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ITIL capacity management

Author: Larry Klosterboer
Publisher: Upper Saddle River, NJ : IBM Press/Pearson plc, ©2011.
Series: ITIL series.
Edition/Format:   eBook : Document : English : 1st edView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Larry Klosterboer
ISBN: 9780137065929 0137065922 9780132480048 0132480042 9781283001458 1283001454
OCLC Number: 723440202
Description: 1 online resource (xxvii, 204 pages) : illustrations.
Contents: Preface xxiAcknowledgments xxvAbout the Author xxviiPart I Concepts in Managing Capacity 1Chapter 1 Introduction to Capacity Management 3The ITIL Life Cycle 4 The Overall Library 4 The Service Management Life Cycle 4The Purpose and Goals of Capacity Management 6 The Major Purpose 6 Other Purposes 7 General Goals for Capacity Management 7 Defining Specific Goals for Your Organization 8Interfaces to and Dependencies on Other ITIL Processes 8 Capacity Management and Service Continuity 9 Capacity Management and Configuration Management 9 Capacity Management and Release Management 9 Other Interfaces 9The Business Case for Capacity Management 10 Cost Avoidance 10 Business Agility 11 A Great Start for Financial Management 11Important Risks to Consider 12 Missing Business Capacity Data 12 Inconsistent Component Capacity Data 12 Lack of Analysis Skill and Tools 13Summary and Next Steps 14Chapter 2 The Geography of Managing Capacity 15Capacity Pools and Component Capacity Management 15 Defining Capacity Pools 16 Boundaries of Capacity Pools 16 Granularity of Capacity Pools 17 Managing Capacity Pools 19Capacity Streams and Service Capacity Management 19 Defining Capacity Streams 19 Confluences and Shared Capacity 20 The Value of Capacity Streams 21 Managing Capacity Streams 22How Virtualization Affects Capacity Management 22 Virtualization Creates Subpools 23 Managing Virtual Capacity Pools 23 Sharing Virtual Resource Pools Between Streams 24 Over-Subscription and Risks of Virtualization 24Summary and Next Steps 25Chapter 3 Understanding Capacity Demand 27Trend-Based Forecasts 27 Component-Based Trends 27 Service-Based Trends 29 Business-Based Trends 29Portfolio-Based Forecasts 30 Business-Driven or "Top Down" Portfolio 30 IT-Driven Portfolio 31 Innovation-Driven Portfolio 32Business Event Forecasts 32The Blended Capacity Forecast 33Using the Forecast for Cost Management 35 Cost Avoidance Through Increased Utilization 35 Cost Reduction Through Decommissioning and Recovery 35 Projecting and Tracking Cost Avoidance and Cost Reduction 36Summary and Next Steps 36Chapter 4 Dimensions of Capacity Growth 39Grow the Base 39 Growth by Demand 40 Growth by Refresh 40Grow the Business 42 Project-Based Growth 42 Service-Based Growth 45Summary and Next Steps 45Part II Best Practices in Capacity Management 47Chapter 5 Establish the Capacity Management Information System 49Purpose of the Capacity Management Information System 49 Repository of Capacity Information 49 Interface to Integrated Service Management 50 Reporting and Decision Making 52Contents of the Capacity Management Information System 52 Utilization Data 52 Capacity Data 54 Capacity Plans 56First Steps to Implementation 57 Define Requirements 57 Select Tools 58 Gather Data 58 Implement Processes 59 Train Staff 59Using the Capacity Management Information System 60 Forecasting Capacity Needs 60 Making Capacity Decisions 60 Integrating Service Management 60Summary and Next Steps 61Chapter 6 Define and Manage Capacity Plans 63Scope of a Capacity Plan 63 Service Capacity Plans 63 Component Capacity Plans 64 How Many Plans? 65Format of a Capacity Plan 66 The Essential Elements 66 The Right Level of Detail 69Maintaining Capacity Plans 69 Periodic Reviews 70 Coping with Major Changes 71Storing Capacity Plans 72 Format of the Plans 72 Maintaining Version Control 73Summary and Next Steps 74Chapter 7 Staff the Capacity Management Team 75Implementation Roles 75 Capacity Process Owner 76 Capacity Management Information System Designer 77 Process Engineer 78 Project Manager 79Operational Roles 81 Capacity Service Owner 81 Capacity Analyst 82 Capacity Data Manager 83 Capacity Planner 85A Word About Skills 86 Skills, Roles, and Staffing 86 Developing Capacity Management Skills 87 Skill Maturity and Team Composition 87Summary and Next Steps 88Chapter 8 Implement the Capacity Management Process 89The High-Level Process 89 The ITIL Process 90 Adopting and Configuring a Process 91 Attributes of a Good High-Level Process 93Defining and Documenting Capacity Policies 94 Capacity Monitoring Policies 95 Capacity Acquisition Policies 96 Policy for Capacity Incidents and Changes 97 Policy for Capacity Planning on New Projects 98Creating Capacity Procedures 98 Process Steps Create Procedures 98 Procedures for Capacity Reviews 99 Procedures for Improving Capacity 