ITIL V3 Capacity Management Practitioners Review

UKCMG TEC 2008 20th May 2008
2E1 ITIL V3 Capacity Management: A practitioners review
ITIL V3 Capacity Management:

A practitioners review
Abstract
ITIL Version 3 has recently been launched to much fanfare with its
structure a radical re-design from ITIL Version 2.
The Capacity Management process is affected considerably as it is now

spread across all five of the 'core' books: Service Strategy, Service Design,
Service Transition, Service Operation and Continual Service Improvement.
In this session the changes within ITIL Version 3 that impacts on the
Capacity Management process will be covered in detail.
Capacitas 2002-2008 2E1-2

Agenda
Introduction
ITIL V2 Structure
ITIL V2 Capacity Management
ITIL V2 and the Application Lifecycle Model
ITIL V3 Structure
ITIL V3 and the Application Lifecycle Model
Conclusion

ITIL V2 Structure
T
T Planning to Implement Service Management h
h e
e
Service Management T
B e
Service ICT
u The Business Support c
Infrastructure
s Perspective h
Service Management
i Delivery
n
Software
n Asset
Security o
Management
e Management l
s o
s Application Management g
y
Figure Crown Copyright 2001

ITIL V2 Service Management Structure
Service Delivery Service Management Service Support

Capacity Incident
Management Management
Availability Problem
IT Service Continuity Change

Service Desk
Financial Configuration
Service Level Release



Business Capacity
Management (BCM)
Service Capacity
Management (BCM) Iterative
Activities
Demand Storage of
Management Capacity
Resource Capacity Modelling Management
Management (BCM) Application Data
Sizing
Production of the
CDB
Capacity Plan
Covering all aspects of

BCM, SCM and RCM

Tuning
Implementation Analysis
Monitoring
Resource
SLM
Resource utilisation
SLM exception
utilisation exception
thresholds Capacity reports
thresholds reports
Management
Database
(CDB)

ITIL V2 and Application Lifecycle Model
Concept Development Live Phase-out

Feasibility Require Design Coding Testing Roll-out Live Changes End-of-life
Need to Review if Review Provide Review Provide Business-as-Demand Assess all Plan for de-
produce an require- design for design perform- capacity usual capacity software commissioning
approximate ments are perform- guidance ance assurance managementManagement
release requirements
cost of system to achievable ance to avoid testing assessment ensuring systems changes to including any
meet specified within problems, perform- Modelling
results for that transient can meet the transient capacity
performance budget costs and
scalability
ance anti-
patterns
any
problems
capacity
require-ments Capacity Plan
demands upon
them based on
application
to ensure
required for
migration to new
can be met current and future they will not platform
Iterative
work Application
affect
Application Sizing Activities Sizing
system
Performance
Monitoring
Business-
focussed
activities
Tools
Capacity
Supporting Database
activity

Concept Development Live Phase-out

Feasibility Require Design Coding Testing Roll-out Live Changes End-of-life
Need to Review if Review Provide Review Provide Demand

Business-as- Assess all Plan for de-
produce an require- design for design Workload
perform- Characterisation
capacity usual capacity software
Management
commissioning
approximate ments are perform- guidance ance assurance management release requirements
cost of system to achievable ance to avoid testing assessment ensuring systems changes to including any
meet specified within
Performance AssuranceModelling
problems, perform- results for that transient can meet the transient capacity
performance budget costs and
scalability
ance anti-
patterns
any
problems
capacity
require-ments Capacity Plan
demands upon
them based on
application
to ensure
required for
migration to new
can be met current and future they will not platform
Iterative
work Application
affect
Application Sizing Activities Sizing
system
Demand Forecasting
Performance
Monitoring
Missing Capacity
activities
Database

ITIL V3 Structure
Five separate core books to represent the service lifecycle:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
This is an improvement over ITIL version 2 as it recognises that each

process varies in context with the stage of the lifecycle. For example
capacity management at the service design phase is more about
application sizing, whereas at the service operation phase it is about
regular capacity planning.
Costs are 85 each or 299 for the set of five.
Capacitas 2002-2008 2E1-10

ITIL V3 Structure The Service Lifecycle
Service Service Service Service Continual

Strategy Design Transition Operation Service
Improvement
Service Lifecycle
Capacitas 2002-2008 2E1-11

ITIL V3 Model
Service
Operation Service
Service
Strategy Design
Continual Service
Continual Service
Improvement
Improvement
ITIL
Service
Transition
Capacitas 2002-2008 2E1-12

Service Strategy (SS)

Includes concepts and guidance for:
Service definition Service management capabilities

