Performance Monitoring for In-life Capacity Management

The key to providing a meaningful management view of the performance of complex systems lies in having a co-ordinated process for data collection, analysis and presentation. TeleMarketing Services, such as the Freefone service, provide a good example. Managers of diverse, remote subsystems receive summarised performance and customer service information, mostly in the form of simple graphs, in exchange for providing reliable data. The aim is to bring together a structured view of all the components, including a red-amber-green status table, for use by senior customer-facing staff. Generally, the analyses focus on capacity, forecast and measurement, covering a flexible range of parameters. Managers then have an early view of service degradation, potential capacity exhaustion, workload imbalance and resource wastage, enabling timely remedial action, fault clearance and system enhancements.