Documentation

In addition to data and management software a correctly function Capacity Management Service requires governing documentation such as Policy, Process and practices.

The Captell CMC package includes detailed Policy, Process, Governance and Practice documentation all easily tailored to your requirements.  The list below shows some of what is included in some of the Capacity Management documentation.

Policy ............................................................................................... 21


Introduction ...................................................................................................................................... 22
Benefits ................................................................................................................................................ 22
Policy Statement ............................................................................................................................. 22
Intended Outcomes ....................................................................................................................... 23
Responsibilities of Capacity management.......................................................................... 24
Responsibilities of Management ............................................................................................. 25
Responsibilities of All Parties ................................................................................................... 25

 

Software .......................................................................................... 27


Introduction ...................................................................................................................................... 28
Change control ................................................................................................................................. 28
Database ............................................................................................................................................. 28
Data collection ................................................................................................................................. 28
Data processing ............................................................................................................................... 28
Storage ............................................................................................................................................ 28
Summarisation............................................................................................................................ 28
Trending ........................................................................................................................................ 28
Reporting ............................................................................................................................................ 28
Interactive ..................................................................................................................................... 28

 

Governance ..................................................................................... 29


Introduction ...................................................................................................................................... 30
Objectives of capacity management governance ............................................................ 31
IT value and alignment ........................................................................................................... 31
Risk management ...................................................................................................................... 31
Accountability ............................................................................................................................. 31
Performance measurement .................................................................................................. 32
Capability Maturity Model ......................................................................................................... 32
Level 0: No processes performed or defined ............................................................... 33
Level 1: Initial .............................................................................................................................. 34
Level 2: Managed ....................................................................................................................... 34
Level 3: Defined .......................................................................................................................... 35
Level 4: Quantitatively Managed ....................................................................................... 35
Level 5: Optimising ................................................................................................................... 36
Roles & Responsibilities .............................................................................................................. 36
Capacity management practice roles and responsibilities .................................... 36
Capacity management roles and responsibilities ...................................................... 37
Key Performance Indicators ..................................................................................................... 38
Reporting KPI’s and continual improvement ................................................................... 39
Determining appropriate targets for KPIs .................................................................... 39

 

Process ............................................................................................ 41


Introduction ...................................................................................................................................... 42
ITIL’s Capacity management ..................................................................................................... 43
Component Capacity management (CCM) .................................................................... 46
Service Capacity management (SCM) .............................................................................. 46
Business Capacity management (BCM) .......................................................................... 46
Capacity Plan Production and maintenance (CPP) ................................................... 47
Relationships with other Processes ................................................................................. 47
The Captell CMC process ............................................................................................................. 49
Benefits ........................................................................................................................................... 50
Good Practices ............................................................................................................................ 52
High Level practices ................................................................................................................. 55
Process Timeline ............................................................................................................................. 57
First quarter ................................................................................................................................. 58
Second quarter ........................................................................................................................... 59
Third quarter ............................................................................................................................... 59
Fourth quarter ............................................................................................................................ 60
CMIS creation and maintenance ...................................................... 61
Monthly capacity review ................................................................... 84
Capacity plan production ................................................................. 92
Capacity plan review ...................................................................... 142
Application and service modelling .................................................. 151
Change impact assessment ........................................................... 154
Incident and problem analysis ....................................................... 157


Procedures .................................................................................... 160


Purpose ....................................................................................................................................... 161
Scope............................................................................................................................................. 161
Audience ..................................................................................................................................... 161
High Level Practices ................................................................................................................... 161
CMIS Creation & Maintenance ............................................................................................... 162
Process Map .............................................................................................................................. 165
Procedure Step Table ........................................................................................................... 165
Monthly Capacity Review ........................................................................................................ 168
Procedure Details ................................................................................................................... 168
Entry Criteria ............................................................................................................................ 168
Inputs ........................................................................................................................................... 168
Process Map .............................................................................................................................. 169
Procedure Step Table ........................................................................................................... 170
Capacity Plan Production ........................................................................................................ 171
Procedure Details ................................................................................................................... 171
Outputs ........................................................................................................................................ 172
Process Maps ............................................................................................................................ 173
Procedure Step Table ........................................................................................................... 175
Quarterly Review ......................................................................................................................... 182
Procedure Details ................................................................................................................... 182
Outputs ........................................................................................................................................ 182
Process Map .............................................................................................................................. 183
Procedure Step Table ........................................................................................................... 183
Role & Responsibilities ............................................................................................................. 184
RACI .............................................................................................................................................. 184
Roles & Responsiblities ....................................................................................................... 184

 

Templates

Capacity Plan Template ............................................................................................................ 184
Component Capacity Plan Template ............................................................................. 184
Service Capacity Plan Template ...................................................................................... 185
Business Capacity Plan Template ................................................................................... 186

 

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