ITSM Wiki - ITIL® Capacity Management

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Capacity and Performance Management

Best Practice according to ITIL^® and ISO 20000

Capacity and Performance Management ensures the capacity of the IT Services and the IT Infrastructure in a way that all components of the IT Services:

IT infrastructure
IT processes
IT resources

support the achievement of agreed capacity- and performance goals even regarding future requirements of the IT Service Consumers.

Capacity and Performance Management is part of Service Design.

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Processes of ITSM Capacity and Performance Management in detail

Process in the ITSM Process Library		Expected process result

Capacity Prognosis		Prognosis of the capacity requirements from business perspective and historical data of the IT Services
Monitoring of Capacity		Permanent monitoring of service capacities and introduction of necessary activities thereof
Capacity Reporting		Information for all requisitioners about the capacity of the IT Services and the IT Infrastructure, their utilization and performance

Main information flows and interfaces of ITSM Capacity and Performance Management

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(Documents within information flows only visible in our ITSM Process Collections)

Responsible roles of Capacity and Performance Management

Capacity Manager

Performance indicators of Capacity and Performance Management

KPIs of Capacity and Performance Management

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