ESKITP7072 IT/Technology Capacity Management Level 2 Role

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1 Overview This sub-discipline is about the competencies required to manage the capacity of IT/technology services, systems and assets that support an organisation. Capacity management covers a range of activities that ensure that current and future business needs are met by resources in the most effective manner; that current performance of the systems and services and assets are optimised and that changes to IT/technology capacity can be justified, planned and implemented in advance of the expected changes to business demand. Typical capacity may include: 1 monitoring of IT/technology throughput and performance 2 analysing measurement data and information 3 assessing and modelling the impact of new services on existing IT/technology capacity 4 tuning and balancing the performance of existing capacity 5 future workload planning 6 assessment of demand for IT/technology resources 7 planning how and when to introduce new IT/technology capacity Capacity take place as part of the day-to-day management of IT/technology systems, services and assets. They are also required during the development lifecycle of new and/or enhanced IT/technology systems, services and assets. ESKITP7072 1

2 Performance criteria Carry out routine capacity, under supervision You must be able to: P1 P2 correctly select and use the procedures, tools and techniques that apply to capacity and their deliverables, under supervision fully comply with all relevant change control mechanisms during capacity, under supervision Document current and future capacity, under supervision You must be able to: P3 P4 P5 P6 P7 accurately document information about the impact of new services on existing IT/technology capacity, under supervision accurately document information about future capacity demand on IT/technology resources, under supervision accurately document the results from monitoring IT/technology capacity utilisation, under supervision provide timely and precise information and data relating to IT/capacity utilisation to a range of internal and external individuals, as directed by relevant people, in order to inform future action provide timely and precise information and data relating to proposed changes to IT/technology to a range of internal and external individuals, as directed by relevant people, in order to inform future action ESKITP7072 2

3 Knowledge and understanding You need to know and understand: Carry out routine capacity, under supervision K1 identify and select : K1.1 the procedures, tools and techniques to use for capacity and their deliverables K1.2 who are the external providers of capacity/resources used by the organisation K2 use and apply the procedures, tools and techniques that apply to capacity and their deliverables K3 operate with reference to organisational standards relating to capacity and their deliverables and with reference to professional and ethical standards K4 operate with integrity and confidentiality during capacity management activities K5 comply with all relevant: K5.1 change control mechanisms during capacity management activities K5.2 business case and benefits realisation policies, during capacity and with applicable legislation and regulations K6 provide information and data relating to proposed changes to IT/technology to a range of internal and external individuals K7 what is meant by capacity management and its role in supporting service strategy and business / service delivery operations K8 what is the relevance of service levels in relation to capacity K9 what are the: K9.1 types of IT/technology capacity that need to be managed and the types of activities undertaken during capacity management k9.2 inputs to and required outputs from capacity management activities K9.3 implications of service levels in relation to capacity K9.4 implications of capacity on the availability and accessibility of IT/technology systems, services and assets for customers K10 the fact that: K10.1 adequate capacity is crucial to the achievement of service levels for IT/technology systems, services and/or assets K10.2 external providers may be required to assist with capacity and/or the provision of IT/technology capacity/resources K11 who: K11.1 uses the different types of IT/technology capacity/resources ESKITP7072 3

4 K11.2 may be impacted by any lack of capacity of any infrastructure or application products/services and/or equipment K11.3 needs to authorise actions proposed and taken during capacity K12 the importance of : K12.1 adequate capacity being available to support the accessibility and availability of IT/technology systems, services and assets for customers K12.2 capacity being informed and directed by the business requirements and current/future customer needs/demand K12.3 ensuring that sufficient capacity is available to support service levels K12.4 referencing the service catalogue and/or portfolio during capacity K13 the procedures, tools and techniques that can be used to conduct capacity in a range of business and organisational contexts K14 how to comply with standards and service levels that apply to capacity K15 how effective capacity management activity can improve the levels of customer satisfaction with it/technology Document current and future capacity, under supervision You need to know and understand: K16 source, gather and collate: K16.1 any relevant information required for the completion of IT/technology capacity plan(s) K16.2 any relevant information about the current architecture, design and configuration of IT/technology capacity required to inform the assessment of throughput and performance K16.3 all relevant information about the throughput and performance of current IT/technology capacity K16.4 the results from monitoring IT/technology capacity utilisation K17 record and store: K17.1 information about the impact of new services on existing IT/technology capacity K17.2 information about future capacity demand on IT/technology resources K17.3 the results from monitoring IT/technology capacity utilisation K18 provide information and data relating to IT/capacity utilisation to a range of internal and external individuals, in order to inform future action K19 what information might need to be referenced and used during capacity K20 the fact that proactive monitoring of capacity and resource utilisation is critical to the effective and timely deployment of resources ESKITP7072 4

5 K21 why: K22.1 capacity/resource utilisation needs to be monitored and managed K22.2 the forward demands on IT/technology capacity need to be forecast and modelled K22 the importance of proactively monitoring the utilisation of current capacity K23 the need for monitoring of it/technology capacity/resource utilisation K24 the procedures, tools and techniques that can be used to perform routine monitoring of capacity/ resource utilisation ESKITP7072 5

6 Developed by e-skills UK Version number 1 Date approved September 2009 Indicative review date Validity Status Originating organisation March 2014 Current Original e-skills UK Original URN 7072 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Service level ESKITP7072 6

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