Ensure that IT capacity is matched to the current and future agreed-upon needs of the jurisdiction, in a timely manner and at an appropriate cost.

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1 Manage Capacity Description Availability of adequate prevents incidents and service disruptions. Capacity provides assurance that information resources that support business requirements are continually available. This process area includes reviewing the current performance and capacity of IT resources periodically and forecasting future needs, based on workload, storage and contingency requirements. Value Ensures that the IT services that support the jurisdiction s business objectives have adequate capacity, when needed, but limit costs related to excess Goals Ensure that is matched to the current and future agreed-upon needs of the jurisdiction, in a timely manner and at an appropriate cost. Target Audience Primary IT Leadership Secondary School Administrators IT Staff Key Activities To achieve the goal of capacity for IT resources, the jurisdiction should document key activities, with clear roles and responsibilities assigned. Manage business capacity to ensure that the demand for IT services is considered and understood. Translate educational requirements and plans into requirements for services and IT infrastructure. Estimate future requirements for IT service capacity by using data on current resource usage and by developing trends, forecasts or models to predict changes, based on anticipated business events and growth. Manage service capacity to ensure that each service meets the agreed-upon capacity service targets. Manage, control and predict the end-to-end performance and capacity of operational IT services use and workloads. Ensure that the performance of all services, as detailed in service targets within Service Level Agreements (SLAs) and Service Level Requirements (SLRs), is monitored and measured, and that the collected data is recorded, analyzed and reported. Respond to changing demands to ensure that the performance of all services meets agreedupon educational requirements. Manage resource capacity to ensure that discrete service components, including infrastructure hardware and software, meet existing and future needs. Ensure that all components within the IT infrastructure that have finite resources are monitored and measured, and that the collected data is recorded, analyzed and reported. 134 School Technology Services Self-Evaluation Guide: IT Service Management

2 RACI Chart Activities Manage business Manage service Manage resource Roles Manage Capacity RACI Responsibilities Responsible the person or group who is responsible for performing a task Accountable the person who is held accountable for the task being complete (Ideally, accountability is assigned to only one role for each process.) Consulted the person or group communicated with prior to a task being performed Informed the parties who are notified about an activity before, during or after it is performed. School Technology Services Self-Evaluation Guide: IT Service Management 135

3 Maturity Model Manage Capacity Note: The required or desired level of maturity will vary between jurisdictions, based on the size, needs, costs, capability and alignment with the jurisdiction s strategic plan. It is not necessary to assume that any jurisdiction should be at a Level 5 in all or any of these activities. Attributes is aware of the need for a formal approach to. The need for a formal approach to is communicated inconsistently. is discussed in response to issues or requests for information from senior leadership. Communication to stakeholders about is sporadic and usually in response to issues. Senior leadership is aware of the need. understands the requirements. The need for is communicated consistently. is discussed periodically. Communication to stakeholders about occurs periodically. IT staff understand the requirements. commits resources to the development of a sound process. Communication to stakeholders about IT capacity occurs on a regular basis and in a formal way. and IT staff have a comprehensive understanding. Communication to stakeholders about the value of using IT capacity occurs on a regular basis and in a formal way. has an advanced and forward-looking understanding requirements. Communication to stakeholders about issues is formal and proactive, when possible. PEOPLE Awareness, Understanding and Communication 136 School Technology Services Self-Evaluation Guide: IT Service Management

4 Some knowledge exists in isolation. Minimum skills required to perform have not been identified. Training needs have not been identified. and IT staff have the skills and expertise to perform basic. Minimum skill requirements to perform basic have been identified. Training in is provided in response to emerging issues or requests from individuals. Skill requirements emphasize capacity at the component level. and IT staff have the skills and expertise to perform all key IT capacity Skill requirements for all aspects of IT capacity have been defined and documented. Skill requirements are differentiated for business, service and component capacity. A formal training plan has been developed. Formal training in IT capacity is available. and IT staff have the skills and expertise to perform all IT capacity Proficiency in critical aspects of IT capacity is ensured for individuals who perform these Skill requirements are reviewed and updated on a regular basis. Formal training for IT capacity is required for individuals who perform these Certification in IT capacity is encouraged for individuals who perform these Proficiency in all aspects is ensured for individuals who perform these The jurisdiction encourages formal training in, based upon personal and jurisdiction goals. External experts and industry leaders are engaged to provide guidance and input into. Manage Capacity PEOPLE (continued) Skills and Expertise School Technology Services Self-Evaluation Guide: IT Service Management 137

