Capability Pattern: Facilities Management

The purpose of the Facilities Management process is to create and maintain a physical environment that houses IT resources and to optimize the capabilities and cost of that environment.

Definition of Facilities Management: "The Function responsible for managing the physical Environment where the IT Infrastructure is located. Facilities Management includes all aspects of managing the physical Environment, for example power and cooling, building Access Management, and environmental Monitoring". ¹

¹ ITIL® V3 Glossary

Outcomes

As a result of the successful implementation of the Facilities Management process:

The physical environment within which information technology resources perform supports operational needs
Availability of IT systems is protected from physical threats (including environmental, security, continuity)
Facility requirements are analyzed, planned for, and met in a timely and cost-effective manner

Scope

Includes

Physical facilities planning and implementation (physical planning) – space, power, HVAC, physical cables and connectors, physical security implementation, protection (such as sprinklers, halon systems, badge readers, security personnel)
Physical logistics (receipt, staging, moving)
Physical environment for all information and communications technology
- For example, participating in the design of racks and cabling
Physical access management to IT facilities
Safety
Managing incidents concerning facilities, and interfacing with Incident Management when both IT and Facilities components are involved

Excludes

Asset Management
Procurement (Supplier Management)
Business resilience and continuity (Business responsibility, in conjunction with IT Service Continuity Management)
Corporate facilities (buildings, maintenance, catering, mail delivery, desks, lights) unless associated with a secure data center (Business responsibility)
Security of corporate facilities, such as office buildings, factories (Business responsibility)
IT security policies and practices (Security Management)
Media management (see Data Management) but would include physical transportation and security of media
Management of suppliers (Supplier Management)

Key performance indicators

Number of facility incidents opened, closed, and pending (by severity level)
Percent of incidents closed using existing documentation (known errors)
Number of facility requests opened, closed, and pending (by severity level)
Customer satisfaction with facility incidents and facility requests

Relation to other processes

Information from Solution Analysis and Design, Security Management, Availability Management, Capacity Management, IT Service Continuity Management, and Change Management are important inputs to facility planning.
Facilities Management may create change requests (Change Management) to bring about necessary changes related to facilities.
Facilities incidents may be routed to Incident Management.