Syllabus and Qualification Framework This qualification covers the Service Management discipline of Capacity Management as described in the IT Infrastructure Library (ITIL) Service Delivery book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Capacity Management. 1. LEARNING OBJECTIVES Holders of the ISEB Practitioner Certificate in IT Service Management: Capacity Management will be able to demonstrate their competence in, and their ability to: Plan for the implementation of Capacity Management Define, implement and manage the following activities: collect, store and analyse capacity and performance data, produce and interpret performance and capacity reports, monitor and optimise the use of IT resources Explain and use techniques for ensuring that IT capacity is aligned to current and future business requirements Be aware of the support tools and techniques available for the implementation of Capacity Management and be able to indicate how improvements can be made Analyse capacity related incidents, problems and statistics to determine trends, identify weak areas and propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible problems associated with performance and capacity Prepare and distribute Capacity Management reports and plans throughout the organisation. Assess and determine the impact of new technology on the infrastructure and services Co-ordinate, schedule, target and focus capacity management resources Understand the interdependencies between Capacity Management and other IT and Service Management processes. 2. SYLLABUS I. Planning The planning, implementation and improvement of the Capacity Management process Understand the activities involved in the planning of Capacity Management Draw up a plan of approach, set up and manage the Capacity Management process Understand the potential costs, benefits and problems associated with the implementation of Capacity Management Describe and explain the objectives and scope of Capacity Management Review Capacity Management processes and procedures, identifying areas of weakness and instigating resolutions and proactive improvements II. Business Capacity Management The utilisation of techniques ensuring the capacity of IT systems and services are aligned and continue to be aligned with current and future business requirements. PCITSM Capacity Syllabus v1.0.doc 1 of 5
Describe and explain the techniques required to ensure continued alignment of IT resources to business requirements Obtain the appropriate information from the business to assist continued alignment Produce Capacity Plans aligning IT services and resources with business requirements III. Service Capacity Management The monitoring and measuring of all services to an appropriate level ensuring that all services meet their agreed service performance targets as documented in Service Level Agreements (SLAs), instigating remedial activities for any identified shortfalls. Describe and utilise techniques for monitoring, measuring, analysing and reporting on service performance targets Determine and describe appropriate service performance targets for inclusion in SLAs and Service Level Requirements (SLRs) Identify remedial activities for improving service performance, and instigate Requests For Change (RFCs) to resolve these weaknesses and common problems and reduce the impact of capacity related incidents and problems Define, operate and manage appropriate service performance thresholds IV. Resource Capacity Management The monitoring and measuring of all resources to an appropriate level ensuring that all services meet their agreed service performance targets as documented in Service Level Agreements (SLAs), instigating remedial activities for any identified shortfalls. Describe and utilise techniques for monitoring, measuring, analysing and reporting on resource performance Determine and describe appropriate resource performance targets for possible inclusion in Operational Level Agreements and contracts Identify remedial activities for improving resource performance and instigate Requests For Change (RFCs) to resolve these weaknesses and common problems and reduce the impact of capacity related incidents and problems Define, operate and manage appropriate resource performance thresholds V. Support Tools & Techniques The awareness, knowledge and use of Capacity Management support tools and techniques and the instigation of process improvements. Explain, use, review and improve capacity techniques, such as Tuning and optimising, Modelling and trending, Application sizing, Demand management, Workload scheduling, Set up and assess criteria for choosing appropriate support tools Select the appropriate support tools and techniques Justify, procure and implement capacity tools PCITSM Capacity Syllabus v1.0.doc 2 of 5
VI. Capacity Planning The management and implementation of processes required for the collection of all necessary data and the subsequent production of appropriate Capacity Plans. Design and implement a Capacity Database with the necessary information to support the collection and storage of the appropriate capacity information Describe the content and techniques used for the production of Capacity Plan(s) Produce appropriate Capacity Plan(s) VII. Reporting The preparation of Capacity Management reports for distribution throughout the organisation as appropriate. Identify the Capacity Management related reports required throughout the organisation Produce regular and ad-hoc Capacity Management reports and circulate these as required Define and report on the Key Performance Indicators (KPIs) of Capacity Management Analyse reports and take appropriate action VIII. Interfaces and Dependencies The appreciation and understanding of the interfaces and dependencies Capacity Management has with other Service Management processes. Identify and understand the interfaces that Capacity Management has with other IT and Service Management processes Define and document the dependencies of other Service Management processes on Capacity Management processes and information Define and document the dependencies of Capacity Management on other Service Management processes and information Implement procedures that facilitate the interfacing and dependence of Capacity Management with all other IT and Service Management processes. Recommended minimum number of hours training in the above syllabus: 18 hours PCITSM Capacity Syllabus v1.0.doc 3 of 5
3. EXAMINATION FORMAT The Practitioner examination consists of two parts. The examination is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study. The Case Study will be the same across all disciplines and is also the same as the one issued to the Training Providers and used by candidates in completion of their in-course assignment. The examination will be invigilated by an ISEB invigilator. The examination accounts for 50% of the overall assessment for the Certificate. The remaining 50% of the marks are gained from an in-course assignment. To qualify for the certificate, candidates are required to achieve 50% in each of the multiple choice paper and in-course assignment, with an overall combined total of 65%. Normally, the examination will be held on-site at the conclusion of the course. However, ISEB will normally also arrange four central examinations per year. Please contact the ISEB for further details. 4. PREPARING FOR EXAMINATIONS To be entered for the Practitioner s examination leading to the certificate, the candidate must fulfil three requirements: Attend an accredited training course and complete the in-course assignment Demonstrate at least one year s experience in the Capacity Management process Hold the Foundation Certificate in IT Service Management Candidates taking the examination immediately following a course will be entered for the examination by the Training Provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained. In order to offer training leading to the Practitioner s Certificate, Training Providers must first be accredited by the ISEB. A list of accredited Training Providers is available on the ISEB web site or from the Examination Officer at the ISEB. The training may be offered in a variety of formats, but is most commonly available as a three-day course. Please ensure that you check our web site www.bcs.org.uk/iseb for the up to date list of accredited Training Providers. 5. SUMMARY OF EXAMINATION FEES For candidates who have attended accredited training and who are entering for the first time, fees will be paid by the Training Provider. In all other cases, the fees will be charged to the individual prior to the examination date. A schedule of fees is available on the ISEB web site. 6. EXAMINATION DATES Full details and information on examinations dates can be found on the ISEB web site or can be obtained from the Examinations Officer at the ISEB. PCITSM Capacity Syllabus v1.0.doc 4 of 5
7. CONTACT INFORMATION For further information on this qualification, please contact the ISEB Examinations Officer, telephone +44 (0) 1793 417 426 or at the postal address below. For all general advice and guidance about ISEB examinations, please refer to www.iseb.org.uk where background information on ISEB is available together with details of all other awards on offer. If the information you require is not covered on the web pages, then please contact the ISEB Examinations Office on isebenq@hq.bcs.org.uk or telephone +44 (0) 1793 417426. Postal address: ISEB (ITSM Practitioner), First Floor, Block D, North Star House, North Star Avenue, Swindon, SN2 1FA PCITSM Capacity Syllabus v1.0.doc 5 of 5