Availability and Capacity Management in the Cloud

Availability and Capacity Management in the Cloud: An ITSM Narrative Account

DANIEL McLEAN
Copyright Date: 2014
Published by: IT Governance Publishing
Pages: 160
https://www.jstor.org/stable/j.ctt7zsxcw
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  • Book Info
    Availability and Capacity Management in the Cloud
    Book Description:

    The truth about integrating Cloud services and ITSMCloud functionality increases flexibility and capacity in IT systems, but it also adds complexity and requires a combination of business, financial and technical expertise to make it work effectively. Moreover, organizations often confuse availability with capacity, and assume incorrectly that using cloud services reduces the need to manage these factors.

    Lessons from real projects in a narrative formatInAvailability and Capacity Management in the Cloud: An ITSM narrative, Daniel McLean's fictional IT service management practitioner, Chris, faces the challenge of integrating cloud services into an ITSM structure. Based on the real-life experience of the author and other ITSM practitioners, this book tells the story of a cloud services implementation, exposing potential pitfalls and exploring how to handle issues that come with such projects.

    Tips to help you through your own projectThe end-of-chapter pointers give useful advice on dealing with the challenges organizations face when considering cloud services. Read this book and see how Chris meets the challenge of integrating cloud services with ITSM, and how you can do the same. Learn from the successes. Avoid the mistakes

    eISBN: 978-1-84928-551-3
    Subjects: Technology

Table of Contents

  1. Front Matter
    (pp. 2-4)
  2. PREFACE
    (pp. 5-6)
  3. ABOUT THE AUTHOR
    (pp. 7-7)
  4. ACKNOWLEDGEMENTS
    (pp. 8-8)
  5. Table of Contents
    (pp. 9-9)
  6. INTRODUCTION
    (pp. 10-11)

    IT service management activities can be grouped into two categories; those that focus on processing items related to events or requests, and those that focus on intangible attributes. Availability and capacity are about intangibles.

    People often misunderstand the differences between availability and capacity and their roles in ITSM. With the broad acceptance of a variety of Cloud related capabilities, the confusion gets worse. At its simplest level, availability is how long something may be utilized, and capacity is how much of it can be utilized — think of availability as a “yes” or “no” state description of the IT service, while...

  7. CHAPTER 1: ALL TOGETHER NOW
    (pp. 12-23)

    We arrived at the facility on yellow school buses, each of which was segregated by function. Short of a skeleton crew to cover any emergencies, all of IT was here, even the sleepy-eyed third shifters. To the casual observer we must have seemed more like a plague of locusts than a gathering of professionals. Everything had been tightly scripted and scheduled; from fluorescent-vested coordinators with clipboards, to preassigned boarding order and seating. Even a military invasion must have involved less planning and management than this soiree.

    The trip had been almost silent but it had been clear by the glow...

  8. CHAPTER 2: ONE BIG, HAPPY FAMILY
    (pp. 24-34)

    I sat in Ricardo’s office, waiting for him to arrive. He was late. Deidra, his administrative assistant, told me he’d had a breakfast meeting with Jessica, our CIO. Assuming Jessica hadn’t simply fired him on the spot, as the first sacrificial victim, he was probably getting some very ugly, detailed, and direct feedback about yesterday’s event, and what was expected of him going forward. I tried to convince myself that I had nothing to worry about. It was his other teams that were involved, not me.

    I’d been reporting to Ricardo for the last few months. He hadn’t had a...

  9. CHAPTER 3: WHO WANTS TO SUPPORT THIS SERVICE?
    (pp. 35-45)

    The first meeting of the capacity planning team was not quite as easy, or simple, as we had hoped.

    I arrived at the conference room almost ten minutes early. Showing up before everyone else was one of my compulsions. I hated being late for meetings almost as much as I hated people being late for mine. It was such a show of disrespect, as if the time of all the others at the meeting was collectively less important than yours. That was especially true for important meetings, and from all the signs, this one was definitely going to be important....

  10. CHAPTER 4: THE ABANDONED SERVICE
    (pp. 46-55)

    My first stop was with Keshav. He was the Director of the development groups that produced CET. As we approached his office, I turned to Lee and said, “I hear he is smart, really smart. He’s got multiple masters degrees from UC Berkeley, a PhD from MIT, and started post-grad work at Stanford when he was only 23, and all in subjects that I don’t even know what their names mean. He’s so intelligent that the rest of us are about as bright as carrots compared to him.”

    Lee’s expression never changed and his stride never faltered. “There are many...

  11. CHAPTER 5: DON’T CONFUSE ME WITH THE DETAILS
    (pp. 56-65)

    At Sean’s suggestion, I’d arranged time with Aphra, who’d been the project manager for CET. Of all the people involved, I was sure she would have the most end to end view at a detailed level. Although the application was going to be part of a Cloud environment with Lee’s company, I still wanted to understand the whole thing. I wanted to know that someone … somewhere, had considered the complete capacity requirements for CET. And if she had no concerns with that, hopefully she could at least point out some potential weak spots for me to address. I just...

