Capacity Management

This paper is one of 10 ITSM Process Map white papers. Each paper discusses how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in order to achieve process objectives.

CA’s IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. We use the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process goals (your destination), and the integration points (junctions) that must be considered for process optimization.

CA has developed two maps (Service Support — Figure A; and Service Delivery — Figure B), since most ITSM discussions are focused around these two critical areas. The Service Support journey represents a journey of improving day-to-day IT service support processes that lay the operational foundation upon which to build business value. The Service Delivery journey is more transformational in nature and shows the processes that are needed to deliver quality IT services.