SM strategy and value planning Formulating, translating and
IT service governance and reviewing service strategies
direction setting Planning and implementing service
Value realization strategies
Linking business plans and Roles and responsibilities
directions to IT service strategies Measurement and control
Service archetypes Challenges, critical success factors
Service provider types and risks
Business strategies Companion best practices
Service strategies
Capacitas 2002-2008 2E1-13

Service Design (SD)

The service lifecycle Roles and responsibilities

Service design objectives Capability
Service design elements Cost model
Selecting the service design model Benefit / risk analysis
In-source Process fundamentals
Outsource Methods, practices and tools
Co-source Implementing service design
Shared service Measurement and control
Service requirements Challenges, critical success factors
Service, people, process, and risks
knowledge, tools
Capacitas 2002-2008 2E1-14

Service Transition (ST)

Managing organizational and Implementing service design

cultural change Measurement and control
Knowledge management Challenges, critical success factors
Service management knowledge and risks
base systems Companion best practices
Risk analysis and management
Lifecycle stages
Principles of Service Transition
Process fundamentals
Roles and responsibilities
Methods, practices and tools
Capacitas 2002-2008 2E1-15

Service Operation (SO)

Service Operation lifecycle stages Methods, practices and tools

Principles of Service Operations Implementing service design
Process fundamentals Scalable practices
Functions Measurement and control
Application management Challenges, critical success factors
Infrastructure management and risks
Operations management Companion best practices
Control processes and functions
Procedural activities and templates
Capacitas 2002-2008 2E1-16

Continual Service Improvement (CSI)

Business drivers for improvement Implementing service

Technology drivers for improvement
improvement Measurement and control
Justification Challenges, critical success factors
Business, financial, organizational and risks
benefits Companion best practices
Principals of Continual Service
Improvement
Process fundamentals
Methods, practices and tools
Capacitas 2002-2008 2E1-17

ITIL Version 3 Structure

Notice there is no Service Management, Service Delivery, Service Support or Capacity
Management mentioned..!
Dont Panic!
The ITIL Refresh News stated:
The processes you are working with today will continue to be part of the refreshed ITIL. You
will notice, however, that the Service Support (SS) and Service Delivery (SD) processes will be
integrated into a service lifecycle. This will better reflect how service management is applied in
everyday practice and so implementation of them is likely to become easier.
Sounds OK so far
A significant portion of the current version of ITIL will be refined and included in ITIL V3. This
includes the parts that are still widely practised and usable in the IT service management
community.
Capacitas 2002-2008 2E1-18

ITIL Version 3 Authorship

Service Strategy:
Michael Nieves, Senior Manager, Accenture, USA
Majid Iqbal, Project Scientist, Carnegie Mellon, USA
Service Design:
Colin Rudd, Director, ITEMS, UK
Vernon Lloyd, International Client Director, FOX IT, UK
Service Transition:
Shirley Lacy, Director, ConnectSphere, UK
Ivor Macfarlane, Director, Guillemot Rock, UK
Service Operation:
David Cannon, IT SM Practice Principal, HP Education, USA
David Wheeldon, Director of Service Management, HP Education EMEA, UK
Continual Service Improvement:
George Spalding, Executive Consultant, Pink Elephant, Canada
Gary Case, Executive Consultant, Pink Elephant, Canada
Capacitas 2002-2008 2E1-19

ITIL Version 3 Authorship

Notice that no single person (or company) has provided authorship for
more than one book.
For capacity management, which is probably the most detailed and

complex specialist discipline within ITIL V2, this means that within each
version 3 core book the relevant section has been written or adapted by a
generalist, rather than an expert in the topic. (Obviously this also applies
to the other existing version 2 service management processes.)
There does lead to the concern that ITIL version 3 is very general, as ITIL
version 2 was.
Capacitas 2002-2008 2E1-20


As seen ITIL V3 now follows a lifecycle model (called the Service
Lifecycle)
Recognition that services are created, used, revised and eventually
refined
We will now look at how it maps onto the lifecycle model used
previously
Capacitas 2002-2008 2E1-21

2E1-22
Plan for de-commissioning

Phase-out
End-of-life
requirements including any

transient capacity required
for migration to new
platform
Service Operation
Changes
Assess all software

release changes to the
application to ensure they
will not affect system
Business-as-usual
capacity management
Live
Live
ensuring systems can meet

demands upon them based
on current and future work
Provide capacity
Roll-out
Transition
Service
assurance assessment that

transient capacity require-
Software Application Lifecycle

Service Strategy
ments can be met
Capacitas 2002-2008
Testing
Review perform-ance
testing results for any
problems
Coding
Provide design guidance
to avoid perform-ance anti-
Development
patterns
Review design for
Design
Service Design
perform-ance problems,
costs and scalability
Require
Review if require-ments
are achievable within
budget
Feasibility
Need to produce an
Concept
approximate cost of system
to meet specified
performance
Capacity Management in ITIL V3: A View

