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Communication

B3

Communicate the IT capacity plan to relevant stakeholders, and facilitate action to resolve shortages and/or over-capacity.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Communication at each level of maturity.

1Initial
  • Practice
    Communicate the IT capacity plan on request.
    Outcome
    There is some transparency regarding the actual IT capacity utilisation, which is available on request.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity reports.
  • Practices
    • Take action to resolve IT resource shortages or over capacity once they have been identified (e.g. through a business impacting outage).
    • Typically this is done on a reactive basis.
    Outcome
    IT capacity issues are acted upon as they emerge and start to impact the business.
    Metrics
    • # of IT capacity related outages and performance issues.
    • ROI on IT resources.
2Basic
  • Practice
    Communicate the IT capacity plan within IT regularly.
    Outcome
    Within IT there is transparency regarding capacity forecasts.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity reports.
  • Practice
    Take action on forecasted IT resource shortages or over capacity.
    Outcome
    Forecasted IT capacity issues are generally addressed.
    Metrics
    • # of IT capacity related outages and performance issues.
    • ROI on IT resources.
3Intermediate
  • Practice
    Communicate the IT capacity plan across key stakeholders within IT and the rest of the business on a regular basis.
    Outcome
    IT and business stakeholders have transparency regarding capacity forecasts.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity reports.
    • % of business unit executives who value IT capacity plan.
  • Practice
    Implement a process to take action for predicted IT resource shortages or over capacity for all modelled resources.
    Outcomes
    • Proactive action is taken to address any forecast IT capacity issues.
    • Over capacity is reduced
    Metrics
    • # of IT capacity related outages and performance issues.
    • ROI on IT resources.
4Advanced
  • Practice
    Adapt the frequency of different IT capacity reports to meet the needs of the stakeholders.
    Outcome
    Stakeholders are always kept informed of IT capacity issues.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key IT stakeholders receiving reports.
  • Practice
    Hold regular meetings to discuss potential IT resource shortages or over capacity with all key stakeholders (e.g. HR, technical infrastructure management, facility management, service provisioning, portfolio management, business and IT representatives) as part of the process.
    Outcome
    Proactive discussions take place with the business to ensure IT capacity is aligned to meet current and future needs.
    Metrics
    • # of IT capacity related outages and performance issues.
    • ROI on IT resources.
5Optimized
  • Practice
    Regularly review and optimize the IT capacity communication process with all key stakeholders.
    Outcomes
    • Refined, business-centric IT capacity plans are clearly and regularly communicated to all key stakeholders.
    • Communication is tailored and optimized for each audience.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity reports.
    • % of stakeholders providing IT capacity input and feedback.
  • Practice
    Regularly review and optimize the IT capacity process to deal with predicted resource shortages or overcapacities.
    Outcome
    An optimized process operates to ensure IT capacity issues are proactively addressed and that resources are aligned and right-sized to match changing business needs.
    Metrics
    • # of IT capacity related outages and performance issues.
    • ROI on IT resources.
    • Frequency of IT capacity reviews.