisguideassumesthatthereaderisfamiliarwiththeintent,background,andfundamentalconceptsofMOFaswellastheMicrosofttechnologiesdescribed.
AnoverviewofMOFanditscompanion,MicrosoftSolutionsFramework(MSF),isavailableintheMOFServiceManagementFunctionOverviewguideat(clickonServiceManagementFunctions).ThisoverviewalsoprovidesabstractsofeachoftheSMFsdefinedwithinMOF.DetailedinformationabouttheconceptsandprinciplesofeachoftheframeworksisalsoavailableintechnicalpapersatthesameWebsite.
What’sNew?
ThisdocumenthasbeenrestructuredtoincorporatethelatestMOF/SMFdocumentstandards.
ThecapacitymanagementprocessasdescribedinthisdocumenthasbeenalignedwiththedefinitionssetoutintheITILServiceDeliverybook.Updatedanalystresearchoncapacitymanagementhasbeenincluded,andtherelationshipbetweentheCapacityManagementSMFandthenewInfrastructureEngineeringSMFhasbeenincorporated.
AnexampleofcapacitymanagementisavailableinAppendixC.ThisexamplebringstogethertheconceptsandideaspresentedintheSMFtohelpthereaderunderstandthebroadscopeandvalueofcapacitymanagement.
Theappendicesalsoincludeexamplesofacapacityplanandcapacitymanagementdatabase(CDB).(Thisisrelatedtobutseparatefromtheconfigurationmanagementdatabase,orCMDB.)Alsoincludedisachecklistforasamplecapacityplanningprocess.
Feedback
PleasedirectquestionsorcommentsaboutthisSMFtocisfdbk@.
3
CapacityManagementOverview
TheCapacityM
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