Principles of Capacity Management

The balancing act of Capacity Management In coordination with the processes of Financial Management and Demand Management, Capacity Management seeks to provide a continual optimal balance between supply against demand, and costs against resources needed. This optimum balance is only achieved both now and in the future by ensuring that Capacity Management is involved in Read more about Principles of Capacity Management[…]

ITIL Service Level Management metrics

Statistics: Number/percentage of services covered by SLAs Number/percentage of SLAs supported by UCs and OLAs Number/percentage of service targets being met Yes/Why Questions: Are service level achievements improving? Are customer perception statistics improving? Are IT costs for service provisions decreasing for services with stable (acceptable but not improving) Service Level Achievements? Implementing effective and efficient Read more about ITIL Service Level Management metrics[…]

Benefits of Service Strategy

Service Strategy has the potential for many significant benefits to be delivered to the IT organization and the business/customers it serves. However in many cases, these benefits fail to be realized due to insufficient connection and interfaces with other elements of the Service Lifecycle. For example: The IT Strategy Group from an international banking and Read more about Benefits of Service Strategy[…]