DS03 Process Description

Data collection, analysis and reporting on resource performance, application sizing and workload demand.

Availability and Performance Requirements: identify business needs regarding availability and performance of information services and convert into availability terms and requirements,
Availability Plan: Maintain an availability plan to achieve, monitor and control the availability of information services,
Monitoring and Reporting: continuously monitor the performance of information technology resources and report exceptions in a timely and comprehensive manner,
Modelling Tools: use appropriate modeling tools to produce a model of the current system which has been calibrated and adjusted against actual workload and is accurate within recommended load levels,
Proactive Performance Management: forecast capability to enable problems to be corrected before they affect system performance. Analysis system failures and irregularities pertaining to frequency, degree of impact and amount of damage,
Workload Forecasting: prepare workload forecasts to identify trends and to provide information needed for the capacity plan,
Capacity Management of Resources: review and acquire hardware and capacity to ensure that cost-justifiable capacity always exists to process the agreed workloads and to provide the required performance quality and quantity prescribed in service level agreements,

Number of end-business processes suffering interruptions or outages caused by inadequate IT capacity and performance
Number of critical business processes not covered by a defined service availability plan
Percent of critical IT resources with adequate capacity and performance capability, taking account of peak loads

Number of down-time incidents caused by insufficient capacity or processing performance
Percent of capacity remaining at normal and peak loads
Time taken to resolve capacity problems
Percent of unplanned upgrades compared with total number of upgrades
Frequency of capacity adjustments to meet changing demands

an application within the ebc domain will be available 95% during business hours defined as 7AM to 5PM, Monday through Friday except for statutory holidays.
Mission Critical applications or applications with 7 days by 24 hour availability required will be available 95% of the time, excluding time set aside for maintenance activities
Mission Critical applications which have 7 x 24 availability required will be available 98% of the time, excluding time set aside for maintenance activities

The performance and capacity implications of IT service requirements for all critical business processes are clearly understood
Performance requirements are included in all IT development and maintenance projects
Capacity and performance issues are dealt with at all appropriate stages in the system acquisition and deployment methodology
The technology infrastructure is regularly reviewed to take advantage of cost/performance ratios and enable the acquisition of resources providing maximum performance capability at the lowest price
Skills and tools are available to analyse current and forecasted capacity
Current and projected capacity and usage information is made available to users and IT management in an understandable and usable form