Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: ON00
New Today: 62
New Yesterday: 88
Overall: 139963

People Online:
Visitors: 49
Members: 2
Total: 51 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - SLA Measurements for Capacity Management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLA Measurements for Capacity Management

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
Woody001
Newbie
Newbie


Joined: Feb 14, 2012
Posts: 1

PostPosted: Wed Feb 15, 2012 1:32 am    Post subject: SLA Measurements for Capacity Management Reply with quote

Does anyone have examples of SLA measures/targets for Capacity Management?

We are currently outsourcing CapMgt to our IT Supplier and they have been unable to propose any useful SLAs that are easy to measure. SLA's currently suggested include the following:-

1) Percentage of estate monitored (e.g. target=100% of estate monitored)
2) Number of threshold breaches for an individual component (e.g. target=less than 3 per month)
3) Number of Incidents relating to Capacity/Performance (e.g. target=less than 100 Incidents per month).

However we are worried that if targets are set against the number of threshold breaches and/or Incidents then this could lead to negative behaviour. For example it would be easy for our supplier to make changes to the thresholds in order to avoid breaches and not raise Incidents just to meet their targets - both of which we dont want to encourage.

Any examples would be gratefully received.

thanks, Paul
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Feb 15, 2012 3:30 am    Post subject: Reply with quote

Paul,

you seem to be asking about a minefield.

Are you really saying that your service provider defines the thresholds for your systems?

I cannot quite picture precisely what service is being provided here.

Who manages the infrastructure? You or the supplier? I don't see how to outsource capacity management; it is integral to infrastructure management. Do you mean that your supplier provides monitoring reports?

Conversely, if it is your IT supplier who provides and manages your infrastructure, then capacity management is entirely their pigeon and not a service to you; you only care about service provided, not the details of how they do it.

Either way round, what is the basis for anticipating changes in demand from the addition of new applications, changed or replaced applications, changes in utiliztion of current applications, fluctuations of peaks (whether regular or intermittent?

These as much as, or more than, maintaining the "clean" state of the infrastructure, are what lead to capacity issues and how you deal with them really needs to be documented in any agreement for a service.

It's hard to answer this without more information.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.