ISO 20000 Capacity Management Process

Capacity management is one way to gain control over how your organization performs. This process is responsible for ensuring that your service is available at all costs to meet the agreed requirements of your clients round the clock in a cost-effective manner. Capacity Management Process - ISO 20000 is also a way to meet an internationally established standard while delivering the best services to your clientele.

Capacity management is one way to understand the influence of business demand on service demand and use this knowledge to improve the components involved in service. In problems related to capacity and incident resolution, capacity management assists the service desk and incident and problem management.

Key Objectives of Capacity Management Process - ISO 20000

Capacity Management Process- ISO 20000 aims to measure, model, manage and report activities in a service-oriented IT organization. The objectives of the standardized process under ISO 20000 can be detailed as follows:

• Creating a service that meets the Service Level Agreement objectives as soon as it is implemented
• Organizing and controlling the resource performance so that the implemented service meets Service Level Requirements
• Assisting while diagnosing performance-related incidents and problems
• Designing and maintaining a capacity plan that adheres to the organization’s budget cycle, especially to the costs against resources and supply versus demand
• Constantly monitoring and reviewing current service capacity and service performance
• Collecting and reviewing data concerned with service usage and recording new requirements as they appear
• Directing the implementation of changes related to capacity.

What are the Processes of the Capacity Management Process - ISO 20000?

Since the Capacity Management Process - ISO 20000 is a highly technical and complex process, it can be divided into three sub-processes to make things easier. It involves both proactive and retroactive sub-processes.

• Business Capacity Management- Users need their business plans and needs transformed into requirements for IT services and architecture. Business Capacity Management is equipped to do that, even when the customer’s business keeps transforming. The constant change in business needs means changes in service requirements which impact the demand for capacity. At the same time, Service Level Requirements and Service Level Agreement targets must be met. This strategic component of capacity management predicts the changing requirements for capacity demand while managing the demand on a service level. This suggests that capacity management becomes occupied with processes of planning, finances, and service level management. Such an arrangement allows information to flow smoothly enough to enable capacity management that satisfies prospective business needs.
• Service Capacity Management- This tactical component of capacity management focuses on managing, controlling, and predicting the end-to-end performance of live IT services usage and workloads. Service Capacity Management concerns measuring performance and cross-checking it with the requirements described in the SLA or SLR. After monitoring the services to gather data, the provider identifies trends and indicates exceptional conditions. Various tools are employed to help technicians to carry out this process. Especially during peak service time, high load, or usage time, the data is collected to detect trends. In this manner, incidents can be mitigated even before they occur. Even in the case of incidents, data can be collected to resolve the issues and add to the incident reports.
• Component Capacity Management- This is the sub-process that most people are aware of. Component capacity is what you see as the hard disc storage capacity or internet link throughput. Component Capacity Management focuses on technological components, mainly its management, control, performance prediction, utilization, and so on. The scope of Component Capacity Management includes reactive and proactive activities, just like in Service Capacity Management. However, the reactive portions are reserved for instances where capacity-related incidents occur. For efficient, proactive Component Capacity Management, experience and knowledge about service usage are essential. Even the knowledge of how services are utilizing the components is crucial here. Another question that comes up following this is, “Which capacity needs more consideration?” in short, all of them require equal attention. You only need to focus on either one of them, depending on the activities you require. For instance, if you choose to stay strictly operational, the Component Capacity Management needs daily consideration on your part. On the other hand, Business Capacity Management only matters to the people inside an organization that is trying to generate revenue through the service or the performance that the organization provides.

Why Capacity Management Process is Important

The Capacity Management Process is important in its ability to ascertain how much capacity should be provided to a user based on the demand data collected and agreed requirements. Speed and efficiency are core goals of the Capacity Management Process. This particular process is said to be a success when the IT capacity makes accurate predictions and the amount of IT capacity meets the business needs.

The Capacity Management Process, when adopted as a part of a wider IT strategy, makes it possible to find order in the ever-changing and chaotic IT landscape. Instead of letting endless resources stay untapped, the capacity management process finds a way to supply rising demands even with limited resources. Little to no wastage of capacity is ideal but since that is not realistic, implementing capacity management tools helps meet demands sufficiently. 

Benefits of the Capacity Management Process Template

The benefits of an Incident Management Process Template include faster resolution of incidents and reduced loss or revenue as a result of the incident. A channel for better communication on both internal and external fronts. In addition, this also ensures that there is room for continual growth and improvement.
Though Capacity Management Process - ISO 20000 may seem highly complex or standardized, it smoothens the resolution of incidents and helps your team to tackle performance issues by following specific steps.