The 80/20 on ITIL

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  The 80 / 20 on ITIL

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Something to think about when you’re in
         your next meeting…

    The 80 / 20 on ITIL

                  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.
               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%


Useful Many

                     The 80 / 20 Rule

        Vital Few           20%

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?

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
      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
           - 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

IT Projects Today

IT Service Today

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