Six Sigma for IT Management
1st Edition
Published on 13. July 2006
189 pages
978-90-8753-190-4 (ISBN)
Description
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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Other editions
Additional editions
itSMF - The IT Service Management Forum | Sven den Boer | Jan van Bon
Six Sigma for IT Management
Book
06/2006
Van Haren Publishing BV
€59.67
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Content
1 - Introduction [Seite 14]
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]
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]
