Posted: Fri Jun 25, 2004 4:22 am Post subject: Re: Capacity magament
I need to know an example of policies for the procees the capacity management.
thank for you help!!
Sorry, i'm new in this forum. I don't write in English, my language is the Spanish, but i'm go to try explan.
I am the head the project in the ITIL. implementation at the moment we are defining the processes and their policies. For that reason I need some examples policies that are used generally for the capacity process.
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Sat Jul 02, 2005 7:12 pm Post subject:
Policy is a combination of objectives and directives. Policies should be part of the strategic responsibility of ICT governance.
Which is not to say that what the policies contain cannot come from either middle management, or the 'floor' - certainly good managers would seek input from below when developing policy. Any lower than C-level initiatives should, however, go up the chain for assurance of appropriate sponsorship, and widespread publication to ensure compliance and accountability.
A good place to start is with the complimentary standard to ITIL: BS 15000-1:2002 IT Service Management (which is a document more suited to guiding policy than the ITIL library itself).
Section 6.5 states that the objective of Capacity Management is:
To ensure that the organisation has, at all times, sufficient capacity to meet the current and future agreed demands of the business.
The requirements outlined by this standard would make an excellent starting point for an in-house policy on Capacity management:
There shall be a Capacity Plan
Capacity management shall report on curernt and predicted capacity and performance requirements
For service upgrades timescales, thresholds, and costs shall be identified and documented
Capacity management shall evaluate and report on the impact of service upgrades, FCS, new tehcnologies, and new operational techniques on cappacity
Capacity management shall evaluate and predict the impact of external changes on capacity
Capacity management shall be responsible for collecting maintaining the data required to monitor, analyse and predict capacity
Methods, techniques and process to monitor service capacity, tune service performance, and ensure adequate capacity, shall be developed and documented by capacity management
Capacity Management falls within the Service Delivery Process class of the Standard - so policy should also incorporate references to how Capacity Management will work with the other processes:
Service Continuity and Availablitiy Management (Notice they are grouped for the standard - though separate in ITIL)
Service Level Management
Information and Security Management
Budgeting and Accounting
The linkages should account for process dependencies, eg.,
Capacity Management will provide quarterly reports to the ICT Financial Officer outlining the costs and benefits of actions to be taken nunder the capacity plan
The Capacity Paln will be update twice yearly and made available to Service Level Management four weeks prior to the biannual Service Reviews
Most of that was paraphrasing the standard. And it probably goes beyond the scope of most sites - and the level of formality required for some of those policy directives to be meaningful.
But a good policy will act as a reference to ensure that the objectives, responsibilities, priorities, and process linkages are clear. It will also provide the basis for justifying and deciding what to spend on tools, training, staff, etc. required to comply adequately with the policy.
A good policy document should be able to cover everything you need in two or three pages - depending on how detailed and numerous the linkages with other processes are.
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