Six Sigma for IT Management
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Content
1.1 - Six Sigma [Seite 15]
1.2 - ITIL [Seite 18]
1.3 - Aligning Six Sigma with ITIL [Seite 18]
1.4 - Summary [Seite 20]
2 - 1 Why Six Sigma for IT Service Management? [Seite 22]
2.1 - 1.1 The rise of Total Quality Management [Seite 22]
2.2 - 1.2 IT Service Management and Six Sigma [Seite 29]
2.3 - 1.3 Summary [Seite 31]
3 - 2 What is Six Sigma? [Seite 32]
3.1 - 2.1 Definition of Six Sigma [Seite 33]
3.2 - 2.2 Example: Time to fix a customer call about a defectivelaptop [Seite 34]
3.3 - 2.3 Example: Impact on customer and company [Seite 36]
3.4 - 2.4 DMAIC walk-through [Seite 39]
3.5 - 2.5 Managing the Six Sigma project in practice [Seite 44]
4 - 3 What is ITIL? [Seite 50]
4.1 - 3.1 History of ITIL [Seite 50]
4.2 - 3.2 What is the ITIL Framework? [Seite 51]
4.3 - 3.3 The heart of ITIL [Seite 54]
4.4 - 3.4 Summary [Seite 56]
5 - Case study: How to. use Six Sigma toimprove a Major European Bank's CreditCard Service [Seite 58]
5.1 - DMAIC: Define [Seite 59]
5.2 - DMAIC: Measure [Seite 59]
5.3 - DMAIC: Analyze [Seite 60]
5.4 - DMAIC: Improve [Seite 63]
5.5 - DMAIC: Control [Seite 65]
5.6 - Summary [Seite 68]
6 - 4 Combining Six Sigma and ITIL [Seite 70]
6.1 - 4.1 Why Six Sigma complements ITIL [Seite 71]
6.2 - 4.2 Scenarios [Seite 78]
6.3 - 4.3 Integrating Six Sigma with ITIL: importantconsiderations [Seite 81]
6.4 - 4.4 Integrating ITIL and Six Sigma: differences andsimilarities [Seite 83]
6.5 - 4.5 Summary [Seite 87]
7 - Case study: How not to. use Six Sigmato improve the Helpdesk [Seite 90]
7.1 - How it started [Seite 90]
7.2 - The project [Seite 91]
7.3 - Let's try again [Seite 93]
7.4 - Summary [Seite 97]
8 - 5 A Six Sigma approach to IT processimprovement [Seite 98]
8.1 - 5.1 Role of IT processes in improving business services [Seite 99]
8.2 - 5.2 What is IT process improvement? [Seite 100]
8.3 - 5.4 When to consider IT process improvement [Seite 102]
8.4 - 5.5 Introduction to IT process improvement approach [Seite 103]
8.5 - 5.6 The Six Sigma approach to IT process improvement [Seite 104]
8.6 - 5.7 IT process improvement phases [Seite 107]
8.7 - 5.8 Managing an IT process improvement project [Seite 115]
8.8 - 5.9 Introduction to IT process mapping [Seite 118]
9 - 6 Best practices of applying Six Sigmain IT Service Management [Seite 122]
9.1 - 6.1 ITIL Service Support [Seite 122]
9.2 - 6.2 ITIL Service Delivery [Seite 129]
9.3 - 6.3 Enhancing user trust in ICT applications (ICT SecurityManagement) [Seite 136]
9.4 - 6.4 Software Development and Application Management [Seite 142]
9.5 - 6.5 System Management/Infrastructure Management [Seite 158]
9.6 - 6.6 Service Desks [Seite 174]
9.7 - 6.7 Six Sigma for IT outsourcers [Seite 185]
10 - Appendix A: Further reading [Seite 189]
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