ITIL Capacity Management > 사회과학 특가할인

Preface xxi
Acknowledgments xxv
About the Author xxvii
Part I Concepts in Managing Capacity
1
Chapter 1 Introduction to Capacity Management 3
The ITIL Life Cycle
4
The Overall Library
4
The Service Management Life Cycle
4
The Purpose and Goals of Capacity Management
6
The Major Purpose
6
Other Purposes
7
General Goals for Capacity Management
7
Defining Specific Goals for Your Organization
8
Interfaces to and Dependencies on Other ITIL Processes
8
Capacity Management and Service Continuity
9
Capacity Management and Configuration Management
9
Capacity Management and Release Management
9
Other Interfaces
9
The Business Case for Capacity Management
10
Cost Avoidance
10
Business Agility
11
A Great Start for Financial Management
11
Important Risks to Consider
12
Missing Business Capacity Data
12
Inconsistent Component Capacity Data
12
Lack of Analysis Skill and Tools
13
Summary and Next Steps
14
Chapter 2 The Geography of Managing Capacity 15
Capacity Pools and Component Capacity Management
15
Defining Capacity Pools
16
Boundaries of Capacity Pools
16
Granularity of Capacity Pools
17
Managing Capacity Pools
19
Capacity Streams and Service Capacity Management
19
Defining Capacity Streams
19
Confluences and Shared Capacity
20
The Value of Capacity Streams
21
Managing Capacity Streams
22
How Virtualization Affects Capacity Management
22
Virtualization Creates Subpools
23
Managing Virtual Capacity Pools
23
Sharing Virtual Resource Pools Between Streams
24
Over-Subscription and Risks of Virtualization
24
Summary and Next Steps
25
Chapter 3 Understanding Capacity Demand 27
Trend-Based Forecasts
27
Component-Based Trends
27
Service-Based Trends
29
Business-Based Trends
29
Portfolio-Based Forecasts
30
Business-Driven or “Top Down” Portfolio
30
IT-Driven Portfolio
31
Innovation-Driven Portfolio
32
Business Event Forecasts
32
The Blended Capacity Forecast
33
Using the Forecast for Cost Management
35
Cost Avoidance Through Increased Utilization
35
Cost Reduction Through Decommissioning and Recovery
35
Projecting and Tracking Cost Avoidance and Cost Reduction
36
Summary and Next Steps
36
Chapter 4 Dimensions of Capacity Growth 39
Grow the Base
39
Growth by Demand
40
Growth by Refresh
40
Grow the Business
42
Project-Based Growth
42
Service-Based Growth
45
Summary and Next Steps
45
Part II Best Practices in Capacity Management
47
Chapter 5 Establish the Capacity Management Information System 49
Purpose of the Capacity Management Information System
49
Repository of Capacity Information
49
Interface to Integrated Service Management
50
Reporting and Decision Making
52
Contents of the Capacity Management Information System
52
Utilization Data
52
Capacity Data
54
Capacity Plans
56
First Steps to Implementation
57
Define Requirements
57
Select Tools
58
Gather Data
58
Implement Processes
59
Train Staff
59
Using the Capacity Management Information System
60
Forecasting Capacity Needs
60
Making Capacity Decisions
60
Integrating Service Management
60
Summary and Next Steps
61
Chapter 6 Define and Manage Capacity Plans 63
Scope of a Capacity Plan
63
Service Capacity Plans
63
Component Capacity Plans
64
How Many Plans?
