Capacity and availability management (CMMI SVC 1.3 PA) Explained
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The document discusses capacity and availability management in IT and ITES services. It defines capacity as the maximum amount of service or requests a system can handle, and availability as the degree to which a service is accessible when needed. An example is provided of a call center whose capacity needs to increase to meet growing demand from clients. Good practices for capacity and availability management include periodically predicting demand, planning capacity to meet it, ensuring capacity is provided as planned, and studying the overall system performance.
Capacity and availability management (CMMI SVC 1.3 PA) Explained
- 1. CAPACITY AND AVAILABILITY MANAGEMENT & TEMPLATE ( IT AND ITES) Vishnuvarthanan Moorthy 12 Aug 15
- 2. CAPACITY AND AVAILABILITY - DEFINITIONS Capacity - The degree to which one thing can support, hold, process, or produce another thing. In the context of services, capacity can refer to the maximum amount of service delivery or maximum number of service requests that a service system can handle successfully within a fixed period of time. (CMMI SVC v1.3) Availability - The degree to which something is accessible and usable when needed. In the context of services, availability can refer to the set of times, places, and other circumstances in which services are to be delivered, service requests are to be honored, or other aspects of a service agreement are to be valid. Availability is a quality attribute. (CMMI SVC v1.3)
- 3. CAPACITY AND AVAILABILITY IN PLAIN ENGLISH Capacity – How much of the demand (or work arrival) can be met with the planned service system (people, system, network, etc), and based on that making improvements to ensure that the deviation is within threshold. Capacity to be kept in line with changing demand conditions, however it may not be possible to increase or decrease capacity for every change and that’s the reason for keeping the thresholds. A client may be able to see the capacity planning of a service organization, however an end user may not be. Availability – How much time the service system is available with the intended capacity (w.r.t every service system component) and any drop/downtime shall be improved. Mostly the availability is measured in terms of time angle. Any drop in availability would reduce the actual capacity to meet the demand, temporarily. Hence its important to ensure availability is maintained at high level. A continued reduced availability may warrant additional service components to increase
- 4. EXAMPLE OF CAPACITY AND AVAILABILITY Assume you are having a call center with 10 people and each can handle 10 calls in an hour. So you are expecting to have 100 calls attended, this is your initial system ability. Also you have adequate telephone, computing machine and bandwidth to support these calls. You have 14 hours * 5 days support a week. Which means that you have an availability defined for equivalent value. The business of your client is increased, because of that suddenly you see 200 calls comes in an hour. He has also expanded to multiple countries which are geographically separated. Can your 10 people handle 200 calls, what happens to actual demand with your existing capacity? Can multiple regions are supported by 14*5 call center or do you want to increase the service window for longer period to accommodate them? And so many other questions… Capacity should be Dynamic enough to meet the Demand, if not the purpose is not served!
- 5. EXAMPLE OF CAPACITY AND AVAILABILITY - CONTINUED Technically you would be increasing your capacity (processing ability of service system) when the demand increases beyond a limit. In addition you may continue with same availability level or when needed you can increase the availability. However you may not be able to increase it beyond 24*7 (I hope ) for the service components. Capacity at the beginning of a given period may be checked with the planned leaves, planned interruptions, etc and derived with Net Planned Capacity. This value in most of the cases will be lesser than the Planned Capacity. Inflow plays important role in establishing the demand and that influences the Capacity. Hence its important to predict the inflow. In smaller organizations, we may just study the trend and may decide the demand to be met. In this case considering the demand is increased, the capacity can be designed to meet the demand. So we may opt to place 20 resources instead of 10 and may increase the capacity of Service Components.
- 6. CAPACITY AND AVAILABILITY Actual capacity made available in any given period- This could be same as Standard/Planned Capacity or could be Lower Demand by Time Probable Increased Standard Capacity to meet Demand Initial Planned/Agreed/Stand ard Capacity to Meet demandPlanned Capacity in a given Period – Excluding Planned Interruption (can be more than Standard Capacity) Planned Availability Increased Availability Actual Availability Purpose of capacity is to meet demand & purpose of Availability is to Ensure Capacity is available all agreed times.
- 7. MEASURES OF CAPACITY AND AVAILABILITY Typically capacity measures are identified with planning aspect, utilization aspect and ability to meet demand. Similarly availability measures are identified with planning and ability to meet demand. Capacity Measures Availability Measures Planned Capacity % = Net Planned Capacity/ Planned Capacity Planned Availability % = Net planned Availability/ Planned Availability Capacity Utilization % = Actual Capacity/Planned Capacity Planned Availability % = Actual Availability/ Planned Availability Capacity Met % = Actual workload Equivalent/Actual Capacity NA In addition, Overall Service System’s Capacity and Availability is calculated by multiplying all the values of Human and Infra components with Relevant Weightage.
- 8. GOOD PRACTICES Predict the Demand Periodically Plan the capacity in alignment with Prediction and actuals observed in the past Revise the standard Capacity when the periodical planned capacity is significantly(>10%) higher or lower for a quarter or Half yearly. Ensure the Planned Capacity is Provided (actual Capacity is same as planned Capacity) Ensure Demand Met by your capacity is around 100% in most of the times ( + or – 10%) Ensure Availability is calculated in Calendar Hours and when multiple components are involved , you may multiply and compare with actuals. Availability should be compared with ensuring, whatever is the planned capacity for the period. Study the System Performance Overall and not individually on Infra and Human. End of the day, Meeting the Demand in an effective manner with Appropriate Spending is the Purpose of Capacity and Availability!
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- 10. THANK YOU!