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Reaching this level takes more than a focus on technology. You also
need to establish processes for exchanging information. To identify
and verify prediction scenarios, there must be a two-way
communication between the business and IT. If the business wants IT to provide a
certain level of service without excessive over-provisioning, it needs to supply IT with
growth projections and business plans. On the other hand, to demonstrate the value
of the information received, IT needs to share cost-benefit analyses of this planning
with the business. Building this mutual trust is integral to success.
At this level, since IT knows the characteristics and importance of different services,
they can start to optimize the usage of them by implementing chargeback mechanisms
where different parties pay for the actual use of resources. This will yield not only a
fair distribution of cost, but also a way for IT to influence the usage patterns. Offering
a discount during low activity hours might smooth out the peaks and troughs often
seen in a data center.
Level 4 Value
If you re at this level, you probably...
Measure and report on IT in business terms;
Have a set of tools and processes enabling you to align IT with the business; and
Are one of the very few organizations that have reached this level of maturity.
This is the final endpoint of Capacity Management maturity. At this point, there are
no additional technical steps to take. Rather it is a matter of taking advantage of
the earlier work to fully integrate IT into the business. Everything is looked at from a
business point of view, rather than a technical standpoint. The focus is on actions that
will benefit the company as a whole.
At this level, the organization realizes the full value, not just of implementing Capacity
Management, but of IT as a whole. Since IT s actions are fully and seamlessly aligned
with those of the business, they are directed toward helping the business achieve its
IT and business performance are tied together. In addition to IT services, business
processes are measured and audited for efficiency and effectiveness. It is possible
for IT and business units to accurately determine the cost of IT services and weigh
those costs against business benefits and risks in order to make the best decisions
regarding the use of IT.
A central process in organizations on this level is Continual Service Improvement. Even
though the highest level of maturity has been reached, there is a continuous need to
realign IT processes to the changing business needs.
6 of 8 Introducing a Capacity Management Maturity Model
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