Queue Length

If above 80% utilisation, queue lengths become too wasteful, then there are some really interesting implications for how to plan in order to get work done.

If keeping the lights on takes 20% of your time (service requests, incidents, maintenance, patching), and improvement efforts take 20% (because who doesn’t have an improvement agenda nowadays?), and 20% needs to be protected to keep waste low, then you can't realistically plan to more than 40% of capacity.