ITIL ® v2: Practitioner Certificate: Capacity Management

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Course Overview

Today's managers face ever-increasing scrutiny regarding their application of business processes, and Capacity Managers are no exception to this. Following internationally accepted ITIL(R) guidelines and using the ITIL(R) framework of best practices ensures that a business's practices are beyond reproach.

This course is about understanding service levels and resource usage and aligning capacity requirements with business demands. Correct application of Capacity Management processes will ensure that IT provides the business with appropriate resource levels in the most cost effective manner commensurate with meeting business and service level requirements. This course has been classified as IT Technical Training.

Audience

To achieve service level objectives for the business, an integrated Capacity Management function operating across the three levels of business, service, and resource is essential. If your Capacity Management process complies with ITIL(R) guidelines you can be assured that your process is beyond reproach, cost-effective, reliable, accountable, and transparent.

Examinations

Qualification

ISEB - ITIL(R) Practitioner Certificate in Capacity Management

Examination

Inclusive of fee. The course completes with a one and a quarter hour written assignment (essay style) and 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.

Prerequisites

In order to take the examination, delegates will have to hold the ITIL(R) Foundation Certificate. It will not be necessary for delegates to have the ITSM Managers certificate.

Course Outline

Topics covered in the course include:

ITIL(R) defines the Capacity Management process in terms of the traditional functions of performance Management and Capacity Planning. Performance Management entails the day-to-day addressing of the performance aspects of an IT service. Capacity Planning is a strategic function used to predict IT resource requirements. It is a proactive extension of Performance Management, bringing order to chaos and predictability to IT Service Management.

This course provides an introduction to Capacity Management as a repeatable process. It covers performance analysis, system sizing, performance measurement and capacity planning in today's challenging business and IT environment. Practical instruction is given in topics such as interactive activities (monitoring, tuning, analysis), modelling, demand management and application sizing. The course will discuss analytical modelling, tools, formulas and techniques used.

A major goal of Capacity Management is to ensure that the business service level objectives are met. The course will include discussion of the critical relationship between the business view of Quality of Service and available system performance metrics.