Here's the 80/20 on ITIL - courtesy of Vilfredo Pareto the Italian Economist.
This post contains a small slide deck that you can download right now and is just designed to get your creative juices flowing on where (and why!) the 80/20 'rule' can and should be applied to many aspects of ITIL implementations and the way we manage our service processes.
You can easily use the application of Pareto in conjunction with many other 'tools' you already have in your management kitbag and it doesn't have to be statisically based - just whole numbers.
Although this isn't a deeply mathematical six sigma type exercise - far from it - I have used Pareto style thinking (and charts) VERY successfully in recent years. Two examples spring to mind: (a) proved to a big Client that there was a big problem that was caused by a relatively small part of the Service Operation and more specifically, (b) 87% of all recurring non major incidents (some 13,000 per month) are actually related to 12% of incident caused-by category labels. Something to go on there!
Anyway, this is something to think about. [Although - when I was putting the slide deck together last night - I was actually more worried about the relevancy of the Pay Check stat!]
Comments