Objectives

The course builds on the general principles, covered as part of the ITIL Service Management Essentials course. It provides practical guidance on the design, implementation and integration of an ITIL-based Capacity Management process, within the context of an organisation's overall business-focussed Services Framework.

Who Should Attend

The course is suitable for anyone involved in, or becoming involved in, a Capacity Management role, and offers a natural career development path for practitioner staff who already hold the ISEB/EXIN Foundation Certificate.

Skills Gained

• How to manage the current and future capacity requirements of the business
• Making Capacity Management the focal point for all IT capacity and performance issues
• Aligning the Capacity Management process to the business requirements
• Resource Capacity Management - optimising the utilisation of the components
• Service Capacity Management - matching the Service Level targets
• Business Capacity Management - planning for the present and the future
• Monitoring, analysis and tuning - looking to improve performance
• Modelling and application sizing
• Demand Management - influencing how resources are used
• Production of the Capacity Plan
• Costs, benefits and problems
• Planning and Implementation
• The responsibilities of the Capacity Management process
• Reviewing the process
• Critical success factors and key performance indicators (KPIs)
• Interfaces with other Service Management processes.

Prerequisites

ISEB/EXIN Foundation Certificate

Course Content

• How to manage the current and future capacity requirements of the business
• Making Capacity Management the focal point for all IT capacity and performance issues
• Aligning the Capacity Management process to the business requirements
• Resource Capacity Management - optimising the utilisation of the components
• Service Capacity Management - matching the Service Level targets

• Business Capacity Management - planning for the present and the future
• Monitoring, analysis and tuning - looking to improve performance
• Modelling and application sizing
• Demand Management - influencing how resources are used
• Production of the Capacity Plan
• Costs, benefits and problems
• Planning and Implementation

• The responsibilities of the Capacity Management process
• Reviewing the process
• Critical success factors and key performance indicators (KPIs)
• Interfaces with other Service Management processes.