9/7/2016

CMMIforServicesOnlineTechnicalReferencefromTrinityManagementConsultantsLimited

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CMMIforServices
CapacityandAvailabilityManagement
SpecificGoalandPracticeSummary
SG1PrepareforCapacityandAvailabilityManagement
SP1.1EstablishaCapacityandAvailabilityManagementStrategy
SP1.2SelectMeasuresandAnalyticTechniques
SP1.3EstablishServiceSystemRepresentations
SG2MonitorandAnalyzeCapacityandAvailability
SP2.1MonitorandAnalyzeCapacity
SP2.2MonitorandAnalyzeAvailability
SP2.3ReportCapacityandAvailabilityManagementData

AProjectandWorkManagementProcessAreaatMaturityLevel3
Purpose
ThepurposeofCapacityandAvailabilityManagement(CAM)istoensureeffectiveservicesystemperformanceandensurethatresourcesareprovided
andusedeffectivelytosupportservicerequirements.
IntroductoryNotes
TheCapacityandAvailabilityManagementprocessareainvolvesestablishingandmaintainingcapacityandavailabilityatajustifiablecostandwithan
efficientuseofresources.Capacityandavailabilitymanagementactivitiescanbeperformedatdifferentlevelsoftheorganization,includingacross
differentservices.
TheCapacityandAvailabilityManagementprocessareainvolvesthefollowingactivities:
Establishingandmaintainingacapacityandavailabilitymanagementstrategy
Providingandallocatingresourcesappropriately
Monitoring,analyzing,understanding,andreportingoncurrentandfuturedemandforservices,useofresources,capacity,servicesystemperformance,
andserviceavailability
Determiningcorrectiveactionstoensureappropriatecapacityandavailabilitywhilebalancingcostsagainstresourcesneededandsupplyagainst
demand
Capacityisthedegreetowhichonethingcansupport,hold,process,orproduceanotherthing.Inthecontextofservices,capacitycanrefertothe
maximumamountofservicedeliveryormaximumnumberofservicerequeststhataservicesystemcanhandlesuccessfullywithinafixedperiodoftime.
Capacityisaqualityattribute.Thedefinitionandmeasurementofcapacitycandifferfordifferenttypesofservicesandservicesystemsandcanbedefined
intheserviceagreement.Inaddition,capacitydefinitionsandmeasurescanbederivedfromserviceagreements,ratherthanreflectedthere.Iftheservice
agreementhasnoexplicitcapacityrequirements,itmaystillimplyderivedcapacityrequirementsfortheserviceorservicesystem.Forsomeservices,
capacitycanbethemaximumsize,volume,orthroughputofservicesystemcomponents.
Examplesofcapacityincludethefollowing:
Numberofvehiclesrequiringmaintenancethatcanbereceivedonthemaintenancepremiseswithina24hourperiod
Numberofloanapplicationformsthatcanbeprocessedwithinan8hourperiod
Sizeorvolumeofadiskdrive
Squarefeetoffloorspacethatcanbecleanedperhour
Numberofpoundsthataloadercanholdatonetime
Totalamountoffluidthatcanbeabsorbedbyaservicesystemcomponent
Numberofcallsperdaythatcanbehandledbyacallcenter
Numberofappraisalsthatcanbeperformedperyear
Aspartofestablishingthecapacityandavailabilitymanagementstrategy,thefollowingaredetermined:
Resourcesappropriatetomanage
Aspectsoftheservicesystemthataffectserviceavailabilityandshouldbemeasured,monitored,analyzed,andmanaged
Examplesofresourcesincludestaff,hardware,power,andavailablespace.
Availabilityisthedegreetowhichsomethingisaccessibleandusablewhenneeded.Inthecontextofservices,availabilitycanrefertothesetoftimes,
places,andothercircumstancesinwhichservicesaretobedelivered,servicerequestsaretobehonored,orotheraspectsofaserviceagreementareto
bevalid.Availabilityisaqualityattribute.Differentworkgroupscanhavedifferentdefinitionsandmeasurementsofavailabilityfordifferenttypesof
servicesandservicesystemsandforvariousperspectivesofavailability(e.g.,businessperspective,enduserperspective,customerperspective,service
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providerperspective).Thedefinitionofavailabilityrequiresanunderstandingofhowservicesystemcomponentssupportservicerequirementsfor
availability,whichcanbedefinedintheserviceagreement.Inaddition,availabilityrequirementsandmeasurescanbothdependonandaffectother
closelyrelatedqualityattributerequirements,suchasmaintainability,reliability,sustainability,andsecurity.
Examplesofservicesystemcomponentsforwhichavailabilitycanbeaconcernincludethefollowing:
Anesthesiaequipment
Cafeteriastaff
Maintenancesupplies
Transportationcomponents(e.g.,cabs,buses,trucks,drivers)
Callcenterstaff
Leadappraisers
