Most existing service management frameworks and standards contain a capacity management process (for example, ITIL® and ISO 20000 feature such a process). But in our experience, many people find the concept hard to grasp.
We think the reason is the way in which the process is presented. The ITIL books, for instance, describe capacity management as a process in service design, but right at the beginning there’s a statement that this process “extends across the whole service lifecycle”. That makes it hard to figure out how to implement such a process in practice.
In YaSM, we decided that capacity management doesn’t need to be processes of its own. Instead, we treat service capacity as an aspect that needs to be considered, for example, when developing the service strategy and when defining and building services. During service operation, we need to report on service capacity and performance, and if the service levels fall short of expectations we need to take corrective action.
As a result, it is very clear in YaSM how service capacity and performance (and service levels in general) can be managed by embedding appropriate activities in the service lifecycle processes. Figuring out how to implement these mechanisms in practice is not too hard.
Stefan (YaSM community moderator)