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容量和性能管理实践通常涵盖服务绩效和性能或绩效支持服务的资源，例如基础结构，应用程序和第三方服务。在许多组织中，此实践还涵盖员工的容量和性能或绩效，尤其是当员工直接参与服务事务时。


实践确保根据组织的战略和承诺有效地理解和满足对容量和性能或绩效的服务和资源的要求。为此，从构思到操作，整个组织的生产和服务生命周期都采用了实践。当计划和设计产品和服务时，此实践极为重要。在这些阶段做出的决定将影响性能水平和其他限制，以及组织监视和管理这些方面的能力。


容量和性能或绩效与服务，可用性，连续性，信息安全和各自的实践紧密相连。这些做法通常解决了CI和服务的相同特征，但侧重于质量的不同方面。在所有服务管理四维模型中共享资源可以在这些领域中显着受益。但是，在某些区域，例如服务连续性和信息安全等外部受监管的区域，需要明确划分职责。


2.2        术语和概念        


服务绩效通常与服务的交易速率和时间相关
需要在给定的需求水平上完成服务事务。服务绩效取决于服务容量;配置项（CI）或服务可以提供的最大吞吐量。使用的特定度量取决于服务或CI的技术和业务性质。


对于消费者而言，性能或绩效是服务的重要特征，因此它是进行谈判，协议，监控和报告的主题。这些活动涉及多种实践（包括业务分析，关系管理，服务设计，服务级别管理（SLM）和度量和报告实践，以及其他实践）。容量和性能管理实践与它们结合使用，以确保容量和性能或绩效得到充分且一致的寻址。


服务绩效是一个复杂的特征。只有在进行多次测量并就这些测量应如何达成协议的情况下，才可能分析服务绩效了解。协议应取决于服务架构，某些交易和支持组件的重要性，质量准则以及其他参数。此外，从用户或一组用户的角度来看，性能或绩效可能与从提供者或客户的角度衡量的性能或绩效不同。例如，2.5％的用户经历的服务交易延迟将被2.5％认为是差的性能或绩效，但是仍然可以满足商定的性能或绩效目标。


容量和性能管理实践应该确保所有相关各方对容量和性能或绩效（预期，同意，设计和实际）具有透明，一致和实用的理解。
当为成千上万的人提供服务时，通常服务绩效上没有与客户一起使用的通用协议。但是，整体服务绩效对于服务提供者至关重要。


About this document
This document provides practical guidance for the capacity and performance management practice. It is split into five main sections, covering:
●        general information about the practice
●        the practice’s processes and activities and their roles in the service value chain
●        the organizations and people involved in the practice
●        the information and technology supporting the practice
●        considerations for partners and suppliers for the practice.


1.1  ITIL® 4 QUALIFICATION SCHEME
  
Selected content from this document is examinable as a part of the following syllabus:


●        ITIL Specialist  High-velocity IT.
Please refer to the relevant syllabus document for details.

2        General information
2.1        PURPOSE AND DESCRIPTION
  


The capacity and performance management practice usually covers service performance and the
performance of the resources which support services, such as infrastructure, applications, and third-party services. In many organizations, this practice also covers the capacity and performance of staff, especially when staff are directly involved in service transactions.


This practice ensures that the requirements for the capacity and performance of services and resources are understood and fulfilled efficiently, in line with the organization’s strategy and commitments. To achieve this, the practice is applied throughout the organization’s product and service lifecycle, from ideation to operations. This practice is extremely important when products and services are planned and designed; decisions made at these stages will affect performance- level and other constraints, as well as the organization’s ability to monitor and manage these aspects.


Capacity and performance are closely connected to service availability, continuity, information security, and the respective practices. These practices often address the same characteristics of CIs and services but focus on different aspects of their quality. Sharing resources across all four dimensions of service management can be significantly beneficial in these areas. However, a clear separation of responsibilities is required in some areas, such as externally regulated areas like service continuity and information security.
2.2        TERMS AND CONCEPTS        


Service performance is usually associated with the rate of service transactions and the timeneeded to fulfil service transactions at a given level of demand. Service performance depends on service capacity; the maximum throughput that a configuration item (CI) or service can deliver. The specific metrics that are used will depend on the technology and business nature of the service or CI.


For consumers, performance is an important service characteristic, and therefore it is a topic for negotiation, agreement, monitoring, and reporting. These activities involve multiple practices (including the business analysis, relationship management, service design, service level management (SLM), and measurement and reporting practices, and others). The capacity and performance management practice is used in conjunction with these to ensure that capacity and performance are sufficiently and consistently addressed.


Service performance is a complex characteristic. Analysing service performance is only possible with multiple measurements and agreements about how those measurements should be understood. Agreements should depend on the service architecture, importance of certain transactions and supporting components, quality criteria, and other parameters. Moreover, performance from the perspective of a user or a group of users can be different from the performance measured from the provider’s or customer’s perspectives. For example, service transaction delays that are experienced by 2.5% of users will be perceived by the 2.5% as poor performance, but the agreed performance targets might still be being met.


The capacity and performance management practice should ensure a transparent, consistent, and practical understanding of capacity and performance (expected, agreed, designed, and actual) among all relevant parties.


When services are provided to thousands or millions of people, there is usually no single generic agreement on the service performance with customers. However, overall service performance is critical for the service provider.

申明：

本文档由长河（微信achotsao）在机译的基础上经初步整理而成，精细化翻译工作正由ITIL培训基地组织的ITIL专家团队进行之中，预计将于2020年年底之前全部完成。需要下载最终翻译版本请关注微信公众号：ITILXF，或访问www.ITIL4hub.cn  or  ITIL-foundation.cn。

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