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The 80 / 20 on ITIL
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Or
Something to think about when youre in your next meeting
The 80 / 20 on ITIL
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Introduction
In the 1800s an Italian economist,
Strangely,
this law seems
20% of your stored phone numbers you call 80% of the time
You see 20% of your family and friends 80% of the time
The 80 / 20 Rule
is best summed up by remembering this image
Vital Few
20% 80%
Useful Many
80% 20%
The 80 / 20 Rule
Vital Few
20% 80%
Do 20% of Your Users Cause 80% of recurring Incidents ? Does 20% of Your Infrastructure Cause 80% of your Outages? Do 20% of your Staff Cause 80% of Your Migranes?
The 80 / 20 Rule
reto th e P a of value for an IT The pl e Princi Manager is e Servic eminds you r 20% that it n th e us o s! to foc hat matter nt t perce
Useful Many
80%
Do you focus 80% of your time on the vital 20% of things that really matter?
20%
Processes
Incident Management 80% of Incidents are Caused by 20% of users / components / systems / services
80% of Incidents are resolved by 20% of the Overall Support function (Service Desk / 1st Line Support)
80% of Service Penalties are caused by 20% of Major Incidents Problem Management 80% of Problems are generated by 20% of all Incidents 80% of Root Causes relate back to 20% of Changes Change Management 80% of failed Change is generated by 20% of the IT department
80% of late changes are generated by 20% of the IT department
80% of lead time exceptions are generated by 20% of the projects underway Configuration Management 80% of CIs are created / changed by 20% of the Infrastructure 80% of CI updates are generated by 20% of the changes implemented
Warning!
- Use the law as a guide only! - In real-life actual data is rarely 80 / 20 more like 73 / 27 or 68 / 32 - Use it as another tool in your kitbag
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