Capacity Management has three sub-processes to reflect the different activities needed to prepare the Capacity Plan. Each of these requires different skills which in larger organizations might be undertaken by different people.
The 3 sub processes of Capacity Management are:
1. Business Capacity Management
2. Service Capacity Management
3. Component Capacity Management
Let’s take a detailed look at each of these processes.
Business Capacity Management
The Business Capacity Management sub-process analyses the Patterns of Business Activity (PBAs) coming from Demand Management. These PBAs show both the volume of work and how this volume fluctuates over time. Business Capacity Management then gathers information about new business activities such as launching a new product, relocating a department or opening a new facility. This may be provided directly from business managers to the Capacity Management team or may come from the Service Level Packages produced for the Service Portfolio. Superimposing forecasts of new activities on top of patterns of current usage helps this sub-process to provide Service Capacity Management with an accurate projection of changing business activities over time.
Service Capacity Management
Service Capacity Management seeks to correlate business activity and service usage. For example, a call center’s usage of the Customer Relationship Management (CRM) service is probably dependent on the number of customers, how often they call and what information they require. The relationship between these factors and CRM service usage can be mapped or modeled so that the impact of business activity changes can be predicted in terms of service performance (e.g. transaction response times) over time.
Component Capacity Management
When Service Capacity Management identifies that service levels will fall below target, Component Capacity Management is the sub-process responsible for identifying the necessary changes to the technical infrastructure to maintain service levels. To be effective fully, configuration information is necessary to understand which components (configuration items) support which services. The utilization of these components should be continually monitored against their capacity and, ideally, an alert generated when a threshold is reached that could cause service levels to be missed.
These 3 processes are interlinked with one another and must work in cohesion in order for Capacity Management to be successful. The relationship between these processes can be understood further with the help of the image below:
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