Capacity Management consists of Service, Business and Resource Level Management. If your Capacity Management process complies with ITIL® guidelines you can be assured that it is beyond reproach, cost-effective, reliable, accountable and transparent.
 We need Capacity Management because it sits at the hub of all the ITIL® Service Management processes, which enables all the other functions to be proactive rather than just reactive. To achieve service level objectives for the business, an integrated Capacity Management function operating across the three levels of business, service and resource is essential.
ITIL® Business Justification Factsheet available here
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