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Obsidian Business Service Intelligence

Demand and capacity management at Camper

On Wednesday March 21 2018, Enric Roca, IT Infrastructure Manager at Camper, and Diego Berea, Director of Obsidian, gave a presentation on BrightTalk about the implementation of Camper’s IT platform for service capacity management and demand management processes using the Obsidian service monitoring platform.

The video of the presentation is available on YouTube. Currently, it has 28275 views and 300 likes. The video is in Spanish, but subtitles are available in English, Portuguese, and Spanish.

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Capacity management versus demand management


ITIL and ISO 20000 describe both an IT service capability management process and a demand management process.

  • What are the differences between the two?
  • How can they be implemented effectively in an organization?
  • Is it possible to automate them?
  • Lastly, can they be given intelligence?


Effective implementation of these processes in organizations providing IT services is not without its challenges. This presentation shows some keys to implementing these processes successfully, following ITIL best practices and the requirements of ISO 20000-1:2018.

A Success Story: Demand and capacity management with Obsidian in Camper


First of all, based on Camper’s real case, Enric Roca shows how to calculate service level indicators to develop dashboards and reports showing SLA compliance levels, both in real time and as a historical analysis.

Then, Diego Berea goes on to present the capacity management process and how to handle it at the component, service, and business levels.

Finally, the presentation describes how to analyze the demand, apply artificial intelligence techniques to estimate their evolution and detect behavioral patterns.

Other Obsidian Presentations on BrightTalk


It was the second consecutive year that Obsidian participated in the itSMF Spain tools course. In 2017, the webinar presented by Raquel Fernández dealt with the calculation of SLAs using Obsidian.
Previously, in 2016, Diego Berea presented another webinar with David A. Smith about New trends in IT service monitoring.

Further information

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