Capacity Management

Capacity Management is responsible for ensuring that the Capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner (ITIL, 2003) (ITIL, 2007). The process encompasses:

  • the monitoring of performance and throughput of IT Services and the supporting Infrastructure components
  • undertaking tuning activities to make the most efficient use of existing resources
  • understanding the demands currently being made for IT resources and producing forecasts for future requirements
  • Influencing the demand for resource, perhaps in conjunction with Financial Management the production of a Capacity Plan which enables the IT Service provider to provide services of the quality defined in Service Level Agreements (SLAs).

Capacity management consists of three sub processes: (a) Business Capacity Management: This sub-process is responsible for ensuring that the future business requirements for IT services are considered, planned and implemented in a timely fashion; (b)Service Capacity Management: this sub-process is responsible for ensuring that the performance of all services, as detailed in the targets in the SLAs, and SLRs, is monitored and measured, and  that the collected data is recorded, analyzed and reported. As necessary, action is taken to ensure that the performance of the services meets the business requirements; and (c) Resource Capacity Management: This sub-process is responsible for ensuring that all components within the IT Infrastructure that have finite resource are monitored and measured, and that the collected data is recorded, analyzed and reported. As necessary, action must be taken to manage the available resource to ensure that the IT Services that it supports meet the business requirements.

Participants: 1 a 4
Hours: 1 hora
Participants are involved in:

  • Following and supervision of IT services
  • Following and supervision of IT infrastructure

1) Mark with an “X”, the metrics that you recognize in your organization:

  • The utilization of all components and services is being recorded in the Configuration Data Base,  CDB, (  )
  • The correct amount of utilization data is being collected in the CDB (  )
  • All the recommendations for tuning actions are accompanied with predictions of their likely effect—the actions are reviewed for their success and the results documented (  )
  • The SLM process is informed of any potential or actual breaches of the targets in the SLAs (  )
  • Constraints that are imposed on demand occur with the understanding of the Customers and do not seriously affect the credibility of the IT Service Provider (  )
  • All regular management reports are produced on time and all ad hoc reports are produced within the agreed timescales (  )
  • Recommendations for hardware or software upgrades that are identified in the Capacity Plan are accurate, both in terms of the financial cost and the timescale in which they are required (  )

Based on the metrics selected which documents, roles and organizational units can be referred:
Others metrics defined in the organization:


2) Mark with an “X”, the Performance Indicators defined in your organization:

Accurate Business Forecast

  • Production of workload forecasts on time (  )
  • Percentage accuracy of forecasts of business trends (  )
  • Timely incorporation of business plans into the capacity Plan (  )
  • Reduction in the number of variances from the business plans and Capacity Plans (  )

Knowledge of current and future technologies:

  • Increased ability to monitor performance and throughput of all services and components (  )
  • Timely justification and implementation of new technology in line with business requirements (time, cost and functionality) (  )
  • Reduction in the use of old technology, causing breached SLAs due to problems with support or performance (  )

Ability to demonstrate cost-effectiveness:

  • Reduction in last-minute buying to address urgent performance issues (  )
  • Reduction in the over-capacity of IT (  )
  • Accurate forecasts of planned expenditure (  )
  • Reduction in the business disruption caused by a lack of adequate IT capacity (  )
  • Relative reduction in the cost of production of the Capacity Plan (  )

Ability to plan and implement the appropriate IT capacity to match business needs:

  • % reduction in the number of incidents due to poor performance (  )
  • % reduction in lost business due to inadequate capacity (  )
  • All new services implemented match Service Level Requirements (SLRs) (  )
  • Increased percentage of recommendations made by Capacity Management are acted on (  )
  • Reduction in the number of SLA breaches due to either poor service performance or poor component performance (  )

Based on the Performance Indicators selected which documents, roles and organizational units can be referred:
Others Performance Indicators defined in the organization:


3) Mark with an “X”, the activities of Capacity Management defined in your organization:

  • Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business (  )
  • Provide advice and guidance to all other areas of the business and IT on all capacity related issues (  )
  • Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources (  )
  • Assist with the diagnosis and resolution of performance and capacity related incidents and problems (  )
  • Assess the impact of all changes on the capacity Plan, and the performance and capacity of all services and resources (  )
  • Ensure that proactive measure to improve the performance of services are implemented wherever it is cost-justifiable to do so (  )

Based on the activities of capacity management selected which documents, roles and organizational units can be referred:
Others activities of capacity management defined in the organization:


Research Group at the National University of Engineering in Nicaragua

Authors Johnny Flores Leonel Plazaola



ITIL. 2003. Service Delivery. Second edition. s.l. : The Stationery Office, 2003. 0-11-330015-8.
—. 2007. Service Design. s.l. : The Stationary Office, 2007. 978-11-331047-0.