Authors:
Thomas Jirku
1
and
Peter Reichl
2
Affiliations:
1
University of Applied Sciences “Technikum”, Austria
;
2
Telecommunications Research Center Vienna (ftw.), Austria
Keyword(s):
IT Service Management, ITIL, Capacity Management.
Related
Ontology
Subjects/Areas/Topics:
Artificial Intelligence
;
Business Process Management
;
e-Business
;
Enterprise Engineering
;
Enterprise Information Systems
;
Information Engineering Methodologies
;
Information Systems Analysis and Specification
;
Knowledge Management and Information Sharing
;
Knowledge-Based Systems
;
Modeling Concepts and Information Integration Tools
;
Symbolic Systems
Abstract:
Maintaining the balance between keeping the IT continuously running and at the same time enhancing the quality of the services and responding with increasing agility towards changing business needs under the usual budget constraints is one of the core challenges for IT service management. Over the last years, ITIL has become the de facto standard best practice recommendation for this purpose. Among the 10 different ITIL disciplines, capacity management is one of the most important ones. However, the ITIL perspective is restricted towards describing the current state of an IT system. In this paper, we propose to go a step ahead and turn capacity management into a proactive discipline for managing IT infrastructure. To this end, we discuss requirements on a platform-independent capacity data base and present a case study which shows how to simplify its performance evaluation through an approximation approach. Finally, we draw a couple of practical conclusions and describe further steps
towards a capacity management which allows to deal proactively with potential problems and bottlenecks.
(More)