Capacity planning is a crucial aspect for any technology’s success in an enterprise. It involves calculating the production of IT infrastructure, software, and communication systems to ensure efficient and smooth operations. Effective capacity planning not only guarantees stability but also ensures successful service delivery to customers. However, there are several common mistakes that organizations make when it comes to capacity planning, leading to poor system performance and a negative customer experience. In this blog, we will discuss the top five mistakes in capacity planning and how to avoid them.
1) Lack of Platform Understanding
The first mistake is the lack of platform understanding. Before calculating the capacity for any software or system, it is important to have a clear understanding of the resources that are being used. This includes inputs, incoming and outgoing requests, and frequencies. Additionally, service levels need to be considered when determining the capacity requirements. Unfortunately, many software or systems are deployed without properly calculating their load, resulting in poor performance for end-users and customers. In a contact center environment, for example, calculating the load on an Automatic Call Distribution (ACD) system requires taking into account the number of calls or contacts received on a daily basis, their duration, and forecasting for the next three to six months. Similarly, on a software level, it is important to analyze the number of requests received from end-users across different layers of the application. This understanding helps determine the optimal capacity level and forecast the number of requests and expected output for a given time period.
2) Inaccurate Forecasting
The second mistake is the inaccurate forecasting of capacity requirements. Accurate forecasting is essential for capacity planning and should be based on various factors, including the current utilization of the software or platform, market trends, and peak volume. These forecasts are helpful in ensuring that the capacity is up to the mark and can support the expected workload. However, organizations often fail to consider the sizing effort required from both system resources and the workforce when planning for system changes or additions. It is important to intelligently calculate the impact of adding new calculations or promotions on service delivery and service levels.
3) In-effective Monitoring Solution
The third mistake is the lack of an effective monitoring platform. Without a proper monitoring system in place, organizations are unable to calculate the load and peak values of their systems or software and analyze them proactively. While some organizations may have a monitoring system, it may not be comprehensive enough to provide valuable insights and support in a timely manner. A better monitoring system can offer proactive handling of problems and generate support tickets automatically, saving time for customers during outages. It is essential to have a monitoring system in place to ensure that you have complete visibility into the performance and health of your systems.
4) Missing Capacity Reviews
The fourth mistake is the failure to conduct timely reviews of capacity. Regularly reviewing trends and capacity requirements is crucial to ensure that systems are up-to-date and able to handle any new load. Whether conducted monthly or quarterly, these reviews help consider forecasts in capacity planning and ensure that systems are ready for production in the next three to six months. For example, applying patches in a timely manner to protect against known viruses is important to minimize damage. Similarly, web applications should be reviewed to analyze the load, response times, downtime, and adherence to service level agreements (SLAs) over a specific period. If there are plans to add a new physical site in the next few months, it is important to assess whether it will impact the resources and capacity of existing systems.
5) Poor Communication
The fifth mistake is the lack of communication between stakeholders. It is essential to have open and effective communication within the organization, especially regarding promotions or changes that may impact capacity requirements. By involving system owners in the planning process, they can forecast the capacity needed, the licenses required, and any additional specifications necessary to support the growth and development of the systems. Sales and customer service teams often fail to seek input from IT or engineering teams, resulting in plans being made without considering the capacity implications. This can lead to poor service levels and a negative customer experience.
Avoiding these common mistakes in capacity planning is crucial for improving customer experience, driving growth, and ensuring employee satisfaction. By avoiding all of above mistakes, organizations can optimize their capacity planning process and deliver efficient and reliable services to their customers.
ABOUT AUTHOR:
Jawad Abid, is a highly skilled professional with extensive experience in the fields of business, technology, and customer service. Throughout his career, he has worked with major telecoms, banks, outsource service providers, startups, and Fortune 500 companies in various capacities. Jawad is deeply passionate about acquiring knowledge on new technologies, understanding how they enhance businesses and improve lives, and sharing his knowledge with the community as a way of giving back.
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