Key Performance Indicators
Some of the KPIs and metrics that can be used to judge the efficiency and effectiveness of the Capacity Management activities should include:
The aim of the CMIS is to provide the relevant capacity and performance information to produce reports and support the Capacity Management process. These reports provide valuable information to many IT and Service Management processes. These reports should include the following.
For each component there should be a team of technical staff responsible for its control and management. Reports must be produced to illustrate how components are performing and how much of their maximum capacity is being used.
Reports and information must also be produced to illustrate how the service and its constituent components are performing with respect to their overall service targets and constraints. These reports will provide the basis of SLM and customer service reports.
Reports that show management and technical staff when the capacity and performance of a particular component or service becomes unacceptable are also a required from analysis of capacity data. Thresholds can be set for any component, service or measurement within the CMIS. An example threshold may be that processor percentage utilization for a particular server has breached 70% for three consecutive hours, or that the concurrent number of logged-in users exceeds the agreed limit.
In particular, exception reports are of interest to the SLM process in determining whether the targets in SLAs have been breached. Also the Incident and Problem Management processes may be able to use the exception reports in the resolution of incidents and problems.