A cloud operations team runs a customer-facing SaaS platform on autoscaling IaaS. Over three consecutive months, month-end batch processing has caused CPU saturation and degraded response times, even though autoscaling eventually adds capacity. The operations manager wants a repeatable ITIL-aligned process to forecast demand, model future workload growth, and ensure resources are provisioned ahead of predictable spikes rather than reacting to them. Which operational process should the team formalize to address this?