The 80/20 on ITIL

Document Sample
The 80/20 on ITIL Powered By Docstoc
					            The IT Service Blog

                                      Presents

  The 80 / 20 on ITIL
                                                                                                                        TM




ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce,
     and is Registered in the U.S. Patent and Trademark Office. Visit the Official ITIL site at http://www.itil.co.uk
Or…
Something to think about when you’re in
         your next meeting…



    The 80 / 20 on ITIL
                                     TM
Introduction

                  In the 1800’s an Italian economist,
                  Vilfredo Pareto, identified that
                  80% of the wealth of the country
                  was owned by 20% of the people.




In the 1950’s two of the early "quality gurus"
Deming and Juran, noticed in their work that 80%
of the defects came from 20% of the products, or 20% of
the causes result in 80% of the defects.
Strangely,
               this ‘law’ seems to apply to lots of things in life…


• 20% of your stored phone numbers – you call 80% of the time



• You see 20% of your family and friends – 80% of the time



• 80% of your monthly pay check vanishes in 20% of the month!!
        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




                       Do you focus 80%
                        of your time on the
                      vital 20% of things that
  Useful Many              really matter?
                80%

                         20%
What it means for IT Service Managers…
     • The 80 / 20 Rule means that in anything a few (20
     percent) are vital and many (80 percent) are trivial.

     • In Pareto's case it meant 20 percent of the people owned
     80 percent of the wealth.
     • In Juran's initial work he identified 20 percent of the
     defects causing 80 percent of the problems.

     • IT Service Managers know that 20 percent of the work
     (the first 10 percent and the last 10 percent?) consume
     80 percent of your time and resources.

     • You can apply the 80 / 20 Rule (with caution!) to almost
     anything, from the science of management to the physical
     world.
      What it means for ITIL™                                          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 CI’s are created / changed by 20% of the Infrastructure
                        80% of CI updates are generated by 20% of the changes implemented
   Use Pareto’s Law to help you Understand:

- Those ‘few’ items that affect the ‘many’

- Where your time is best spent

- Where your ‘pain points’ are

- What to focus on in any given process

- How best to display graphs / charts to reveal the ‘few’ V’s the ‘many’

- How your user base is behaving

- How your team are performing
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’
     Further (Essential) Reading


IT Service Blog     http://www.ITServiceBlog.com



IT Projects Today   http://www.ITProjectsToday.com



IT Service Today    http://www.ITServiceToday.com

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:27
posted:11/25/2011
language:English
pages:12