Boer Six Sigma for IT Management - A Pocket Guide

1. Auflage 2011
ISBN: 978-90-8753-183-6
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 166 Seiten

Reihe: Best Practice

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.

Autoren/Hrsg.

Boer, Sven

Inhaltsverzeichnis

1;Acknowledgments;6
2;Foreword;10
3;Introduction;14
4;1 Why Six Sigma for IT Service Management?;22
4.1;1.1 The importance of quality management;22
4.2;1.2 Six Sigma for TQM;23
4.3;1.3 What is Service Management?;26
4.4;1.4 IT Service Management and Six Sigma;28
4.5;1.5 Summary;30
5;2 What is Six Sigma?;32
5.1;2.1 Definition of Six Sigma;33
5.2;2.2 Example: Time to fix a customer call about a defective laptop;35
5.3;2.3 Reduce variation;38
5.4;2.4 DMAIC walk-through;39
6;3 Combining Six Sigma and ITIL;48
6.1;3.1 What is ITIL?;48
6.2;3.2 Why Six Sigma complements ITIL;52
6.3;3.3 Integrating Six Sigma with ITIL: important considerations;60
6.4;3.4 Integrating Six Sigma and ITIL Processes: three possible scenarios;68
6.5;3.5 Summary;73
7;4 A Six Sigma approach to IT process improvement;76
7.1;4.1 IT processes in improving business services;77
7.2;4.2 The IT process improvement approach;78
7.3;4.3 The Six Sigma approach to IT process improvement;82
7.4;4.4 Six Sigma in the IT process improvement phases;83
7.5;4.5 IT process improvement - the project approach;96
7.6;4.6 IT process mapping;98
7.7;4.7 Summary;100
8;Appendix A: Six Sigma Glossary;102
9;Appendix B: Managing the Six Sigma project in practice;108
10;Appendix C: Techniques that can be used in ITSM Six Sigma projects;116
11;Appendix D: Further reading;160