General The purpose of this sub-process is to monitor, guard, analyze and report on the performance of Comments the IT capacity regarding the demand. organization’s Step Responsible Role Action Determine service levels based on: 2.1 Capacity Manager, Service Level SLAs Strive to Ensure Manager The Capacity Plan Agreed Service Levels are Other Critical Factors e.g. input from Risk Assessments, Maintained Component Failure Impact Analysis, Service Outage Analysis etc. Conduct activities to ensure that the required service levels are maintained. Proceed to 2.2 - Monitor, Evaluate, & Report. Ensure that regular monitoring is being performed on those 2.2 Capacity Analyst components that have been identified as critical to the provision of Monitor, services as defined in SLA’s. Evaluate & Perform regular evaluation of the capacity from the perspective of its Report general health for service provision. Produce regular reports on the findings, and distribute the reports to the Service Level Manager and to the managers of the various infrastructure components. Proceed to 2.3 - Identify Trends. Identify any trends which emerge as a result of the regular monitoring 2.3 Capacity Manager and evaluation of the components involved in the delivery of the Identify Trends services. Document the trends so that they can be used in future analyses. Proceed to 2.4 Establish Normal Operation Levels. – When there is sufficient data, establish the normal operation levels 2.4 Capacity Manager, for the components involved in the delivery of the services. Establish Capacity Analyst Document those normal operation levels and obtain agreement from Normal the appropriate managers. Operation Proceed to 2.5 Define Exception Levels. Levels – Establish tolerance levels for each of the components, and obtain 2.5 Capacity Manager agreement from the appropriate managers. Define Document the agreed-upon tolerances so that appropriate responses Exception can also be defined. Levels Proceed to 2.6 Report Service Breaches and Near Misses. – Note: The tolerances should be such as to allow ample time to address issues prior to a service breach. For example, a disc being 85% full could be an exception level. Have a standard format for reporting service breaches as well as 2.6 Capacity Manager
General Comments The purpose of this sub-process is to monitor, guard, analyze and report on the performance of the IT capacity regarding the organization’s demand. Step Responsible Role Action 2.1 Strive to Ensure Agreed Service Levels are Maintained Capacity Manager, Service Level Manager Determine service levels based on: SLAs The Capacity Plan Other Critical Factors e.g. input from Risk Assessments, Component Failure Impact Analysis, Service Outage Analysis etc. Conduct activities to ensure that the required service levels are maintained. Proceed to 2.2 - Monitor, Evaluate, & Report. 2.2 Monitor, Evaluate & Report Capacity Analyst Ensure that regular monitoring is being performed on those components that have been identified as critical to the provision of services as defined in SLA’s. Perform regular evaluation of the capacity from the perspective of its general health for service provision. Produce regular reports on the findings, and distribute the reports to the Service Level Manager and to the managers of the various infrastructure components. Proceed to 2.3 - Identify Trends. 2.3 Identify Trends Capacity Manager Identify any trends which emerge as a result of the regular monitoring and evaluation of the components involved in the delivery of the services. Document the trends so that they can be used in future analyses. Proceed to 2.4 – Establish Normal Operation Levels. 2.4 Establish Normal Operation Levels Capacity Manager, Capacity Analyst When there is sufficient data, establish the normal operation levels for the components involved in the delivery of the services. Document those normal operation levels and obtain agreement from the appropriate managers. Proceed to 2.5 – Define Exception Levels. 2.5 Define Exception Levels Capacity Manager Establish tolerance levels for each of the components, and obtain agreement from the appropriate managers. Document the agreed-upon tolerances so that appropriate responses can also be defined. Proceed to 2.6 – Report Service Breaches and Near Misses. Note: The tolerances should be such as to allow ample time to address issues prior to a service breach. For example, a disc being 85% full could be an exception level. 2.6 Capacity Manager Have a standard format for reporting service breaches as well as
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