Capacity Plan
ISO20000 Toolkit: Version 10 ©CertiKit
Capacity Plan
Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text, and certain generic terms, see the Completion Instructions document.
Purpose of this document The Capacity Plan sets out the actions that must be taken in order to ensure there is sufficient capacity to provide the services within the scope of the SMS.
Areas of the standard addressed The following areas of the ISO/IEC 20000:2018 standard are addressed by this document: •
8. Operation of the service management system o 8.4 Supply and demand ▪ 8.4.3 Capacity management
General guidance The definition of capacity management taken by the ISO/IEC 20000 standard is a fairly wide one which includes human, technical, information and financial resources involved in the provision of the services. Because of this a traditional capacity plan which covers only technical resources such as CPU and disk space will fall short of the requirement. The headings in this document are taken from the standard and we would recommend that none are removed for this reason.
Review frequency We would recommend that this document is reviewed annually in line with the budgeting cycle.
Document fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”. Version 1
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To update this field (and any others that may exist in this document): 1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name. 2. Press Ctrl A on the keyboard to select all text in the document (or use Select, Select All via the Editing header on the Home tab). 3. Press F9 on the keyboard to update all fields. 4. When prompted, choose the option to just update TOC page numbers. If you wish to permanently convert the fields in this document to text, for instance, so that they are no longer updateable, you will need to click into each occurrence of the field and press Ctrl Shift F9. If you would like to make all fields in the document visible, go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check you have updated all fields correctly. Further detail on the above procedure can be found in the toolkit Completion Instructions. This document also contains guidance on working with the toolkit documents with an Apple Mac, and in Google Docs/Sheets.
Copyright notice Except for any specifically identified third-party works included, this document has been authored by CertiKit, and is ©CertiKit except as stated below. CertiKit is a company registered in England and Wales with company number 6432088.
Licence terms This document is licensed on and subject to the standard licence terms of CertiKit, available on request, or by download from our website. All other rights are reserved. Unless you have purchased this product you only have an evaluation licence. If this product was purchased, a full licence is granted to the person identified as the licensee in the relevant purchase order. The standard licence terms include special terms relating to any third-party copyright included in this document.
Disclaimer Please Note: Your use of and reliance on this document template is at your sole risk. Document templates are intended to be used as a starting point only from which you will
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create your own document and to which you will apply all reasonable quality checks before use. Therefore, please note that it is your responsibility to ensure that the content of any document you create that is based on our templates is correct and appropriate for your needs and complies with relevant laws in your country. You should take all reasonable and proper legal and other professional advice before using this document. CertiKit makes no claims, promises, or guarantees about the accuracy, completeness or adequacy of our document templates; assumes no duty of care to any person with respect its document templates or their contents; and expressly excludes and disclaims liability for any cost, expense, loss or damage suffered or incurred in reliance on our document templates, or in expectation of our document templates meeting your needs, including (without limitation) as a result of misstatements, errors and omissions in their contents.
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Capacity Plan: mm/yyyy
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DOCUMENT REF
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VERSION
1
DATED
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DOCUMENT AUTHOR
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DOCUMENT OWNER
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Revision history VERSION
DATE
REVISION AUTHOR
SUMMARY OF CHANGES
Distribution NAME
TITLE
Approval NAME
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POSITION
SIGNATURE
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Contents 1
2
3
Introduction ............................................................................................................... 8 1.1
Scope of the plan ......................................................................................................... 8
1.2
Methods used .............................................................................................................. 8
1.3
Assumptions made ...................................................................................................... 8
Current and forecast demand for services .................................................................. 9 2.1
Changes affecting capacity requirements ...................................................................... 9
2.2
Trends ......................................................................................................................... 9
2.3
Impact of agreed availability, service continuity and service level requirements .......... 10
Service and resource summary and recommendations ............................................. 11 3.1
Service upgrades ........................................................................................................ 12
3.2
Impact of new technologies and new techniques ........................................................ 12
3.3
Predictive analysis ..................................................................................................... 12
3.4
Other recommendations ............................................................................................ 12
Tables Table 1: Recommendations ........................................................................................................ 11 Table 2: Service upgrades ........................................................................................................... 12
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1 Introduction This capacity plan addresses the capacity needs of [Organization Name] and the current ability of the infrastructure to meet them. It makes recommendations for adjusting current capacity in line with future requirements before any thresholds are reached and service is affected.
1.1 Scope of the plan This document represents the capacity plan for the key services supported by [Organization Name] over the 12-month period starting in mm/yyyy. As such, it takes into account the predicted future demands from users and balances them with the current utilisation of the various components of the service such as servers and network infrastructure in order to arrive at a recommended plan of action to ensure that service is maintained. It is intended to develop the tools and methods used during yyyy to allow more accurate recording of current usage and forecasting of future needs.
