8/9/2019 CAPM Quick Reference Card

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Important Confidentiality Notice HP ConfidentialThe information (data) contained on all sheets of this document constitutes confidential information of Hewlett-Packard Company or its affil iates (collectively hereinafter HP).This document is not for release to external Customers.

Copyright 2014 Hewlett-Packard Development Company, L.P. Valid Agreement Required.

Capacity Management Process

Quick Reference Card

Target Audience: Account and Service Delivery Executives and CapacityManagersOwner: Capacity Management Global Process OwnerVersion: R.01.07Version Date: 01-Aug-14

DEFINITION OF CAPACITY MANAGEMENT

Capacity Management - The objectives of the Capacity Managementprocess are to define, track and control IT service capacity on three main

levels (Business, Service and Component) to ensure service delivery isready to meet the demands of customers at agreed performance levels.

The goal of Capacity Management is to understand the businessrequirements, the organizations operation and IT infrastructure and

ensure that all the agreed current and future capacity and performanceaspects of the business requirements are provided cost-effectively.

BUSINESS RULESThe following Business Rules are high level operational standards whichmust be complied with to ensure successful and complete outcomes witheach execution of the Capacity Management process.1. Capacity Management Process is well defined, documented, correctly

implemented and consistently followed.2. Training all HP staff involved in Capacity Management must be

trained before they use the process.

3.

Roles and Responsibilities are clearly defined and all involvedparties in the process are empowered to run the CapacityManagement process.

4. Process Performance (KPIs) are tracked, so that client and HPmetrics can be reported.

5. Components are monitored for Capacity, and alerts are raised asneeded.

6.

Utilization reporting is available for all Business processes/services/components, and forecasts are reviewed regularly with SDEand customer counterpart for proactive recommendation.

7.

Forecasted capacity issues with their recommendations are managed(tracked) up to implementation or risk agreement.

8. An up-to-date Capacity Plan shall be available, covering all levels(Component, Service and Business), in line with the Service Catalogand contractually agreed requirements and frequency.

9. Vital Business Functions (VBFs), or in some regions Key Production

Environments (KPEs) shall be managed and maintainedROLES AND RESPONSIBILITIESCapacity Manager-The Capacity Manager ensures business capacity requirements are met,monitored, controlled, and planned.

Business Capacity Planner - The Business Capacity Planner isresponsible for applying business capacity planning knowledge to theprocess. Within a Managed Services environment, the Business CapacityPlanner is a role best suited for the account customer t eam.

Service Capacity Planner -The Service Capacity Planner is responsiblefor applying service level Capacity Planning knowledge to the process. Thisposition will functionally report to the Capacity Manager.

Component Capacity Planner - The Component Capacity Planner isresponsible for applying detailed technical Capacity Planning knowledge tothe process. This position will functionally report to the Capacity Manager.

Business Performance Analyst -The Business Performance Analyst willbe responsible for providing key business performance parameters thatwill guide business capacity management decisions. When the BusinessPerformance Analyst is within the Managed Services Organization it is bestsuited for Management within the customer team.

Service Performance Analyst -The Service Performance Analyst will be

responsible for providing key service performance parameters and metricswithin their assigned area of expertise.

Component Performance Analyst - The Component PerformanceAnalyst will be responsible for providing key component performanceparameters and metrics within their assigned area of expertise.

PROCESS AND SUPPORTING ASSETSHP Global Capacity Management Process can be found at : PVE - Capacity ManagementWhere the following documents can be referred to:

CapM Relationship Diagram

CapM Process Overview Guide

CapM Process Overview Presentation

CapM Metrics Guide

CapM Roles Guide

CapM Capacity Assessment Template CapM Capacity Plan Template

AvbM_CapM P lanning Survey

CapM Tool Correlation

AvbM_CapM_Risk_Assessment_Template

AvbM Data & Reporting Guiding Principles

AvbM and CapM Sample IT Service Parameters

AvbM and CapM Contact and Meeting Matrix Template

TOOLSET AND RELATED WORK INSTRUCTIONSCapM Work Instructions:CapM DB Oracle Work InstructionsCapM ISERIES Work InstructionsCapM Network Work InstructionsCapM SAN STORAGE Work InstructionsCapM SAP Work Instructions

CapM UNIX Wintel Work InstructionsCapM ZSERIES Work I nstructions

PROCESS FLOW AND ACTIVITIESThe Capacity Management process is broken down into three main sub-processes: Manage Capacity - Business Level Manage Capacity - ServiceLevel and Manage Capacity - Component Level. Each of these sub-processes is further broken down into activities and tasks that will definethe work.

