Summary

Monitor and analyze capacity against thresholds.

Description

The use of each service resource is documented as well as the use of each resource by each service (i.e., the extent or degree of use by each service for a given service resource). The impact of service component failures on resources is analyzed.

It can be appropriate for some services to monitor use of surge capacity or “reach-back” resources and determine whether corrective actions are needed such as adjustments to resources provided, adjustments to thresholds, or adjustments to descriptions of the normal use of service resources and service system performance.

The need for corrective actions can be identified as a result of monitoring and analyzing capacity and availability or in response to service incidents, change requests, changes to service requirements (current and future) or to improve service system performance or prevent breaches of the service agreement.

Refer to the Measurement and Analysis (MA) (CMMI-SVC) process area for more information about specifying data collection and storage procedures.


Example Work Products



  1. Service resource use data
  2. Growth analysis of service use
  3. List of resources not used as estimated


Subpractices



1. Monitor the use of service resources against thresholds, descriptions of normal use, and service system performance.

Refer to the Work Monitoring and Control (WMC) (CMMI-SVC) process area for more information about monitoring work planning parameters.



2. Monitor service response times.

3. Identify breaches of thresholds and exception conditions.

Breaches of thresholds and exception conditions can constitute or indicate an incident. Refer to the Incident Resolution and Prevention process area for more information about identifying, controlling, and addressing incidents.

Refer to the Service Delivery (SD) (CMMI-SVC) process area for more information about operating the service system.



4. Determine the corrective action to be taken.

Corrective actions include adjustments to resources and services to prevent performance problems or improve service performance. Adjustments can be automated, performed manually, or both.

 

Examples of corrective actions include the following:
  • Rebalancing workload among resources
  • Improving service system processes to allow for greater productivity, efficiency, and effectiveness
  • Improving service system design such as making use of new technologies to allow for greater productivity, efficiency, or effectiveness
  • Adding capacity to the service system such as adding nurses, servers, or phone lines
  • Tuning to optimize and improve capacity or service system performance
  • Adjusting service requirements
  • Improving the use of service resources through demand management techniques


 

SSD Addition
Refer to the Service System Development (SSD) (CMMI-SVC) process area for more information about developing service systems.


Refer to the Work Monitoring and Control (WMC) (CMMI-SVC) process area for more information about managing corrective action to closure.



5. Estimate future changes (either growth or reduction) in the use of resources and services.

Methods and tools for estimating service system behavior include trend analysis, analytical modeling, simulation modeling, baseline models, and application sizing.

Estimates of growth in the use of resources can be based on collected capacity and availability data, estimated service requirements, and service system representations.



6. Store capacity and availability data, specifications, analysis results, and monitoring data.