Context

A new customer driven ordering process is coming online next month that allows customers to order product any time of day or night. The new system uses a zSeries-based DB2 parts database that previously was only up and running during normal business hours. To ensure optimum delivery of the new system, the availability and capacity targets and associated service level agreements must be updated to reflect the new 24x7 requirements. To be meaningful, existing targets and levels of service must be evaluated, in order to establish new targets.

Description

Steps	Process and Activity	Roles	Work products	Tools
Analyze any trends of violation of the SLA targets for the DB2 resources.	Service Level Management Conduct Service Review	Service Level Analyst	Service Review Results	TSLA – Conduct Service Review
Run a predictive analysis against the new 24x7 availability requirements to formulate a Service Improvement Plan.	Service Level Management Formulate Service Improvement Plan	Service Level Analyst	Service Improvement Plan
Use the Service Improvement Plan to model and size capacity requirements.	Capacity Management Model and Size Capacity Requirements	Capacity Analyst	Capacity Requirements	TPC – Model and Size Capacity Requirements PM for z/OS – Model and Size Capacity Requirements
Evaluate the impact the new capacity requirements have on resource costs.	Financial Management Plan and Control Budgets	Financial Manager	IT Financial Reports	ITUAM – Plan and Control IT Budgets
The Capacity Analyst uses the capacity requirements to update the Capacity Plan.	Capacity Management Produce and Maintain Capacity Plan	Capacity Analyst	Capacity Plan
Use the SLA recommendations in the Capacity Plan to define a new SLA for the customer ordering system, setting the critical operating hours to 24x7.	Service Level Management Create and Maintain Service Level Agreements	Service Level Analyst	Service Level Agreement	TSLA – Create and Maintain Service Level Agreements
Applications are monitored for performance and availability. The results are analyzed and reported to the application stakeholders.	Availability Management Monitor, Analyze, and Report Availability	Availability Manager	Operational Monitoring Data	ITM – Monitor, Analyze, and Report Availability TSLA – Monitor, Analyze, and Report Availability TBSM – Monitor, Analyze, and Report Availability

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