5 Allocation of responsibility is assumed or done in an ad hoc way. Allocation of responsibility and accountability is done informally. Accountability and responsibility for IT capacity have been formally assigned and documented. process owners have the level of authority required to fulfill their responsibilities. process owners are empowered to make decisions and to take action. Individuals assume responsibility. There is confusion about who is responsible and accountable when issues arise. There is no delineation in responsibilities between business, service and component capacity. Responsibilities are differentiated between business, service and component capacity. process owners are identified, but may not have sufficient authority to fulfill their responsibilities. process owners escalate issues, according to a defined escalation process. PEOPLE (continued) Responsibility and Accountability 138 School Technology Services Self-Evaluation Guide IT Service Management

6 activities occur in isolation and are based upon individual IT staff practices. activities are undertaken after capacity-related incidents occur. Polices and procedures are undefined. Common and informal policies and procedures are defined, but not documented. Compliance with policies and procedures is left to the individual s discretion. Policies and procedures emphasize component capacity. Few policies and procedures are developed for business and service capacity. Formal policies and procedures for key IT capacity processes have been defined, documented and communicated. Policies and procedures are based upon generally accepted good practices. processes are linked with change processes ensure that education requirements are captured and met, as appropriate. Formal policies and procedures for all IT capacity activities are defined, documented and regularly reviewed. approves policies and procedures. processes are linked with change processes to enable continuous improvement. The Capacity Plan is used to support other IT service There are clear and documented links between change and capacity The Capacity Plan supports the implementation of the IT Strategic Plan. Generally accepted best practices and standards for capacity are used to inform policy and procedure development. Exceptions to policies and procedures are noticed and corrective action is taken. policies and procedures are regularly reviewed and improved. The Capacity Plan is regularly reviewed and updated. Manage Capacity PROCESS Policies, Plans and Procedures School Technology Services Self-Evaluation Guide: IT Service Management 139

7 Some goals are set and monitored inconsistently. goals are unclear or vaguely defined. Performance is monitored informally. provides basic reports to senior leadership about the state of IT component receives basic operational capacity reports. Initial goals are defined, but not clearly linked to educational requirements or jurisdiction goals. and IT capacity are monitored regularly. Targets and thresholds for IT capacity have been defined and documented. IT staff provide regular reports to IT leadership about IT provides regular reports to senior leadership about. metrics are formally defined and approved. Measures of the effectiveness policies and procedures are formally defined and approved. Performance is integrated into. Peer- and sectorbased benchmarking is performed. processes are monitored and measured. PROCESS (continued) Goal Setting and Measurement 140 School Technology Services Self-Evaluation Guide: IT Service Management

8 Tools may exist to support planning; they are generally based upon standard desktop tools. There is no formal approach to using tools to support IT capacity planning. Basic tools and templates, specific to, have been developed and implemented. Common approaches to the use of tools to support are emerging. A formal plan to acquire and implement tools to support has been developed. The basic level of functionality in tools and templates for IT capacity is used. Tools in use are not fully integrated. Tools to support IT capacity have been implemented. Integration of tools to support is emerging. There is a formal and structured approach to using tools to support. A standardized and integrated set of tools and formalized techniques is used to support. A capacity plan template is developed and implemented. Tools are used in key areas to automate and formalize IT capacity Manage Capacity TOOLS Tools and Automation School Technology Services Self-Evaluation Guide: IT Service Management 141

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