Gartner Research

80/20 ITSM: Prioritize With Pareto's Principle

Published: 12 February 2015

ID: G00270519

Analyst(s): Tapati Bandopadhyay


Persistent low maturity of I&O indicates low maturity of the leadership and a failure to prioritize and execute high-impact transformations. I&O leaders should use Pareto's 80/20 principle to prioritize people, process, technology and information when making service improvements.

Table Of Contents
  • Key Challenges



  • Identify and Prioritize ITSM Initiatives for the Top 20% of Mission-Critical IT Services
  • Plan to Deploy 80% of ITSM Initiatives and Resources on the Top 20% of Business-Contributing IT Services
  • Focus on Strongly Differentiated Reward and Recognition Systems for the Top 10% to 20% of I&O Staffers

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