  12. CHAPTER 6: VOICES IN THE NIGHT
    (pp. 66-73)

    It was wonderful.

    Clear, sunny skies punctuated by fluffy clouds, drifting along like cotton puffs. The sun was warm and comforting as I lay on the grass beside a gurgling stream. No worries … no cares … nothing to cause me any concern. No computers. No pagers. No alarms. Time seemed to have passed everything by. All was wonderfully relaxing.

    Paradise was interrupted by an old-fashioned pay phone that suddenly appeared by my feet and began endlessly ringing. A wooden wall phone with a crank appeared beside me and began ringing, then a rotary desk phone beside it. All manner...

  13. CHAPTER 7: WHEN CAPACITY ISN’T ENOUGH
    (pp. 74-81)

    Being early for the meeting had the advantage of letting me choose my chair and its location; not to mention making sure the chair wasn’t broken. Our conference rooms attracted broken furniture like engineers to a free lunch.

    After the drama last night, this was definitely an important meeting, and those tended to last a long time, and I wanted to ensure I had a decent seat for the fireworks about to begin. At least if I had to spend the next hour or so in a dirty, worn-out room – a room jammed full of engineers, many of whom had...

  14. CHAPTER 8: COFFEE TALK
    (pp. 82-93)

    I took Sherm out of the building to a coffee shop. We went to one nearby that I knew wasn’t full of people from the company. It was one of the few stores still occupied in a slowly decaying strip mall. With the prior occupants of the empty storefronts forced out of business by the economy, there wasn’t much rent left for the mall owner to maintain the facility. That was too bad. I liked the place because it was local … not a chain. It also gave me a place to come when I needed to clear my head...

  15. CHAPTER 9: JUST SIT THERE AND TAKE IT
    (pp. 94-103)

    The next day I got an invite to a meeting with Ricardo, my manager, and I was late.

    I bolted in through the entrance, flashed my ID at the guard and ran it through the ID scanner, then quick-walked to my meeting with Ricardo. With all the coffee I’d had in the last hour, it was all I could do not to run there, just for the fun of it.

    Ricardo was sitting in his office waiting for me when I arrived. I think it was the first time he’d ever gotten to a meeting before me … even his...

  16. CHAPTER 10: ONCE MORE UNTO THE BREACH, MY FRIEND?
    (pp. 104-112)

    Early the next morning I walked up to Sean’s cube. I stood in the entrance and said, “Sean, I need your help.” It was the simplest, most direct way I could think of to get his assistance, with a minimum of sarcasm. When it came to people, Sean was often a real jerk. But when it came to the company’s IT operations, he was the one person you always wanted on your side. He’d forgotten more than most people would ever know. And today I needed all of that knowledge.

    Sean looked up from his desk and with a big...

  17. CHAPTER 11: REPRIMAND BY REMOTE CONTROL
    (pp. 113-123)

    When I walked into his office, Ricardo didn’t even look up. He kept working on his computer in silence. When he finally stopped typing, he cleared the screen and said to me, “How is the CET capacity project going? Have you figured out how to stop these outages? Or have you made another decision”?

    “It is coming along. One of the things we’ve uncovered is that it truly does need to be focused on availability, not capacity.”

    Ricardo shook his head. “Chris, I’ve already told you, I don’t care what you call it, I just want it fixed. Clearly, you are...

  18. CHAPTER 12: SUCCESS FEELS GOOD
    (pp. 124-132)

    I was still soaring from the meeting I’d had with Ricardo. It had been a long time since I’d had such a positive discussion with any leader at this company … a real dialogue where I was adding value … advancing the state of the organization. Given that success, it seemed like a great time to go back to Keshav and perhaps share my knowledge with him.

    I’d thought about bringing Sherm along. After all, he was the source of my education and he was our supplier partner. It only made sense. But I was so full of confidence and...

  19. CHAPTER 13: NO PLAN SURVIVES CONTACT WITH REALITY
    (pp. 133-144)

    I sat alone in the conference room. I’d reserved it for 30 minutes before the meeting was to begin. I wanted the time to center myself, to get ready. CET was at a critical point and so was I. The business was losing faith in our ability to keep its service available. People were expecting me to produce a solution for them. This was going to be the most important meeting I’d led in front of leadership since I got here. And if it didn’t go well … then it would probably be my last meeting at this company.

    I...

  20. CHAPTER 14: THINGS ARE RARELY WHAT THEY SEEM
    (pp. 145-153)

    I sat in the coffee shop and stared at my freshly delivered glass of Vietnamese iced coffee, and watched the light and dark liquids intermix in a slow motion ballet. I’d bought it to celebrate the success of my presentation earlier this week. And that wasn’t the only success. I’d been instrumental in getting Keshav exposed, and I had heard this morning that he had left the company. There were no details, but that was typical.

    I was sorry about Sherm. If it hadn’t been for his integrity and high ethical standards, I never would have known about Lee’s plot...

  21. ITG RESOURCES
    (pp. 154-157)