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Communication and Adaptation

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 and Adaptation at each level of maturity.

2Basic
  • Practice
    Communicate the IT capacity plan within the IT function.
    Outcome
    Within IT there is transparency regarding IT 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.
    Outcomes
    • Forecasted IT capacity issues are generally addressed.
    • The organization can proactively avoid any negative impacts from over- and under-capacity forecasts.
    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 some other business units on a regular basis.
    Outcome
    IT and business stakeholders have transparency regarding IT capacity forecasts and their implications.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity reports.
    • % of business unit executives who value the IT capacity plan.
  • Practice
    Implement a standardized 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
    Communicate the IT capacity plan across the entire organization and adapt the frequency of IT capacity reports to meet the needs of the various stakeholders.
    Outcome
    Stakeholders are always kept informed of IT capacity issues.
    Metrics
    • Frequency of IT capacity reporting.
    • % of key stakeholders receiving IT capacity 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 plan 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 over-capacity.
    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.