Six Sigma for IT Management (eBook)

Sven den Boer (Autor)

eBook Download: PDF

2006
192 Seiten
van Haren Publishing (Verlag)
978-90-8753-190-4 (ISBN)

Infos

This is the first book to provide 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 organisations. Six Sigma provides a quantitative 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" 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.

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Note: This book is available in several languages: Chinese, English.Six Sigma provides a quantitative 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' 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 is the first book to provide 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 organisations.

Inhalt

Introduction 14
Six Sigma 15
ITIL 18
Aligning Six Sigma with ITIL 18
Summary 20
1 Why Six Sigma for IT Service Management? 22
1.1 The rise of Total Quality Management 22
1.2 IT Service Management and Six Sigma 29
1.3 Summary 31
2 What is Six Sigma? 32
2.1 Definition of Six Sigma 33
2.2 Example: Time to fix a customer call about a defectivelaptop 34
2.3 Example: Impact on customer and company 36
2.4 DMAIC walk-through 39
2.5 Managing the Six Sigma project in practice 44
3 What is ITIL? 50
3.1 History of ITIL 50
3.2 What is the ITIL Framework? 51
3.3 The heart of ITIL 54
3.4 Summary 56
Case study: How to… use Six Sigma toimprove a Major European Bank’s CreditCard Service 58
DMAIC: Define 59
DMAIC: Measure 59
DMAIC: Analyze 60
DMAIC: Improve 63
DMAIC: Control 65
Summary 68
4 Combining Six Sigma and ITIL 70
4.1 Why Six Sigma complements ITIL 71
4.2 Scenarios 78
4.3 Integrating Six Sigma with ITIL: importantconsiderations 81
4.4 Integrating ITIL and Six Sigma: differences andsimilarities 83
4.5 Summary 87
Case study: How not to… use Six Sigmato improve the Helpdesk 90
How it started 90
The project 91
Let’s try again 93
Summary 97
5 A Six Sigma approach to IT processimprovement 98
5.1 Role of IT processes in improving business services 99
5.2 What is IT process improvement? 100
5.4 When to consider IT process improvement 102
5.5 Introduction to IT process improvement approach 103
5.6 The Six Sigma approach to IT process improvement 104
5.7 IT process improvement phases 107
5.8 Managing an IT process improvement project 115
5.9 Introduction to IT process mapping 118
6 Best practices of applying Six Sigmain IT Service Management 122
6.1 ITIL Service Support 122
6.2 ITIL Service Delivery 129
6.3 Enhancing user trust in ICT applications (ICT SecurityManagement) 136
6.4 Software Development and Application Management 142
6.5 System Management/Infrastructure Management 158
6.6 Service Desks 174
6.7 Six Sigma for IT outsourcers 185
Appendix A: Further reading 189

Produkt-Details

• Erscheint lt. Verlag: 13.7.2006
• Verlagsort: Zaltbommel
• Sprache: englisch
• Themenwelt: Mathematik / Informatik ► Informatik
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• ISBN-10: 90-8753-190-7 / 9087531907
• ISBN-13: 978-90-8753-190-4 / 9789087531904