ITIL® Capacity Management and Service Management processes

Scope of Service – Though this service uses the ITIL® definition as a guideline for good practice we recognize that there is no universal panacea for Capacity Management, as what works well is unique to each organization. The audit service therefore takes a two-pronged approach: it assesses current practices against the ITIL® definition and it considers the nature of the organization under review. This enables practical recommendations to be made for each organization that will provide the most effective and pragmatic Capacity Management implementation in keeping with ITIL’s general recommendations. The audit service does not require a specific Capacity Management function to be in place. The research is against the inputs, outputs and processes of Capacity Management irrespective of how they are named and managed within an organization. The data model, dataflows and sub processes, required for effective Capacity Management will be reviewed in the light of agreed corporate and functional objectives.

Methodology – Over many years, Metron has developed a form-driven analysis and interview process that enables us to understand what aspects of Capacity Management an organization has implemented and how effective they are. Metron’s consultants will require access to appropriate client staff in order to assess the quality and maturity of Capacity Management processes. A significant part of the success of Capacity Management lies in its interaction with other ITIL® processes. Some time will therefore be required with staff involved in other Service Support and Service Delivery processes such as Incident Management, Change Management, and Service Level Management.

Metron’s consultants review the results of this analysis with Metron’s in-house consultancy forum, ensuring that broader experience of the consultancy team than just the consultants assigned to the project is brought to bear. Further analysis is carried out against the growing pool of quantitative benchmarking data available within Metron from similar studies for organizations with a similar IT infrastructure and those within your market.