From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Reduce variation by simplification and automation

Reduce variation by simplification and automation - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Reduce variation by simplification and automation

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- [Instructor] Another ITIL foundation concept is that the level of degradation in service quality is proportional to the amount of variation in services and processes. So one effective use of automation is to reduce variation, including things like variation in performance of individuals with time, workload, motivation, and nature of task at hand, variation in knowledge skills and experience of individuals that can lead to variations in performance of processes, variations in processing times across service transactions, jobs or cycles that can lead to degradations in service levels, delays, congestion, et cetera. Here we'll apply the fifth way, rooting out unnecessary variation and dependencies. Here's how. List services and processes and rate each for level of variation in people, numbers, skills, et cetera, performance, put et cetera, and configuration, snowflake or varied versus vanilla or homogenous components. Level of automation effort required to reduce variation and relative…

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