The global skills and competency framework for the digital world

Capacity management CPMG

Ensuring that service components have the capacity and performance to meet current and planned business needs.

Guidance notes

Service components include — but are not limited to — hardware, software, network resources and software/infrastructure as a service.

Activities may include — but are not limited to:

  • planning, design and management of the capability, performance, functionality and sustainability of service components to meet business needs
  • modelling long-term changes and short-term variations in the level of capacity required to execute the service
  • implementing capacity management practices to support cloud-based services
  • deployment of techniques to control the demand and add/reduce capacity in a cost-effective, timely manner to meet changes in demand.


Defined at these levels: 4 5 6

Capacity management: Levels 1-3

This skill is not typically observed or practiced at these levels of responsibility and accountability.

Capacity management: Level 4

Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.

Applies techniques to control the demand upon a particular resource or service.

Contributes to capacity modelling and planning.

Supports the design of service component capacity.

Capacity management: Level 5

Manages capacity modelling and forecasting activities.

Proactively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Provides advice to support the design of service components, including designing in flexible and scalable capacity.

Works with business representatives to agree and implement short- and medium-term modifications to capacity.

Drafts and maintains standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures.

Capacity management: Level 6

Leads the development and implementation of policy and strategies for capacity and performance management to meet business needs.

Leads capacity modelling and forecasting over the organisation’s planning or budgeting cycle.

Ensures that the policies and standards for capacity management are fit for purpose, current and correctly implemented.

Reviews new business proposals and provides specialist advice on capacity issues.

Capacity management: Level 7

This skill is not typically observed or practiced at this level of responsibility and accountability.