Availabilityisoneofthemostvisibleindicatorsofservicequalityintheeyesoftheenduserandcustomer.Forsomeservices,understandingthe
relationshipsamongattributessuchasreliabilityandmaintainabilityandavailabilityisimportanttomanagingavailability.
Availabilityofservicescandependonthefollowing:
Availabilityofservicesystemcomponents
Resilienceoftheservicesystemtofailure
Qualityofthemaintenanceperformedontheservicesystem
Qualityofthesupportprovidedtotheservicesystem
Effectivenessofserviceprocesses
Securitypractices
Capacitymanagementisfocusedonhowbesttoprovideresourcestomeetservicerequirements.Availabilitymanagementisfocusedondeliveringa
sustainedlevelofavailabilitytomeetservicerequirements.However,atahighlevel,manyofthebestpracticesforcapacitymanagementandavailability
managementaresimilarenoughtobecombined,andtheybecomecloselycoupled.Capacitymanagementprovidesthemeansforachievingsustained
availabilitytomeetservicerequirements.(Forsomeservices,itprovidessparecapacityandresilienceaswell.)
Thesimultaneousproductionandconsumptionofservicesisoneoftheuniquecharacteristicsofservices.Thischaracteristicpresentssomechallenges
formanagingthecapacityandavailabilityofservices.Ifthecapacityandavailabilitytoprovidetheserviceisnotpresentwhendemandoccurs,the
customermustwait,resultingincostsofonekindoranother(e.g.,lowercustomersatisfaction,lostbusinessascustomersgiveuponwaiting,financial
penalties).Costscanalsobeassociatedwithexcesscapacitywhenestimateddemanddoesnotoccur(e.g.,costofstaffonthepayrollsittingidle,
purchasingcostsofexcesscapacity).
Examplesofcapacitymanagementchallengesincludethefollowing:
Providingenoughandtherightkindofhotelroomstomeetdemandwithoutdoublebookingorendingupwithemptyhotelrooms
Providingenoughbaggagehandlersforthevolumeoftravelersatanairportwithouthavingexcessoridlebaggagehandlers
Examplesofavailabilitymanagementchallengesincludethefollowing:
Ensuringthatlandscapingservicesaredelivered,landscapingequipmentismaintained,andlandscapingstaffareabletotakedaysoff(e.g.,holidays,
annualleave)asdefinedinrelevantagreements
Monitoringthereliabilityoflandscapingequipmentandstaff(e.g.,theabsenteerateamonglandscapingstaffmembers)
Determiningcorrectiveactionwhenserviceavailabilitydropsbelowlevelsintheserviceagreement
Capacityandavailabilitymanagementincludesestablishingservicesystemrepresentationsandusingtheserepresentationsforthefollowing:
Supportingnegotiationofappropriateserviceagreements
Planning
Makingdecisions
Consideringcorrectiveactions
Providingandallocatingresourcestomeetcurrentandfutureservicerequirements
Servicesystemrepresentations,suchasmodels,simulations,diagrams,maps,andprototypes,provideinsightintohowaservicesystemwillbehave
givenspecificworkvolumesandvarieties.Theserepresentationscanbebuiltusingspreadsheets,commercialofftheshelf(COTS)tools(e.g.,simulation
packages),ortoolsdevelopedinhouse.Forsomeservices,therepresentationscanbeknownashistoricalbaselines,trendanalyses,analyticalmodels,
analysisofwaitingtimesinqueues,simulationmodels,statisticalmodels(e.g.,regressionmodels,timeseriesmodels),causalmodels(e.g.,probabilistic
networks),orapplicationsizing.
Thescopeofcapacityandavailabilitymanagementcanbeoneservicesystemormultipleservicesystems.Iftheserviceproviderisoperatingmultiple
servicesystems,capacityandavailabilitymanagementprocessescanbeperformedindependentlyoneachdiscreteservicesystembuttheorganization
mayrealizereducedvalue.
RelatedProcessAreas
RefertotheIncidentResolutionandPreventionprocessareaformoreinformationaboutidentifying,controlling,andaddressingincidents.
RefertotheServiceContinuityprocessareaformoreinformationaboutestablishingandmaintainingplanstoensurecontinuityofservicesduringand
followinganysignificantdisruptionofnormaloperations.
RefertotheServiceDeliveryprocessareaformoreinformationaboutmaintainingtheservicesystem.
SSDAddition
RefertotheServiceSystemDevelopmentprocessareaformoreinformationaboutdevelopingservicesystems.
RefertotheStrategicServiceManagementprocessareaformoreinformationaboutestablishingstrategicneedsandplansforstandardservices.
RefertotheMeasurementandAnalysisprocessareaformoreinformationaboutspecifyingmeasures.

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RefertotheWorkPlanningprocessareaformoreinformationaboutestablishingtheservicestrategyanddevelopingaworkplan.

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