Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'
Level 1 - Pre-requisites
Are at least some capacity management activities established within the organization, e.g. monitoring of usage and performance, capacity planning, sizing of service elements etc?
Are capacity management activities assigned to specific individuals or functional areas?
Are monitors available for hardware, software, networking & peripherals and does Capacity Management have access to them?
Level 1.5 - Management Intent
Have the purpose and benefits of capacity management been disseminated within the organization?
Has the scope of capacity management been determined?
Is the organization committed to a corporate capacity management plan which includes future business requirements?
Is the organization committed to producing a Capacity Plan?
Is the organization committed to the proactive management of the capacity of the network, servers and desk-top equipment?
Level 2 - Process Capability
Have responsibilities for capacity management activities been assigned?
Is there a process in place to ensure future business requirements for IT services are incorporated into capacity management plans?
Does the organization have a process to ensure that there is sufficient capacity to support planned services?
Are services detailed in SLA's monitored, measured and growth/performance predicted?
Are there mechanisms for analysing system usage and for reporting on performance?
Are service elements both defined and sized for new services?
Is actual performance against agreed service levels recorded?
Do you model systems behaviour under various workloads and provide tuning recommendations?
Is Capacity Management incorporated into all change and project planning processes?
Is the utilisation of each resource and service monitored on an on-going basis?
Are end-to-end service response times monitored?
Is trend analysis conducted to predict future resource management?
Do you perform market testing of new and emerging technologies?
Does the capacity management process provide input to the business continuity process?
Level 2.5 - Internal Integration
Do you analyse business plans to ensure that there is sufficient capacity to support planned services in anticipated time-scales?
Do you analyze usage and performance data in order to optimize resource utilization?
Are required service levels and forecasts used to define and size service elements?
Do you identify variances, trends and deviations from plans in the utilization of resources?
Level 3 - Products
Do you have a Capacity Management Database?
Do you maintain a Capacity Plan?
Is the Capacity Management Database aligned with the Configuration Management Database?
Are standard reports concerning performance produced on a regular basis?
Are standard reports concerning the use and allocation of key resources produced on a regular basis?
Do you produce forecasts of new workloads and their resource requirements?
Level 3.5 - Quality Control
Are the standards and other quality criteria applicable to capacity management activities explicit and applied?
Are the personnel responsible for capacity management activities suitably trained?
Does the organization set and review either targets or objectives for capacity management?
Does the organization have suitable tools to support capacity management activities?
Level 4 - Management Information
Does Capacity Management provide information concerning ...
resource utilization?
infrastructure requirements for maintaining service levels?
utilization of chargeable resources?
details of proposed new workloads?
recommendations based on technology trends / emerging technology?
variances between planned and actual capacity utilization?
Level 4.5 - External Integration
Do you hold regular meetings with interested parties in which capacity management matters are discussed?
Does Capacity Management exchange information with...
Service Level Management concerning services and workloads to be monitored?
Service Level Management concerning proposed service levels for new workloads?
Financial Management for IT Services concerning chargeable resource utilisation?
Configuration Management to obtain details of IT components and workload deployment across them?
Change Management for details of any changes proposed to existing workloads and to feed back the results of a performance impact analysis?
IT Service Continuity Management to incorporate ITSCM requirements for all recovery options into the Capacity Plan?
IT Service Continuity Management to assess the impact of RFCs on recovery options?
Does Capacity Management share use of the CMDB and other common tools for planning, monitoring and alerting with Availability Management?
Level 5 - Customer Interface
Do you check with the customer if the activities performed by Capacity Management adequately support their business needs?
Do you check with the customer if they are happy with the services provided?
Are you actively monitoring trends in customer satisfaction?
Are you feeding customer survey information into the service improvement agenda?
Are you monitoring the customers value perception of the services provided to them?
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