Capacity Management: A CA IT Service Management Process Map

Overview

CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. This paper discusses how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in order to achieve process objectives. Along each journey, careful attention is given to the critical role of technology in both integrating ITIL processes and automating ITIL process activities.