Handling capacity- or performance-related incidents

If an alert is triggered, or an incident is raised at the Service Desk, caused by a current or ongoing Capacity or Performance Management problem, Capacity Management must become involved to identify the cause and find a resolution. Working together with appropriate technical support groups, and alongside Problem Management, all necessary investigations must be performed to detect exactly what has gone wrong and what is needed to correct the situation.

It may be necessary to switch to more detailed monitoring during the investigation phase to determine the exact cause. Monitoring is often set at a ‘background’ level during normal circumstances due to the large amount of data that can be generated and to avoid placing too high a burden on the IT Infrastructure – but when specific difficulties are being investigated more detailed monitoring may be needed to pinpoint the exact cause.

When a solution, or potential solution, has been found, any changes necessary to resolve the problem must be approved via formal Change Management prior to implementation. If the fault is causing serious disruption and an urgent resolution is needed, the urgent change process should be used. It is very important that no ‘tuning’ takes place without submission through Change Management, as even apparently small adjustments can often have very large cumulative effects – sometimes across the entire IT Infrastructure.

Capacity and performance trends

Capacity Management has a role to play in identifying any capacity or performance trends as they become discernible. Further details of actions needed to address such trends are included in the Continual Service Improvement publication.

Date: 2014-12-29; view: 1147