Gartner Research

Staff Overutilization Can Render I&O Organizations Brittle

Published: 28 October 2014

ID: G00269912

Analyst(s): John Rivard, George Spafford , Tapati Bandopadhyay


Trying to do more with less, infrastructure and operations leaders often create efficiency and productivity problems by overloading employees. I&O teams should take corrective actions, including capping utilization levels at 80%, and should use prioritization, automation and flow control techniques.

Table Of Contents
  • Key Challenges



  • Cap Staff Utilization Levels at 80%
  • Use Prioritization, Automation, and Flow Control Techniques to Reduce and Manage the Overall Level of Work in Process
    • Filter and Prioritize Work
    • Limit Work in Process
    • Leverage Automation
  • Implement Standard Processes and Environments to Streamline Support and Problem Management to Reduce Incident Reoccurrences
    • Limit Variation Through the Use of Standards in the Production Environment
    • Use Problem Management to Determine Root Causes and Reduce Unplanned Work
  • Develop and Reinforce a Work Environment That Rewards Information Sharing and Proactive Behaviors
    • Cross-Train and Capture Knowledge to Decrease Resource Constraints
    • Reward Proactive Behaviors

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