Six Sigma for IT Management - A Pocket Guide (eBook)

Sven Boer (Autor)

eBook Download: PDF

2011
166 Seiten
van Haren Publishing (Verlag)
978-90-8753-183-6 (ISBN)

Infos

Six Sigma provides a quantitive methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes. The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance. IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes. ITIL defines the ‘what’ of Service Management; Six Sigma defines the ‘how’ of process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics. This Pocket guide, provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organizations.

Inhalt

Acknowledgments 6
Foreword 10
Introduction 14
1 Why Six Sigma for IT Service Management? 22
1.1 The importance of quality management 22
1.2 Six Sigma for TQM 23
1.3 What is Service Management? 26
1.4 IT Service Management and Six Sigma 28
1.5 Summary 30
2 What is Six Sigma? 32
2.1 Definition of Six Sigma 33
2.2 Example: Time to fix a customer call about a defective laptop 35
2.3 Reduce variation 38
2.4 DMAIC walk-through 39
3 Combining Six Sigma and ITIL 48
3.1 What is ITIL? 48
3.2 Why Six Sigma complements ITIL 52
3.3 Integrating Six Sigma with ITIL: important considerations 60
3.4 Integrating Six Sigma and ITIL Processes: three possible scenarios 68
3.5 Summary 73
4 A Six Sigma approach to IT process improvement 76
4.1 IT processes in improving business services 77
4.2 The IT process improvement approach 78
4.3 The Six Sigma approach to IT process improvement 82
4.4 Six Sigma in the IT process improvement phases 83
4.5 IT process improvement - the project approach 96
4.6 IT process mapping 98
4.7 Summary 100
Appendix A: Six Sigma Glossary 102
Appendix B: Managing the Six Sigma project in practice 108
Appendix C: Techniques that can be used in ITSM Six Sigma projects 116
Appendix D: Further reading 160

Produkt-Details

• Erscheint lt. Verlag: 3.3.2011
• Reihe/Serie: Best Practice
• Verlagsort: Zaltbommel
• Sprache: englisch
• Themenwelt: Mathematik / Informatik ► Informatik
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• ISBN-10: 90-8753-183-4 / 9087531834
• ISBN-13: 978-90-8753-183-6 / 9789087531836