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Although capacity management has been included under the optimize services category, proper ca-
pacity management begins during the service design stage and encompasses more than just the tech-
nology under management. Not only does an IT organization have to understand at what capacity lev-
els their systems operate (e.g., server capacity, license management, etc.), they also need to
understand their engineer capacity levels, their local resource capacities, their help-desk resource ca-
pacities, and more. The same planning is required of the managed services provider when aligning
their resources with the customer requirements. This must be a careful balance of both the customer’s
business requirements and technical requirements.
Historically, capacity management was typically reactive in nature. For example, if a customer is
reaching 80% capacity of their messaging platform, additional licenses must be implemented and ad-
ditional servers need to be fired up. This may put additional strain on the network infrastructure, so
more switched Ethernet ports may be needed, and so on. However, in today’s living, breathing, and
constantly evolving network and application environments, business drivers must be constantly evalu-
ated and their impact on capacity must be considered.
This requires a capacity management plan that will be part of the CMDB record of the customer under
Key capacity management activities include:
• Defining an overall capacity management process and plan for the client.
• Managing demand for application and infrastructure resources.
• Constant monitoring, assessing, and fine-tuning of human resource utilization.
• Cataloguing capacity management info in the CMDB.
• Identifying client-by-client growth plans on an annual basis.
• Modeling a simulated implementation of the customer deployment plan.
• Initial and ongoing stress testing of the implementation and modification of the above steps, as
To state it simply, availability management is service-level objective and agreement management.
When taking over part (or all) of a customer’s operations environment, the managed services provider
and the customer must agree to certain performance levels often backed by penalties and/or financial
remediation. The customer must have some level of confidence that the managed services provider
can meet or exceed their expectations.
The objectives are often outlined in the terms and conditions of the contract. They typically include
things such as application uptime, time to resolve issues, hardware availability, etc. Once objectives