Capacity Manager
From IT frameworks
Contents |
Job Description for the position of Capacity Manager
Capacity Management is a discipline in IT service management.
The role of Capacity Manager is to ensure the goals of the Capacity Management process are achieved. The main goal is to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner.
The job
The Capacity Manager is a position within the scope of Capacity Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are the Service Design Manager.
- Immediate juniors are the Service Design Management staff triggering the Capacity Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Plan over forecasted Capacity requirements as appropriate
- Plan over SLA forecasting with regards to Capacity
- Collection of relevant information from Category:Event Management
- Number of present SLA breaches due to poor service or component performance
- Mean percentage of over-capacity of IT
- Accurate forecast of planned expenditure
- Number of bypasses of the service
- Number of Incidents caused by performance overload
- Number of last minute purchases made to address urgent performance issues
- Accuracy of forecasts of business trends
Responsibilities
Capacity Manager is responsible for:
- Tasks
- Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
- Provide advice and guidance to all other areas of the business and IT on all capacity- and performance related issues
- Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources
- Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems
- Assess the impact of all changes on the Capacity Plan, and the performance and capacity of all services and resources
- Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so
- Monitoring patterns of business activity and service level plans
- Influencing Demand Management, in conjunction with Finance Management as appropriate
- Decide which components needs upgrade at what time and calculate the cost
- Personnel
- Leading and supporting the Capacity Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Capacity Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Design Manager (To ensure Capacity issues are managed in relation to the Capacity Management process description)
- To Service Owner (To improve all Capacity Management decisions)
- To Service Design Management (For Capacity issues needing escalation)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design tools and technology required to monitor business trends and IT capacity.
- Service Design designs Capacity Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation plan to the Service Design manager must exist.
Resources
Internal resources
- The Capacity Manager has internal resources available as defined by the organization for process owners.
External resources
- The Capacity Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Capacity Management process.
Qualifications
It is expected that the Capacity Manager has the competence required to competently manage the Capacity Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Capacity Management ITILv3 process better so that expectations are continually met.
Advancement
As Capacity Manager you have the possibility to apply for positions as Service Design Manager and other key positions in the Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