65
Format of a Capacity Plan
66
The Essential Elements
66
The Right Level of Detail
69
Maintaining Capacity Plans
69
Periodic Reviews
70
Coping with Major Changes
71
Storing Capacity Plans
72
Format of the Plans
72
Maintaining Version Control
73
Summary and Next Steps
74
Chapter 7 Staff the Capacity Management Team 75
Implementation Roles
75
Capacity Process Owner
76
Capacity Management Information System Designer
77
Process Engineer
78
Project Manager
79
Operational Roles
81
Capacity Service Owner
81
Capacity Analyst
82
Capacity Data Manager
83
Capacity Planner
85
A Word About Skills
86
Skills, Roles, and Staffing
86
Developing Capacity Management Skills
87
Skill Maturity and Team Composition
87
Summary and Next Steps 88
Chapter 8 Implement the Capacity Management Process 89
The High-Level Process
89
The ITIL Process
90
Adopting and Configuring a Process
91
Attributes of a Good High-Level Process
93
Defining and Documenting Capacity Policies
94
Capacity Monitoring Policies
95
Capacity Acquisition Policies
96
Policy for Capacity Incidents and Changes
97
Policy for Capacity Planning on New Projects
98
Creating Capacity Procedures
98
Process Steps Create Procedures
98
Procedures for Capacity Reviews
99
Procedures for Improving Capacity
100
Procedures for Capacity Planning
100
Managing Capacity Process Assets
101
Document Format and Storage
101
Reviews and Process Approvals
102
Making Updates and Tracking Revisions
103
Summary and Next Steps
103
Chapter 9 Relate Capacity and Performance 105
Performance Is Capacity in a Moment
105
Definition of Performance Management
106
Time Scale for Performance Testing
106
Performance Management in the Capacity Management Process
107
Expand Capacity to Improve Performance
109
Techniques to Measure Performance
109
Techniques to Improve Performance
110
Diagnosing Performance Problems
111
Understanding Peaks and Valleys
113
Creating a Performance Profile
114
Measuring Performance Trends
116
Integrating Performance into the Capacity Plan
116
Virtualization’s Impact on Performance
117
How Hypervisors Improve Performance
117
How Virtualization Automates Performance Management
117
Summary and Next Steps
118
Chapter 10 Choose Capacity Management Tools 119
Tools to Track Component Capacity
119
Specific Requirements in This Class
120
Available Tools
121
Specialized Tools Approach
122
Generalized Tools Approach
123
Tools to View Service Capacity
123
Specific Requirements in This Class
124
Available Tools
124
Build or Buy
125
Performance Management Tools
125
Specific Requirements in This Class
126
Available Tools
127
Tools for a Capacity Management Information System
128
Specific Requirements in This Class
128
Available Tools
129
How to Choose the Best Tools
129
Summary and Next Steps
131
Chapter 11 Produce Capacity Reports 133
Capacity Reports
133
Component Exception Reports
134
Component Trending Reports
135
Service Trending Reports
136
Capacity Management Reports and Process Metrics
138
Measuring Capacity Trend Accuracy
138
Tracking Capacity-Related Incidents
139
Evaluating the Completeness of Capacity Plans
140
Summary and Next Steps
141
Part III Common Issues in Capacity Management
143
Chapter 12 Business Capacity Planning 145
The Scope of Business Capacity Planning
145
Defining Business Capacity
146
How to Measure Business Capacity Utilization
147
Predicting Business Capacity Needs
149
The Challenge of Planning Business Capacity
150
Effort Versus Benefit
150
Getting Agreement on Measurements
151
The Place of Business Capacity Planning in Business Strategy
152
Integrating Business Capacity Planning with IT Capacity Planning
153
The Business Component Hierarchy
153
The Line Between IT Services and Business Processes
154
Integrated Utilization
155
Integrated Capacity Plans
155
Managing IT Capacity without Business Capacity Information
155
Summary and Next Steps
156
Chapter 13 Smoothing the Order Cycle 157
Establishing Capacity Buffers and Reorder Levels
157
Determining Capacity Buffers
157
Establishing Reorder Levels
158
First Guesses and Fine-Tuning
159
Factors Affecting Reorder Levels
159
Deployment Time
160
Process Maturity
160
Vendor Packaging
160
Virtualization Standards
161
Cost-Containment Efforts
162
Ordering the Right Amount
163
Ordering Individual Units
163
Ordering Hardware for Virtualization
163
Volume Ordering
165
Finding the Right Balance
165
Reclaiming Capacity Instead of Reordering
166
How Reclaimed Capacity Affects Capacity Demand
166
How Reuse Affects Reorder Levels
166
Creative Ways to Reuse Capacity
167
Summary and Next Steps
167
Chapter 14 Capacity Management in a Project Context 169
Capacity Plans as Project Deliverables
169
Adding Capacity Requirements in Project Definition
170
Considering Capacity and Performance in the System Architecture
171
Defining and Executing Capacity Test Cases
172
Building the Capacity Plan at Project Time
173
Testing and Estimating Capacity Utilization
173
Architecting for Capacity Growth
174
Engaging Capacity Management in the Project
175
Turning the Capacity Plan Over to Operations
177
When Capacity Management Has Been Engaged
177
When Capacity Management Was Not Engaged
178
Essentials of Operational Turnover
179
Summary and Next Steps
179
Chapter 15 Integrating Capacity Planning with IT Processes 181
Integrating with Availability Management
181
Process Linkage
182
Data Linkage
183
Benefits of Integration
183
Integrating with Configuration Management
183
Process Linkage
184
Data Linkage
184
Benefits of Integration
185
Integrating with Change Management
185
Process Linkage
186
Data Linkage
187
Benefits of Integration
187
Integrating with Incident Management
187
Process Linkage
188
Data Linkage
188
Benefits of Integration
189
Integrating with Service Continuity Management
190
Process Linkage
190
Data Linkage
191
Benefits of Integration
192
Integrating with Release and Deployment Management
192
Process Linkage
192
Benefits of Integration
193
Chapter Summary
193
Index 195