ITIL Capacity Management  Towards Provision of Consistent Levels of Service

One of the processes involved in managing information technology is Capacity Management, most specially in the ITIL® Service Delivery area. Capacity Management aims to understand the future requirements of the business (the required delivery of service), the IT infrastructure (the means of service delivery), and the operation of the organization (the current service delivery) while ensuring that all current and future capacity and performance aspects of the business requirements are provided at the right time in the most efficient and cost-effective manner.

Capacity Management has three main areas of responsibility. These are the following: Business Capacity Management (BCM)  ensures that careful planning and implementation of future business requirements for IT services are delivered in a timely fashion; Service Capacity Management (SCM)  focuses on monitoring the performance of IT services provided to consumers; and Resource Capacity Management (RCM)  focuses on the management of IT infrastructure while making sure that all finite resources are being measured and monitored.

There are a lot of reasons why Capacity Management should be implemented within an organization. Benefits, either long term or immediate, include reduced costs, improved service quality and more consistent levels of service. Some of the processes involved in Capacity Management also allow businesses to eliminate redundant work and ensure consistent reporting, tweak IT applications and infrastructure components to improve performance and reduce consumption, and more importantly, get more out of existing IT resources. In addition, more systematic service level and associated financial information are available to the business through the use of Capacity Management processes. Because of this, Capacity Management teams have close ties to ITIL® Service Level Management and Financial Management departments.

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