Functions are often mistaken for processes. For example there are
misconceptions about capacity management being a Service Management
process. First, capacity management is an organizational capability with
specialized processes and work methods. Whether or not it is a function or
a process depends entirely on organizational design. It is a mistake to
assume that capacity management can only be a process. It is possible to
measure and control capacity and to determine whether it is adequate for
a given purpose. Assuming that it is always a process with discrete
countable outcomes can be an error.
P.26, Service Strategy

P.15, Service Transition
P.13, Service Operation
P.13, Continual Service Improvement
Capacitas 2002-2008 2E1-23

Capacity Management in ITIL V3

Lots of new diagrams that cover or include Capacity Management,
though many are confusing or simply superfluous
Still included are:
The stratification of Capacity Management (into Business,
Service, Resource)
The section on modelling (duplicated in two books SD & CSI)
The iterative processes (now called underpinning activities)
Frequently referred to in conjunction with Availability Management
Recognition that capacity management should also consider space
planning and environmental systems capacity as well as certain
aspects of human resources expect your jobs to get more difficult
if you implement ITIL V3 in full!!!
Capacitas 2002-2008 2E1-24

Service Strategy
Defines the overall strategy for providing IT services
Very high-level book written by Accenture consultant & an academic
from Carnegie Mellon
Interesting reading but leans heavily towards theory
Uses systems theory to define the business and its relationship to IT
Heavy focus on business capacity and its close coupling to IT capacity
Recognition of relation between Demand, Capacity and Cost (section
4.3.2.3)
Includes a recognition of the efficacy of Demand Modelling (Poorly
managed service demand is a source of cost and risk. see section
5.1.2.2) and Demand Management (section 5.5)
A cynic could regard it as a publication from the Heathrow Business
School, but it is worth reading, though not easy to follow
Capacitas 2002-2008 2E1-25

Service Design
The goal of the capacity management process has changed only slightly. It
was:
to ensure that cost-justifiable IT Capacity always exists and is matched to

the current and future identified needs of the business
And now it is:
to ensure that cost-justifiable IT Capacity in all areas of IT always exists

and is matched to the current and future agreed needs of the business, in
a timely manner
Capacitas 2002-2008 2E1-26

Service Design
Location of largest single section on Capacity Management (section
4.3, P79-97)
Unfortunately much of this material is unchanged from V2, including
the anecdotes and some diagrams
Introduces new acronyms:
Patterns of business activity (PBA)
Levels of Service (LOS)
Service Level Packages (SLPs)
Capacity Management Information System (CMIS)
Business, Service and Resource Capacity Management now becomes
Business, Service and Component Capacity Management
Seems very disjointed and haphazard with no cohesive structure
Not clear whether Production of Capacity Plan is here or Service
Operation, or both
Capacitas 2002-2008 2E1-27

Service Design
Demand pattern
Business Service
Pattern of Process Process Capacity
Business Management
Activity Plan
Service Belt
Delivery schedule
Demand
Management
Capacitas 2002-2008 2E1-28

Service Design
Outputs of Capacity Management:
Capacity Management Information System (CMIS)
The Capacity Plan
Service performance information and reports
Workload analysis and reports
Ad-hoc capacity and performance reports
Forecasts and predictive reports
Thresholds, alerts and events
Key Performance Indicators:
Accurate business forecasts
Knowledge of current and future technologies
Ability to demonstrate cost-effectiveness
Ability to plan and implement the appropriate IT capacity to match
business needs
Capacitas 2002-2008 2E1-29

Service Design
Finally a recognition that CMIS (formerly CDB) may not be one single
database
CMIS Contains:
Business data
Service data
Component utilisation data
Financial data (!)
Risks associated with Capacity Management include:
Lack of commitment from the business
Lack of information from business on future plans
Lack of commitment to resourcing and budget
Too much focus on technology (CCM) and not enough on
services (SCM) or the business (BCM)
Reports too bulky or technical and not appropriate
Capacitas 2002-2008 2E1-30

