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Executive Summary
Challenge
The Information Technology Infrastructure Library version 3 (ITIL® V3) process framework
addresses the IT Service Management (ITSM) service lifecycle. The Service Lifecycle is an
organizational model providing insight into the structure of ITSM, with critical guidance
for IT organizations seeking to improve service quality and align closely with business to
create customer and business value.
However, ITIL V3 best practice guidelines for the five phases of the service lifecycle are
complex and challenging to interpret. Moreover, they do not provide definitive guidance
for implementing ITSM processes. Many IT organizations consequently undertake an ITIL
journey without firm goals or plans.
Too often overlooked, the ITIL Capacity Management process focuses on proactive
management of capacity and performance. It provides critical support for many other
processes, such as Availability, Service Level, Financial, Problem, and more. As such, it is a
critical process. The quality of an organization’s Capacity Management can make or break
its reputation with its customers.
Opportunity
Capacity Management seeks to optimize IT capacity to meet Service Level Agreements
(SLAs) in the most cost-effective manner. Capacity Management proactively ensures
that an IT infrastructure will meet both current and future business demands. Gathering
and analyzing relevant data, Capacity Management helps plan for upcoming needs and
optimize purchasing decisions—continuously balancing cost against capacity, and supply
against demand. CA has developed a unique approach to representing the ITIL framework
and its interdependent ITSM processes at a high level in the form of an easy-to-use
subway map. This map is an ideal starting point for understanding and communicating
about ITIL in support of successful planning and implementation.
Benefits
The CA Capacity Management process map enables IT organizations to manage by:
• Spending money on the right things at the right time
• Utilizing the systems and budget you have in the most effective manner
• Giving you the tools to proactively reduce system incidents and problems
• Increasing customer satisfaction
• Anticipating capacity requirements before business is adversely impacted
• Reducing the threat of service degradation through better resource management
• Diminishing the risk associated with changes to the IT infrastructure
Simplifying ITIL
The ITIL V3 process framework focuses on the service lifecycle and the structure and linkage
service management components. It embodies critical guidance for IT organizations that are
seeking to improve service quality and align more closely with business goals.
But, the ITIL V3 best-practice guidelines across the five phases of the service lifecycle are
complex and challenging to interpret. Moreover, they are not designed to provide definitive
advice about implementing IT Service Management (ITSM) processes. Many IT organizations
consequently undertake an ITIL journey without a firm idea of their goals and the path to
achieve those goals.
CA has developed a unique approach to charting the ITIL journey through a visual
representation of the ITIL framework and its interdependent ITSM processes modeled after an
urban subway system. This three-part map (Figure A) presents an easy-to-navigate, high-level
view of the ITIL terrain. IT executives, strategists and implementers can use these Service
Management process maps along with the family of CA Service Management process map
technology briefs that expand on them. The maps and technology briefs provide a common
reference point for understanding and communicating about ITIL and help you with program
planning and implementation.
How to Use the CA Service Management Process Maps
CA’s Service Management process maps (Figure A) illustrate every process (or track), each
activity (or station) and the key relationships that are relevant to navigating continuous IT
service improvement. The ITIL quality cycle takes the form of a “circle” with each Plan-DoCheck-Act
(P-D-C-A) step as a process integration point (junction) on the line. Junctions
serve both as reference points when assessing process maturity, and as a means to consider
the implications of implementing a process in isolation.
Strategic controls (Service Portfolio Management, Demand Management and Financial
Management) are needed to reduce risk and optimize integration across the service lifecycle,
as illustrated on the three points of the triangle centered in the P-D-C-A quality circle (seen
more easily in Figure B). These strategic controls help in evaluating, prioritizing and assuring
the appropriate levels of financial and human resources for existing and new services.
This paper is part of a series of Service Management Process Map technology briefs. Each brief
explains how to navigate a particular ITIL process journey, reviewing each process activity
that must be addressed in order to achieve process objectives. Along each journey careful
attention is paid to how technology plays a critical role in both integrating ITIL processes and
automating ITIL process activities.