Purpose:
To ensure effective service system performance and ensure that resources are provided and used effectively to support service requirements.
Objective:
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Description:
The Capacity and Availability Management involves establishing and maintaining capacity and availability at a justifiable cost and with an efficient use of resources. Capacity and availability management activities can be performed at different levels of the organization, including across different services.
The Capacity and Availability Management process area involves the following activities:
- Establishing and maintaining a capacity and availability management strategy
- Providing and allocating resources appropriately
- Monitoring, analyzing, understanding, and reporting on current and future demand for services, use of resources, capacity, service system performance, and service availability
- Determining corrective actions to ensure appropriate capacity and availability while balancing costs against resources needed and supply against demand
“Capacity” is the degree to which one thing can support, hold, process, or produce another thing. In the context of services, capacity can refer to the maximum amount of service delivery or maximum number of service requests that a service system can handle successfully within a fixed period of time. Capacity is a quality attribute. The definition and measurement of capacity can differ for different types of services and service systems and can be defined in the service agreement. In addition, capacity definitions and measures can be derived from service agreements, rather than reflected there. If the service agreement has no explicit capacity requirements, it may still imply derived capacity requirements for the service or service system. For some services, capacity can be the maximum size, volume, or throughput of service system components.
Entrance Criteria:
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Exit Criteria:
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Process and Procedures:
- Prepare for Capacity and Availability Management
- Monitor and Analyze Capacity and Availability
Tailoring Guidelines:
Process Verification Record(s)
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- Capacity and availability management records
- Capacity and availability management reports
Measure(s):
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- Total number of customer hours lost per month to interruptions of normal service from causes associated with capacity and availability management
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- Number of hours lost per customer per month to interruptions of normal service from causes associated with capacity and availability management
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- Percentage of service response time requirements not met due to causes associated with capacity and availability management
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- Accuracy of forecasts of trends in resource use
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