IT Service Optimization (ITSO) Tools
Tools that support ITSO processes can be classified into three core areas:
Underlying all of these areas is, of course, performance data. Data collection, storage and management are important considerations that impact all aspects of managing service performance. That's where a fourth tool comes in handy, a Capacity Management Information System.
Performance analysis consists of two principal activities: reactive performance analysis and proactive performance analysis. Reactive analysis occurs after an adverse event. Proactive analysis is concerned with preventing such events from affecting the smooth delivery of IT services.
Reactive analysis of an adverse event includes activities such as:
Proactive analysis includes activities such as:
Proactive analysis is preferable to reactive analysis, since it prevents disruptive events, ensures a smooth-running data center, and eliminates time spent fighting performance fires.
Enterprise capacity management often requires some level of automation, since these activities integrate data from a variety of sources.
It is important to be able to provide timely reports with the appropriate level of detail to various levels in the organization. Periodic reports for management can track performance against service levels. Financial reports can demonstrate IT's contribution to organizational goals and identify IT resources consumed by various departments. Interactive reports can be important for investigating the cause of performance problems.
A good capacity management tool:
TeamQuest Surveyor is an enterprise-class capacity management solution capable of automatically analyzing and reporting on all of your IT infrastructure - regardless of the vendor or technology. TeamQuest Surveyor federates performance data from whatever sources you have on hand, including home-grown and third-party performance software, applications, business processes and more.
Capacity planning is the key to an efficient, smooth-running data center. Capacity planning is about predicting performance, allowing services to be provisioned with just the right hardware configuration to accommodate forecasted changes or spikes in business workloads. Capacity planning can also help prevent performance fires, freeing human resources that would otherwise be spent troubleshooting.
Capacity planning helps IT organizations to:
There are various methods of capacity planning, each suitable in different circumstances, including trending, simulation modeling and analytic modeling.
TeamQuest Predictor is a capacity planning solution that accurately identifies the resources required to support consistent service delivery at appropriate risk levels. One of the only capacity planning solutions available that uses a sophisticated analytic queuing network solver behind-the-scenes to provide fast and accurate results without requiring duplicate hardware or artificial loads.
Capacity Management Information System (CMIS)
A Capacity Management Information System (CMIS) provides a means of collecting, storing and managing performance data supporting all of the previously-mentioned performance and capacity analysis tools. In fact, using a CMIS for capacity management is an ITIL best practice.
Ideally a CMIS: