IT INFRASTRUCTURE OPERATIONS – Established a capacity planning model for productivity management

Supported Global Head of IT Infrastructure at a global bank to implement a structured methodology to identify work load drivers, measure productivity and hence manage capacity in a scientific way.


  • No visibility to demand drivers – who and what contributes to the work load.
  • Lack of a standard framework to measure Demand vs Capacity vs Actual utilisation.
  • Quantification of benefits from automation and improvement ideas implemented across the unit.


  • Established standard process breakdown into measurable activities with processing time across all domains – Problems, Change, Incidents and Maintenance.
  • Rigorous training of ops managers on capacity planning, work measurement and operations management.
  • CPM dashboards were implemented with Action Planning and Governance for full proof execution.


  • Full visibility to workload drivers using capacity planning dashboards for all processes.
  • Normalized demand to match capacity – ensured adherence to SLA.
  • Quantified benefits from multiple initiatives using.


  • Capacity planning
  • Productivity Management
  • Visual impact
  • Mindsets and Behaviour