Weighting S&S / R&D / U&M

Discussion of any ITIL or related issues that don't fit well into any of the above.
Post Reply
User avatar
Posts: 1
Joined: Tue Sep 04, 2012 8:00 pm

Wed Sep 05, 2012 5:22 am


at our work in the TI we have the feeling of beeing stucked due to ca. 90% of Service and Support.
So we decided to restructure our processes.

Now I'm wondering if there is anyone who have maybe experience about which weighting should be targeted between the Components
Service and Support / Research and Development / Upkeep and Maintenance

I hope I could make my question clear ( a little bit problematically due to my lag of english knowledge)

Best regards

User avatar
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Wed Sep 05, 2012 11:36 am


if I read you correctly, you are asking what should be the apportionment of resources between the three areas Service and Support / Research and Development / Upkeep and Maintenance.

I have to tell you that there is no answer that suits any two organizations. It entirely depends on factors around the nature of your services and the goals of your organization. The factors to do with costs and risks and value and growth are very much your own and the market factors are different for every market.

It is perfectly feasible for the figures to pan out as 90-15-5 or 20-55-25 or almost anything else.

There is also the question of sufficiency. If you have insufficient resources to meet your identified needs then the proportions will distort in favour of the highest value activities and that may be largely a defensive value (i.e. what you cannot afford not to do).

Apologies if I have misunderstood your question.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Post Reply