1.2 Methods used Information concerning future usage of key services is collected by the demand management process and as part of the regular service review process and is a standard item on the agenda of each meeting. Customers are asked to highlight any known increases or decreases in the usage of existing services and any other business events likely to impact on the effective provision of service. Data regarding the current usage of technical resources is collected via a number of monitoring tools (such as Performance Monitor and HP Insight Manager on Windows and CloudWatch on AWS) and is analysed quarterly to identify trends.
1.3 Assumptions made In preparing this plan, the following assumptions have been made: • •
Forecasts of future use are accurate, both in terms of timing and degree of change Measurements of current capacity usage are representative of typical demand
These assumptions will be reviewed on a regular basis to assess their continued validity.
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2 Current and forecast demand for services There are a number of key business, technical, statutory, regulatory and contractual aspects that could potentially have an impact upon the capacity of the service in the timeframe under consideration.
2.1 Changes affecting capacity requirements The following changes are expected to have an impact on the capacity that needs to be provided over the next 12 months: • •
• •
The implementation of <new system> in mm/yyyy. This runs on a new server that has been sized appropriately by the supplier and so is not expected to have any significant impact upon the existing infrastructure The expansion of mobile working. This will expand from its current pilot level of around x to a maximum of around y users over the next x months, although this traffic will largely run across the internet and into a purpose-built mobile working server which has been sized for the maximum Further rollout of the [existing] system to additional departments Various office moves – the number of users will not change but there will be an increased concentration of users in the larger offices. These offices and the data links between them have been sized to cope with this increase.
Each of these issues may have an impact not only on infrastructure but also on the support capacity within [Organization Name].
2.2 Trends In addition to these there are some general trends that will have an impact upon the available capacity. These are: • • • •
Increased use of cloud infrastructure services, mainly PaaS and SaaS, and the adoption of the elastic capability of cloud service provision Increasing use of the web site by customers The trend toward working from home by [Organization Name] staff Bring Your Own Device
These areas will be monitored over time to see how they develop.
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2.3 Impact of agreed availability, service continuity and service level requirements The following revisions to previously documented requirements for service availability, continuity and service levels have been agreed and are considered here in terms of their impact on capacity: â&#x20AC;˘ â&#x20AC;˘
The [XYZ] system will now require to be hosted in the cloud across multiple availability zones (AZ) in order to provide the agreed availability of 99.9% Target response times for the [ABC] system have been reduced from 5 to 3 seconds due to the need to respond quickly to phone enquiries
These requirements will be considered in determining the capacity required to support the relevant services.
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3 Service and resource summary and recommendations The following table summarises the current capacity usage of the key components of [Organization Name] IT services, changes forecast over the current financial year, and recommendations for change made to ensure that sufficient capacity is provided to cope with the changes expected.
RESOURCE NAME
DESCRIPTION
SERVICE(S)
CURRENT UTILISATION
FORECAST
RECS
PRIORITY
<server name>
Live Database Server
<service name>
CPU â&#x20AC;&#x201C; Above threshold
15% increase due to rollout of app to further departments
Add third processor
MEDIUM
Virtual server group 3
Cloud compute resources
[XYZ] SaaS application
4 servers at peak load
25% increase due to increase in customer demand
Increase autoscaling max servers to 6
HIGH
Specialist support staff
FTEs involved in secondline support
[ABC]
High
50% increase in demands on this team
Recruit an additional member of staff
HIGH
Table 1: Recommendations
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3.1 Service upgrades The following service upgrades have been identified within the timeframe covered by this capacity plan.
RESOURCE
UPGRADE REQUIRED
THRESHOLD
TIMESCALE
COST P.A.
Virtual server group 3
Increase autoscaling max servers to 6
Already reached
2 weeks
ÂŁxx,xxx
Specialist support staff
1 x FTE
Already reached
3 months
ÂŁxx,xxx
Table 2: Service upgrades
3.2 Impact of new technologies and new techniques Server virtualisation is increasingly used within [Organization Name] as a means of consolidating several physical servers onto fewer platforms. This process will require a careful assessment of the capacity implications of doing this. Cloud storage will have the effect of reducing our requirements for backup space and staff time in taking tapes offsite.
3.3 Predictive analysis Currently few tools exist to allow accurate predictive analysis to be carried out beyond a basic level. This area will be looked at in the longer term. In the meantime, this will take the form of extrapolation of identifiable trends to pinpoint when thresholds on resources such as disk space will be breached.
3.4 Other recommendations The following additional recommendations are made as a result of this review: 1. The upgrades listed in section 4 should be procured to the timescales given 2. A review of tools capable of providing information concerning WAN and LAN utilisation should be undertaken in order to identify a cost-effective solution 3. Additional services should be incorporated into this plan as soon as possible e.g. [more cloud services, Exchange, file and print.]
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