Predicting and controlling the problems associated with system performance and capacity planning has become a difficult task. Currently, the management of IT applications and services becomes more complex. So, it becomes necessary and essential to define and adopt a set of best practices for providing and effectively managing the technology and services offered throughout its life cycle. * Corresponding author: Alleinni Féliz Sánchez, e-mail: Apaccepted November 12, 2014)ĭue to the recent and significant growth of the information technology (IT) services, industries need some sort of framework and / or standards for the management of their services, especially IT services. Designed by Mark Haddad, Matt Bovill and Glyn Davies.Comparison of models and standards for implementing IT service capacity managementĬomparación de modelos y estándares para implementar la gestión de la capacidad de servicios de TIĪlleinni Féliz-Sánchez*, Jose Antonio Calvo-ManzanoĮscuela Técnica Superior de Ingenieros Informáticos, Universidad Politécnica de Madrid.

The swirl logo™ is a Trade Mark of the Office of Government Commerce. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Registered Office: One London Wall, London, EC2Y 5AB ISBN 978-0-954 Published Nov 2007. Requests for Change Appraisal Approval ScheduleĪbbreviations: SKMS – Service Knowledge Management System CMS – Configuration Management System CMDB – Configuration Management Database AMIS – Availability Management Information SystemĬMIS – Capacity Management Information System KEDB – Known Error Database SCD – Supplier Contract Database ITSCM – IT Service Continuity Managementįor further details please contact us at: Process Metrics Alerts, Warnings (Integrated Tool)Ĭhange Management Service Asset and Configuration Management Knowledge Management Service Transition Package (Release) Release and Deployment Management Service Design Package (Warranty) ITSCM Capacity Management Information Security Management

Seven-Step Improvement Process Deming Cycle & CSI ModelĮvent Management Incident Management Request Fulfilment Problem Management Access Management Service Level Management - Service Catalogue Management - Supplier Management Service Desk Operations Management - Operations Control - Facilities Management Technical Management Applications Management Lifecycle Specification of Service Portfolio Demand Management Financial Management Service Pipeline Service Catalogue Retired Services Definition of Business Service Requirements Determination of Market Space, IT Policies and Strategies

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