SeeCapM 01 Flow Diagram Overview

CAPM 01 MANAGE CAPACITY - BUSINESS LEVEL

CapM 01-01 Identify Business IT Capacity Requirements

CapM 01-02 Monitor Business IT Capacity Use

CapM 01-03 Analyze Business IT Capacity

CapM 01-04 Tune Business IT Capacity

CapM 01-05 Forecast Business IT Capacity

CapM 01-06 Create or Update Business IT Capacity Plan CapM 01-07 Implement Business IT Capacity

http://intranet.hp.com/eds/ww/wg/esm/gpt/Pages/GlobalProcessTeam.aspxhttp://intranet.hp.com/eds/ww/wg/esm/gpt/Pages/GlobalProcessTeam.aspxhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-Relationship_Diagram.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Process_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Process_Overview_Presentation.pptxhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L2-Metrics-Guide.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Roles_Guide.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Capacity_Assessment_Template.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Capacity_Plan_Template.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_and_CapM_Planning_Survey.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Tool_Correlation.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Risk_Assessment_Template.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_Data_and_Reporting_Guiding_Principles.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Sample_ITService_Parameters.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Contact_and_Meeting_Matrix_Template.xlshttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-DB%20(Oracle)-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-ISERIES-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-Network-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-SANSTORAGE-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-SAP-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-UNIXandWintel-WorkInstruction-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-ZSERIES-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-ZSERIES-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-01_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-01_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-01_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-ZSERIES-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-UNIXandWintel-WorkInstruction-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-SAP-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-SANSTORAGE-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-Network-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-ISERIES-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L3-DB%20(Oracle)-WorkInstructions-Guide.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Contact_and_Meeting_Matrix_Template.xlshttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Sample_ITService_Parameters.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_Data_and_Reporting_Guiding_Principles.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_CapM_Risk_Assessment_Template.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Tool_Correlation.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/AvbM_and_CapM_Planning_Survey.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Capacity_Plan_Template.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Capacity_Assessment_Template.dochttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Roles_Guide.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-L2-Metrics-Guide.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Process_Overview_Presentation.pptxhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM_Process_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-Relationship_Diagram.pdfhttp://intranet.hp.com/eds/ww/wg/esm/gpt/Pages/GlobalProcessTeam.aspx

8/9/2019 CAPM Quick Reference Card

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Important Confidentiality Notice HP ConfidentialThe information (data) contained on all sheets of this document constitutes confidential information of Hewlett-Packard Company or its affil iates (collectively hereinafter HP).This document is not for release to external Customers.

Copyright 2014 Hewlett-Packard Development Company, L.P. Valid Agreement Required.

PROCESS FLOW AND ACTIVITIESSeeCapM 02 Flow Diagram Overview

CAPM 02 MANAGE CAPACITY - SERVICE LEVEL CapM 02-01 Identify Service Capacity Requirements

CapM 02-02 Monitor Service Capacity

CapM 02-03 Analyze Service Capacity

CapM 02-04 Tune Service Capacity

CapM 02-05 Forecast Service Capacity

CapM 02-06 Create or Update Service Capacity Plan CapM 02-07 Implement Service Capacity

PROCESS FLOW, ACTIVITIES AND TASKSSeeCapM 03 Flow Diagram Overview

CAPM 03 MANAGE CAPACITY - COMPONENT LEVEL

CAPM 03-01 IDENTIFY COMPONENT CAPACITY REQUIREMENTSCapacity Manager

CapM 03-01-01 Receive IT Service Information

CapM 03-01-02 Assess and Identify Component Requirements

CapM 03-01-03 Update Capacity Management Information System

CAPM 03-02 MONITOR COMPONENT CAPACITYComponent Performance Analyst

CapM 03-02-01 Collect Data

CapM 03-02-02 Execute Extract Programs

CapM 03-02-03 Store Data in Capacity Management InformationSystem

CapM 03-02-04 Create Capacity Tracking Reports CapM 03-02-05 Check Thresholds

CAPM 03-03 ANALYZE COMPONENT CAPACITYComponent Performance Analyst

CapM 03-03-01 Perform Performance Health Check

CapM 03-03-02 Produce Performance Report

CapM 03- 03-03 Complete Detailed AnalysisComponent Capacity Planner

CapM 03-03-04 Perform Capacity Health CheckCapacity Manager

CapM 03-03-05 Produce Capacity Report

CAPM 03-04 TUNE COMPONENT CAPACITYComponent Performance Analyst

CapM 03- 04-01 Identify Tuning Options

CapM 03-04-02 Recommend Tuning Solution

CAPM 03-05 FORECAST COMPONENT CAPACITYComponent Performance Analyst

CapM 03- 05-01 Create TrendCapacity Manager

CapM 03- 05-02 Provide Service Capacity Management with TrendsBusiness Capacity Planner

CapM 03- 05-03 Determine Business Growth InformationCapacity Manager

CapM 03- 05-04 Receive Business Growth Information and ApprovedProjects

CapM 03- 05-05 Determine Service GrowthComponent Capacity Planner

CapM 03- 05-06 Consolidate Data

CapM 03- 05-07 Produce Annual Capacity Forecast CapM 03-05-08 Produce Quarterly Capacity Forecast

CAPM 03-06 CREATE OR UPDATE COMPONENT CAPACITY PLANCapacity Manager

CapM 03- 06-01 Produce Capacity Plan

CapM 03- 06-02 Review Capacity Plan and Recommendations

CapM 03- 06-03 Implement Capacity Plan Recommendations

CAPM 03-07 IMPLEMENT COMPONENT CAPACITYComponent Capacity Planner

CapM 03- 07-01 Review Capacity Plan Recommendations

CapM 03- 07-02 Document Associated Risks

CapM 03- 07-03 Track Recommendations

http://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-02_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-02_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-03_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-03_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-03_Flow_Diagram_Overview.pdfhttp://kc-enterprise.sharepoint.hp.com/sites/kc62/DOCS/EDGE/Cap_ESM/CapM-02_Flow_Diagram_Overview.pdf