8.3.1.2. Incident Management Process for Performance Management
As Figure 18 shows, there are a number of ways to resolve performance incidents,
depending on how they were generated. 
Lack of tenant capacity – When a tenant’s capacity is fully used
, events can be triggered depending on how a tenant’s lease is defined. If the tenant purchased a bursting ability, additional resources can be added at a premium cost if they are in excess of their base usage. If bursting has not been purchased or is not available
, the tenant should be notified
that their capacity has been fully used.
Lack of provider capacity –T
his should never happen if the design guidance for
proactive Capacity Management
is established and effective.
If capacity is fully used
, the service provider must either add more capacity or move capacity around to address the issue. This condition should be reported to Capacity Management
and may result in SLA breaches for tenants.Hardware or software failure – Performance issues can be the result of either a software or hardware error such as host failures, configuration errors, bad software updates, or other repairable issues. If insufficient redundancy is built into the overall vCloud, these types of errors can also result in SLA breaches for tenants.
Figure 18. High-Level Incident Management Process for Performance
If the incident is high priority or a chronic issue turn it over to Problem Management for further analysis.
