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4. Financial data;
5. Capacity utilisation data.
The following information can be compiled from the CDB:
1. Service and components report (capacity utilisation);
2. Exception reports;
3. Capacity and planning data (forecasts).
Demand Management Business requirements and growth expectations
based on business development are determined by means of demand
management. Business plans and business strategies form the basis for this.
Workload Management The IT services are adapted (expanded, service
times adapted, optimised
etc.) on the basis of demand management. Techniques used for this include
trend analysis, simulation, and baseline method.
Resource Management Administration and procurement of resources
(finances, physical resources, and employees)
Performance Management Monitoring, checking and regulating (e.g. by
prioritising) service performance Capacity Plan
The capacity plan contains:
� Actual capacity utilisation;
� Desired capacity utilisation;
� Basis for budget planning.
� Improved economy in the production of goods and services through
better utilisation of the resources used.
� Reduction in the probability of capacity bottlenecks occurring;
� Better use of available resources;
� Basis for monitoring capacity costs and thus early detection of step
� Improvement in customer relationships;
� More precise definition of performance requirements;
� More precise forecasting concerning the expected performance
behaviour of systems;
� More efficient use of employees;
� Better structured procurement of hardware expansions;
� Improved understanding of the interrelationship between performance
problems and capacity problems.
Key Performance Indicator
� Workload of IT services;
� Reserves;
� Number of bottlenecks;
� Capacity utilisation rate of human resources and systems;
� Costs: economic use of resources;
� Ability to meet deadlines when providing resources.
Availability Management
Objective Using availability
management, ensure the availability of IT services as specified by the
Description Availability management
provides for reliable access to IT services. Availability means that the
customer will always receive the expected services when they are needed.
Good availability requires a low error or failure rate. If there is an incident or
malfunction, it has to be rectified quickly. Furthermore, availability
management ensures that maximum benefit is gained from the existing IT
infrastructure and services. Such maximum benefit is ensured by reliability of
the services, and the ability to service and Design the IT infrastructure.
Determine availability requirements;
� Prepare availability forecasts and plan the required measures;
� Prepare an availability plan;
� Determine the actual availability;
� Prepare reports;
� Improve the agreed availability. Improvement of availability, for
example, is achieved by applying the following methods:
� CFIA component failure impact analysis;
� Fault-tree analysis;
� CRAMM: risk analysis with a counter-measure plan;
� SOA system outage analysis; structured cause analysis;
� Ongoing improvement in conjunction with support organizations.
1. Reliability (mean time between system incidents or MTBSI) Reliability
is the capacity to Design operational services. Maintenance or
restoration of services takes place in the following steps:
o Error prevention;
o Error detection (incidents); o
Error diagnosis (problems);
o Error repair (known errors);
o Restoration of the service.
Designability (mean time to repair or MTTR) Designability is the
ability to keep the services operational. Maintenance or restoration
of services takes place in the following steps:
o Error prevention;
o Error detection (incidents); o
Error diagnosis (problems);
o Error repair (known errors);
o Restoration of the service.
Serviceability describes the performance to which external suppliers
are committed in relation to certain components of the IT
infrastructure or services”
o MTTR mean time to repair (Designability);
o MTBF mean time between failures (availability);
o MTBSI mean time between systems incidents (reliability).
1. IT services are designed and controlled so that contracted availability
is achieved;
2. Service quality improves;
3. New systems become more economical;
4. The requirement for problem support diminishes;
5. Maintenance and down time are reduced;
6. Supplier performance is improved;
7. More detailed information is available for service level negotiations;
8. Existing IT resources are used more efficiently.
Key Performance Indicator
Costs can also be determined by assessing non-availability:
1. Productive time lost by customers;
2. Productive time lost by IT resources;
3. Income lost;
4. Overtime supplements for support teams;
5. Materials consumed;
Objective The objective of IT
continuity management is to safe the performance of services in any
eventuality based on planning and implementation of preventive
Description Enterprises depend to a
significant extent on the availability and functionality of the information
technology in use. Therefore, preparation for an eventuality, combined with
business continuity management, assumes ever greater importance, with the
specific goal of safeing the availability of services, taking preventative
measures to reduce the probability of failures and, if a catastrophic event
should occur, restoring services in the required time.
The IT continuity plan is always based on a higher-level business continuity
management plan (BCM). Strategic and business policy risk evaluation of IT
services has to be undertaken by business management. Feasibility and
expenditure are determined by IT; in the final analysis they thus have an
influence on the service level required.
Carry out risk analyses as part of business continuity management;
1. Prepare recovery plans for IT services;
2. Provide the required means;
3. Provide employee training;
4. Test and verify plans to be able to restore the services in an
emergency in the time required, safely and in a controlled way;
5. Keep the recovery plans up to date.
Options for eventuality planning:
1. Do nothing;
2. Manual conversion;
3. Mutual agreement;
4. Cold standby;
5. Warm Standby;
6. Hot Standby.
1. Risk: Risk refers to the possibility of suffering loss, damage,
disadvantage or destruction. It is thus the potential of undesirable
negative effects arising from an event.
2. Cold standby: A cold standby solution for the case of a disaster exists if
a suitable failure location is provided for an eventuality, but no
replacement plant is kept readily
3. Warm standby: in the case of a warm standby solution, bypass
systems for restarting IT services are available in a second location.
However, after an event has occurred, the data will first have to be
loaded before the service is available again.
4. Hot standby: In the case of a hot standby solution, the data on the
bypass environment is always kept up-to-date. In the case of an
event, this system is immediately available for the user to continue

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