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The IT Service Blog Presents

The IT Service Blog Presents. T h e 80 / 20 o n 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…

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The IT Service Blog Presents

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  1. The IT Service Blog Presents The80/20on 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

  2. Or… Something to think about when you’re in your next meeting… The80/20on ITIL TM

  3. 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 andJuran, 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.

  4. 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!!

  5. The 80 / 20 Rule Vital Few 20% 80% Useful Many 80% 20% …is best summed up by remembering this image…

  6. The 80 / 20 Rule Vital Few 20% 80% Do 20% of Your Users Cause 80% of recurring Incidents ? Does20% of Your Infrastructure Cause 80%of your Outages? Do 20% of your Staff Cause 80%of Your Migranes?

  7. The 80 / 20 Rule The value of the Pareto Principle for an IT Service Manager is that it reminds you to focus on the 20% percent that matters! Do you focus 80% of your time on the vital20% of things that really matter? Useful Many 80% 20%

  8. What it meansfor 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 20percent 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.

  9. What it meansfor 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

  10. 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

  11. 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’

  12. Further (Essential) Reading IT Service Blog http://www.ITServiceBlog.com IT Projects Today http://www.ITProjectsToday.com IT Service Today http://www.ITServiceToday.com

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