100 Procedures for Capacity Planning 100Managing Capacity Process Assets 101 Document Format and Storage 101 Reviews and Process Approvals 102 Making Updates and Tracking Revisions 103Summary and Next Steps 103Chapter 9 Relate Capacity and Performance 105Performance Is Capacity in a Moment 105 Definition of Performance Management 106 Time Scale for Performance Testing 106 Performance Management in the Capacity Management Process 107Expand Capacity to Improve Performance 109 Techniques to Measure Performance 109 Techniques to Improve Performance 110 Diagnosing Performance Problems 111Understanding Peaks and Valleys 113 Creating a Performance Profile 114 Measuring Performance Trends 116 Integrating Performance into the Capacity Plan 116Virtualization's Impact on Performance 117 How Hypervisors Improve Performance 117 How Virtualization Automates Performance Management 117Summary and Next Steps 118Chapter 10 Choose Capacity Management Tools 119Tools to Track Component Capacity 119 Specific Requirements in This Class 120 Available Tools 121 Specialized Tools Approach 122 Generalized Tools Approach 123Tools to View Service Capacity 123 Specific Requirements in This Class 124 Available Tools 124 Build or Buy 125Performance Management Tools 125 Specific Requirements in This Class 126 Available Tools 127Tools for a Capacity Management Information System 128 Specific Requirements in This Class 128 Available Tools 129How to Choose the Best Tools 129Summary and Next Steps 131Chapter 11 Produce Capacity Reports 133Capacity Reports 133 Component Exception Reports 134 Component Trending Reports 135 Service Trending Reports 136Capacity Management Reports and Process Metrics 138 Measuring Capacity Trend Accuracy 138 Tracking Capacity-Related Incidents 139 Evaluating the Completeness of Capacity Plans 140Summary and Next Steps 141Part III Common Issues in Capacity Management 143Chapter 12 Business Capacity Planning 145The Scope of Business Capacity Planning 145 Defining Business Capacity 146 How to Measure Business Capacity Utilization 147 Predicting Business Capacity Needs 149The Challenge of Planning Business Capacity 150 Effort Versus Benefit 150 Getting Agreement on Measurements 151 The Place of Business Capacity Planning in Business Strategy 152Integrating Business Capacity Planning with IT Capacity Planning 153 The Business Component Hierarchy 153 The Line Between IT Services and Business Processes 154 Integrated Utilization 155 Integrated Capacity Plans 155Managing IT Capacity without Business Capacity Information 155Summary and Next Steps 156Chapter 13 Smoothing the Order Cycle 157Establishing Capacity Buffers and Reorder Levels 157 Determining Capacity Buffers 157 Establishing Reorder Levels 158 First Guesses and Fine-Tuning 159Factors Affecting Reorder Levels 159 Deployment Time 160 Process Maturity 160 Vendor Packaging 160 Virtualization Standards 161 Cost-Containment Efforts 162Ordering the Right Amount 163 Ordering Individual Units 163 Ordering Hardware for Virtualization 163 Volume Ordering 165 Finding the Right Balance 165Reclaiming Capacity Instead of Reordering 166 How Reclaimed Capacity Affects Capacity Demand 166 How Reuse Affects Reorder Levels 166 Creative Ways to Reuse Capacity 167Summary and Next Steps 167Chapter 14 Capacity Management in a Project Context 169Capacity Plans as Project Deliverables 169 Adding Capacity Requirements in Project Definition 170 Considering Capacity and Performance in the System Architecture 171 Defining and Executing Capacity Test Cases 172Building the Capacity Plan at Project Time 173 Testing and Estimating Capacity Utilization 173 Architecting for Capacity Growth 174 Engaging Capacity Management in the Project 175Turning the Capacity Plan Over to Operations 177 When Capacity Management Has Been Engaged 177 When Capacity Management Was Not Engaged 178 Essentials of Operational Turnover 179Summary and Next Steps 179Chapter 15 Integrating Capacity Planning with IT Processes 181Integrating with Availability Management 181 Process Linkage 182 Data Linkage 183 Benefits of Integration 183Integrating with Configuration Management 183 Process Linkage 184 Data Linkage 184 Benefits of Integration 185Integrating with Change Management 185 Process Linkage 186 Data Linkage 187 Benefits of Integration 187Integrating with Incident Management 187 Process Linkage 188 Data Linkage 188 Benefits of Integration 189Integrating with Service Continuity Management 190 Process Linkage 190 Data Linkage 191 Benefits of Integration 192Integrating with Release and Deployment Management 192 Process Linkage 192 Benefits of Integration 193Chapter Summary 193Index 195
Series Title: ITIL series.
Other Titles: Information technology infrastructure library capacity management
Responsibility: Larry Klosterboer.

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