Capacity management process and availability for an information technology service systems development model

Abstract

In studies conducted by the National Center for Software Quality from 2009 to 2016 to the services provision of Information Technology in organizations of the Cuban Software Industry, 85 entities of services have been diagnosed based on good practices proposed by internationally recognized models such as CMMI-SVC, ITIL, COBIT and ISO 20000. The data obtained allow us to identify several of the problems faced by the production process in terms of Capacity Management and Availability of Services. To support the development and counteract this situation, the research project "Model for the development of information technology service systems" is approved by the Ministry of Science, Technology and Environment. A strategic area within the model is the Capacity Management and Availability of Services, a discipline focused on ensuring that the service provider has, at all times, the capacity to meet the agreed demand, current and future, of the needs of the clients and ensure that the agreed continuity and availability commitments can be fulfilled under all circumstances. It also implies, capacity and availability at a reasonable cost and using resources efficiently.