ITIL 4: High-velocity IT Reference and Study Guide

5 High-velocity IT techniques

5.1 Techniques for valuable investments

See section 2.3.1 for a description of the valuable investment objective that the following techniques support.

5.1.1 Prioritization techniques

Queues occur wherever the demand for work exceeds the capacity to complete it within the expected timeframe. In an ideal situation, an organization would have no variation in demand and would have the appropriate quality and quantity of resources needed to satisfy it. However, organizations often need to contend with having a fixed capacity but a varying demand for services. This imbalance creates queues or backlogs in which work items need to be prioritized.

Prioritization is an activity commonly associated with support and software ...