MANAGEMENT
GUIDELINES
Goals and Metrics
AI2 Availability, continuity and recovery specification
AI3 System monitoring requirements
DS1 SLAs
Performance and capacity information PO2 PO3
Performance and capacity plan (requirements) PO5 AI1 AI3 ME1
Required changes AI6
Process performance reports ME1
• Frequency of performance and capacity forecasting
• Percent of assets included in capacity reviews
• Percent of assets monitored through centralised tool(s)
• Number of hours lost per user per month due to insufficient capacity planning • Number of critical business processes not
covered by a defined service availability plan
• Peak load and overall utilisation rates • Percent of peaks where target utilisation
is exceeded
• Percent of response-time SLAs not met • Transaction failure rate
Activities
• Planning and providing system capacity and availability
• Monitoring and reporting system performance
• Modelling and forecasting system performance
IT
• Respond to business requirements in alignment with the business strategy. • Make sure that IT services are available
as required.
• Optimise the IT infrastructure, resources and capabilities.
Process
• Monitor and measure peak load and transaction response times. • Meet response-time SLAs. • Minimise transaction failures. • Minimise downtime.
• Optimise utilisation of IT resources. Activities
RACI Chart Functions
CEO CFO Business ExecutiveCIO Business Process OwnerHead Oper ations
Chief Ar chitect
Head DevelopmentHead IT Administr ation
PMO Compliance, Audit,
Risk and Security
Establish a planning process for the review of performance and capacity of
IT resources. A R C C C C
Review current IT resources’ performance and capacity. C I A/R C C C Conduct IT resources’ performance and capacity forecasting. C C A/R C C C C Conduct gap analysis to identify IT resources mismatches. C I A/R R C C I Conduct contingency planning for potential IT resources unavailability. C I A/R C C I C Continuously monitor and report the availability, performance and capacity of
IT resources. I I A/R I I I I
A RACI chart identifies who is Responsible, Accountable, Consulted and/or Informed.
DS3 Manage Performance and Capacity
Deliver and Support
Manage Performance and Capacity
DS3
From Inputs
Outputs
To
measure measure measure
drive drive
set set
Goals
DS3 Manage Performance and Capacity
Management of the process of Manage performance and capacity that satisfies the business requirement for IT of optimising the performance of IT infrastructure, resources and capabilities in response to business needs is: 0 Non-existent when
Management does not recognise that key business processes may require high levels of performance from IT or that the overall business need for IT services may exceed capacity. There is no capacity planning process in place.
1 Initial/Ad Hocwhen
Users devise workarounds for performance and capacity constraints. There is very little appreciation of the need for capacity and performance planning by the owners of the business processes. Action taken toward managing performance and capacity is typically reactive. The process for planning capacity and performance is informal. The understanding of current and future capacity and performance of IT resources is limited.
2 Repeatable but Intuitive when
Business and IT management are aware of the impact of not managing performance and capacity. Performance needs are generally met based on assessments of individual systems and the knowledge of support and project teams. Some individual tools may be used to diagnose performance and capacity problems, but the consistency of results is dependent on the expertise of key individuals. There is no overall assessment of the IT performance capability or consideration of peak and worst-case loading situations.
Availability problems are likely to occur in an unexpected and random fashion and take considerable time to diagnose and correct. Any performance measurement is based primarily on IT needs and not on customer needs.
3 Defined when
Performance and capacity requirements are defined throughout the system life cycle. There are defined service level requirements and metrics that can be used to measure operational performance. Future performance and capacity requirements are modelled following a defined process. Reports are produced giving performance statistics. Performance- and capacity-related problems are still likely to occur and be time-consuming to correct. Despite published service levels, users and customers may feel sceptical about the service capability.
4 Managed and Measurable when
Processes and tools are available to measure system usage, performance and capacity, and results are compared to defined goals. Up-to-date information is available, giving standardised performance statistics and alerting incidents caused by insufficient performance and capacity. Insufficient performance and capacity issues are dealt with according to defined and standardised procedures. Automated tools are used to monitor specific resources, such as disk space, networks, servers and network gateways. Performance and capacity statistics are reported in business process terms, so users and customers understand IT service levels. Users feel generally satisfied with the current service capability and may demand new and improved availability levels. Metrics for measuring IT performance and capacity are agreed upon but may be only sporadically and inconsistently applied.
5 Optimised when
The performance and capacity plans are fully synchronised with the business demand forecasts. The IT infrastructure and business demand are subject to regular reviews to ensure that optimum capacity is achieved at the lowest possible cost. Tools for monitoring critical IT resources are standardised and used across platforms and linked to an organisationwide incident management system. Monitoring tools detect and can automatically correct performance- and capacity-related issues. Trend analysis is performed and shows imminent performance problems caused by increased business volumes, enabling planning and avoidance of unexpected issues. Metrics for measuring IT performance and capacity have been fine-tuned into outcome measures and performance indicators for all critical business processes and are consistently measured. Management adjusts the planning for performance and capacity following analysis of these measures.
MATURITY
MODEL
© 2007 IT Governance Institute. All rights reserved. www.itgi.org 112
Deliver and Support
Manage Performance and Capacity
PROCESS
DESCRIPTION
Control over the IT process of Ensure continuous service
that satisfies the business requirement for IT of
ensuring minimal business impact in the event of an IT service interruption by focusing on
building resilience into automated solutions and developing, maintaining and testing IT continuity plans
is achieved by
• Developing and maintaining (improving) IT contingency • Training on and testing IT contingency plans
• Storing copies of contingency plans and data at offsite locations and is measured by
• Number of hours lost per user per month due to unplanned outages • Number of business-critical processes relying on IT not covered by
the IT continuity plan