Service Transition
Capacity Management has an important relationship to change
management:
Capacity and Demand Management is a critical aspect of
Change Management.
Capacity Management has an important role in assessing
proposed changes not only individual changes but the total
impact of changes on service capacity.
Changes arising from Capacity Management, including those
set out in the capacity plan, will be initiated as RFCs through
the change process.
Recognition of relation between Stress and Load Testing and Capacity
Management
Lots of individual mentions of capacity, but no single section
Capacitas 2002-2008 2E1-31

Service Operation
Uses the following example of extremely proactive:
Anticipate capacity problems and spend money on preventing
these even when the scenario is unlikely to happen
Discusses Capacity Managements close interface to Incident
Management in several places
Section on Capacity Management (4.6.4: P.73-P.75) covers:
Capacity and performance monitoring
Handling capacity- or performance-related incidents
Capacity and performance trends
Storage of Capacity Management data
Demand Management
Workload Management
Modelling and applications sizing
Capacity Planning (now states that Service Operation has a
role in this)
Capacitas 2002-2008 2E1-32


Frequently refers to Availability and Capacity Management as one
entity or process
Section on Capacity Management (5.6.2: P.116-122) covers:
BCM, SCM & CCM
Workload Management and Demand Management
Iterative activities of Capacity Management (trend analysis and
various types modelling)
Refers to Performance management referring to tools for the
collection of availability, capacity and performance data (7.1.7)
Capacitas 2002-2008 2E1-33

Conclusions
ITIL Version 3 is a major change to the ITIL process set and will create
considerable challenges for those already adopting or using ITIL V2
Major work was undertaken to mentor, author and review the new material via
a formal structured procurement process
The new structure is an improvement, representing the service lifecycle better
than version 2 of ITIL
Version 2 content has been utilised by being integrated into the new structure
in most appropriate places
The tendering process has created lifecycle domains or towers that are not
being authored by any recognised capacity management expert
Capacity Management content is not substantially improved although some
new material is included it seems less coordinated (26 pages in total although
some is old and some sections replicated)
There is some good material but as it is not concise, concentrated or coherent it
may require the whole documentation set to be read just to understand
Capacity Management
Overall a missed opportunity
Capacitas 2002-2008 2E1-34

ITIL V3 Capacity Management Practitioners Review

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UKCMG TEC 2008 20th May 2008

2E1 ITIL V3 Capacity Management: A practitioners review

ITIL V3 Capacity Management:

The Capacity Management process is affected considerably as it is now

Capacitas 2002-2008 2E1-2

Capacitas 2002-2008 2E1-3

Capacitas 2002-2008 2E1-4

ITIL V2 Service Management Structure

Service Delivery Service Management Service Support

IT Service Continuity Change

Service Level Release

Capacitas 2002-2008 2E1-5

ITIL V2 Capacity Management

Covering all aspects of

Capacitas 2002-2008 2E1-6

ITIL V2 Capacity Management

Capacitas 2002-2008 2E1-7

ITIL V2 and Application Lifecycle Model

Concept Development Live Phase-out

Capacitas 2002-2008 2E1-8

ITIL V2 and Application Lifecycle Model

Concept Development Live Phase-out

Need to Review if Review Provide Review Provide Demand

Capacitas 2002-2008 2E1-9

This is an improvement over ITIL version 2 as it recognises that each

Costs are 85 each or 299 for the set of five.

Capacitas 2002-2008 2E1-10

ITIL V3 Structure The Service Lifecycle

Service Service Service Service Continual

Capacitas 2002-2008 2E1-11

Figure Crown Copyright 2007

Capacitas 2002-2008 2E1-12

Service Strategy (SS)

Service definition Service management capabilities

Capacitas 2002-2008 2E1-13

Service Design (SD)

The service lifecycle Roles and responsibilities

Capacitas 2002-2008 2E1-14

Service Transition (ST)

Managing organizational and Implementing service design

Capacitas 2002-2008 2E1-15

Service Operation (SO)

Service Operation lifecycle stages Methods, practices and tools

Capacitas 2002-2008 2E1-16

Continual Service Improvement (CSI)

Business drivers for improvement Implementing service

Capacitas 2002-2008 2E1-17

ITIL Version 3 Structure

The ITIL Refresh News stated:

Capacitas 2002-2008 2E1-18

ITIL Version 3 Authorship

Capacitas 2002-2008 2E1-19

ITIL Version 3 Authorship

For capacity management, which is probably the most detailed and

Capacitas 2002-2008 2E1-20

ITIL V3 and Application Lifecycle Model

Capacitas 2002-2008 2E1-21

Plan for de-commissioning

requirements including any

Assess all software

ensuring systems can meet

assurance assessment that

Software Application Lifecycle

ments can be met