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Methods and applications for IT capacity decisions: Bringing management frameworks into practice

This paper discusses some aspects of the decisional challenges implied by the management of modern information technology (IT) systems. These rapidly evolving complex systems are crucial to the overall performance of industrial companies. Two challenges are delineated: (1) the complexity of modern systems requires a system-thinking approach; (2) the critical role of IT in business performance implies taking into account these technological aspects within any business plan. Some IT management frameworks are designed to face these challenges but seem not to provide enough comprehensible decisional support to IT managers in real time. That is why this paper proposes innovative decision-aid methods, designed for some of the activities related to capacity management. Attention is paid to modelling and monitoring activities, through methods that combine qualitative and quantitative analyses. These approaches can provide operational support to IT managers. The added value of the methods developed is demonstrated by practical examples implemented in a semiconductor manufacturing firm. These results are an encouraging first step towards more comprehensive and more effective solutions.