# ISO 20000 Capacity Management > Create the capacity management plan for ISO/IEC 20000-1:2011 Clause 6.5. Identifies capacity-critical resources per service, documents baselines and utilization, forecasts demand, defines thresholds with trigger actions, and plans capacity upgrades. Validates the capacity plan register for completeness. Tags: ISO 20000, SMS, Capacity Management, IT Service Management, Planning ## Example Prompts - Create a capacity management plan for our IT services - Define capacity thresholds and actions for critical resources - Forecast demand for the next 12 months based on business growth - Validate our capacity plan has baselines and thresholds per service URL: https://rakenne.app/skills/iso20000-capacity-management/index.md Try this skill: https://rakenne.app/a/?skill=iso20000-capacity-management ## Overview Create the capacity management plan per Clause 6.5 of ISO/IEC 20000-1:2011. This skill guides resource identification, baseline measurement, demand forecasting, threshold definition, and capacity upgrade planning to ensure services have adequate resources to meet current and future requirements. Capacity problems rarely appear overnight -- they build gradually until a service degrades or fails during peak load. Clause 6.5 requires proactive capacity management with documented baselines, thresholds, and forecasts. This skill identifies the resources that constrain each service, captures current utilization baselines, projects future demand based on business growth, and defines clear thresholds that trigger specific actions before users are impacted. For a step-by-step walkthrough, see the [**ISO 20000 SMS workspace tutorial**](/learn/tutorials/iso20000-sms-workspace-guide/). ### What It Covers - **Resource identification** -- compute, storage, network, licenses, and personnel per service - **Current baselines** -- utilization percentages, peak vs average patterns, measurement sources - **Demand forecasting** -- business growth projections, seasonal patterns, planned changes - **Thresholds and actions** -- warning (70%), critical (85%), emergency (90%+) with defined responses - **Capacity upgrade plan** -- what to upgrade, when, estimated cost, and change management alignment - **Monitoring approach** -- tools, metrics, alerting configuration, and reporting cadence ## Example Conversation > **You:** We need a capacity management plan for our ISO 20000 SMS. We've had two incidents this year where our ERP database ran out of disk space during month-end processing. > > **Agent:** Those incidents are exactly what a capacity plan prevents. I found your service catalog with 5 services. Let me understand your infrastructure: > > 1. What monitoring tools do you use for infrastructure metrics? (CPU, memory, disk, network) > 2. What is your expected business growth over the next 12 months? (user growth, transaction volume) > 3. Are there any known seasonal patterns? (month-end spikes, holiday peaks, annual audit periods) > > **You:** We use Prometheus and Grafana for monitoring. We expect 20% user growth next year -- we're onboarding two new business units. Month-end processing always spikes ERP disk and CPU usage. Year-end close in December is the worst. > > **Agent:** Let me build the capacity plan starting with your critical resources. For the ERP system that had disk issues, I need current numbers: > > 1. Current disk utilization on the ERP database server? > 2. How much does disk usage grow per month on average? > 3. Total disk allocated vs used? > > **You:** ERP database is at 72% disk usage (1.44 TB of 2 TB). It grows about 40 GB per month normally, but month-end adds an extra 20 GB spike. CPU runs at 55% average, 85% during month-end batch processing. > > **Agent:** With 40 GB/month growth plus month-end spikes, and 20% additional load from new business units, your ERP database will hit 85% disk in about 4 months and CPU during month-end processing is already at risk. Here's my proposed capacity plan: > > | Resource | Current | Warning (70%) | Critical (85%) | 12-Month Forecast | Action | > |----------|:-------:|:-------------:|:--------------:|:-----------------:|--------| > | ERP Disk | 72% | Already past | ~4 months | 95%+ (overflow risk) | Expand to 4 TB in Q1 | > | ERP CPU | 55% (85% peak) | Peak exceeds | Peak at risk | 70% avg / 95%+ peak | Add compute node in Q2 | > | Email Storage | 45% | OK | ~18 months | 58% | Monitor, plan for FY+1 | > | VPN Concurrent Sessions | 60% | ~8 months | ~14 months | 80% | License upgrade in Q3 | > > The ERP disk situation is urgent -- I recommend raising this as a priority capacity change. Do you want me to proceed with these thresholds and actions? > > **You:** Yes, those numbers match what we're seeing. Go ahead and build the full plan. > > **Agent:** I've built the capacity plan register with all 5 services, baselines, thresholds, forecasts, and planned actions. Let me validate... > > **Result:** `capacity_plan_validator` -- PASS. Resources identified per service, baselines documented, thresholds defined with actions, and demand forecasting included. ## Sample Output Excerpt The skill produces a structured JSON capacity plan register. Here is a representative excerpt showing one service with resources, forecasting configuration, and monitoring setup. --- ```json { "services": [ { "service_id": "SVC-002", "service_name": "ERP System", "resources": [ { "resource_type": "storage", "resource_name": "ERP database server (PostgreSQL)", "current_utilization": "72%", "current_absolute": "1.44 TB of 2 TB", "baseline_date": "2025-03-01", "growth_rate": "40 GB/month + 20 GB month-end spike", "threshold_warning": "70%", "threshold_critical": "85%", "threshold_emergency": "92%", "forecast_12m": "95%+", "planned_action": "Expand to 4 TB in Q1; raise capacity change request immediately", "action_owner": "Database Administrator" }, { "resource_type": "compute", "resource_name": "ERP application cluster", "current_utilization": "55% average, 85% peak (month-end)", "baseline_date": "2025-03-01", "growth_rate": "20% increase projected from new business units", "threshold_warning": "70%", "threshold_critical": "85%", "forecast_12m": "70% avg / 95% peak", "planned_action": "Add compute node in Q2; optimize batch job scheduling", "action_owner": "Infrastructure Lead" } ] } ], "forecasting": { "method": "Linear trend analysis with seasonal adjustment for month-end and year-end peaks", "horizon_months": 12, "growth_assumptions": "20% user growth from onboarding two new business units", "review_frequency": "quarterly" }, "monitoring": { "tools": ["Prometheus", "Grafana"], "alert_frequency": "real-time", "reporting_frequency": "monthly", "dashboard": "Grafana capacity dashboard with per-service resource panels" } } ``` ## Extension Tools ### `capacity_plan_validator` Validates `capacity-plan.json` against ISO/IEC 20000-1:2011 Clause 6.5 requirements: | Check | What It Does | |-------|-------------| | **Resource identification** | Each service must have at least one capacity-critical resource defined | | **Baselines** | Every resource must have a current utilization value and baseline date | | **Thresholds** | Warning and critical threshold values must be defined per resource | | **Forecasting** | The plan must include a forecasting section with method and horizon | | **Monitoring** | Monitoring tools and reporting frequency must be specified | | **Planned actions** | Flags resources with high utilization but no planned action | ## Getting Started Start by activating the *ISO 20000 Capacity Management* skill. The agent will check for your service catalog, then guide you through identifying critical resources, documenting baselines, and setting thresholds for each service. Have this information ready: - Your service catalog and SLA register (capacity must support SLA targets) - Current infrastructure metrics -- CPU, memory, disk, and network utilization per service - Monitoring tools in use (Prometheus, Zabbix, CloudWatch, etc.) - Business growth projections for the next 12-24 months - Known capacity constraints or recent capacity-related incidents The capacity plan integrates with service level management (thresholds that protect SLA targets) and feeds into service reporting for ongoing capacity trend visibility. --- Back to [Skill Library](https://rakenne.app/skills/index.md)