In the antecedent two articles, we looked at what Six Sigma is and how it can be activated to ITSM (IT account management) by highlighting accordant techniques. The techniques declared in the antecedent commodity are those that are frequently acclimated by IT shops whether their companies are Six Sigma-committed at the accumulated akin or not. In this article, we will attending at what ITIL (Information Technology Infrastructure Library) is, its new adaptation 3’s CSI (Continual Account Improvement), and how Six Sigma complements ITIL v3.
ITIL is the industry best convenance for ITSM. It was developed in the 1980s in the United Kingdom and broadly adopted by the mid- to backward 1990s globally. Six Sigma was additionally developed in the 1980s but has roots in America and has been broadly adopted with abundant success by Global and Fortune 1000 companies.
While ITIL helps authorize constant processes, Six Sigma improves activity affection by eliminating defects. The two approaches are a able aggregate for around-the-clock IT account improvement. ITIL’s account administration activity aeon focuses on amalgam IT with the business-in acceptance that IT plays an basic allotment of the business today. It has bristles amount books acknowledging this activity cycle: Account Strategy, Account Design, Account Transition, Account Operation and CSI. Underpinning these bristles ITIL phases, there are 24 processes-each with its own objectives and best convenance guidelines for activity adeptness and for carrying business amount of IT services. Six Sigma focuses on the criticality of the business while abbreviation variation/defects (or costs). At its amount is the DMAIC (Define, Measure, Analyze, Improve, Control) model. Anniversary of these phases has bright objectives, tasks and techniques.
Furthermore, Six Sigma provides IT with a way to baseline account affection level, accent and focus on what’s important to the business/customers, quantify advance for acknowledgment on investments, and ascendancy improvement. Lastly, Six Sigma comes from the business apple with abundant success while ITIL comes from the apple of IT. Combining the two approaches, therefore, helps IT become added accumbent with the needs of the business.
Establishes constant processes
-Continual account improvement
Improves process/service quality
Improved IT activity efficiency, account affection while aspersing costs.
Improved advice with the business counterparts and metrics selection.
Comes from IT
Comes from the business
Better integration/alignment amid IT and the business.
ITIL needs added industry accustomed practices (Six Sigma, Cobit, TQM, ISO).
Six Sigma is added able with accessible abstracts to analyze.
Improvement projects are added able due to the ample aggregate of abstracts in the apple of IT.
Table 1 How Six Sigma complements ITIL
CSI is an important appearance in the IT Account Administration activity cycle; back business demands advance and change over time, the adeptness to always accommodated and beat the business/customers’ expectations becomes critical. ITIL v3 introduces the Seven Footfall Activity to improvement:
1. Ascertain what you should measure
2. Ascertain what you can measure
3. Gather the data
4. Activity the data
5. Assay the data
6. Present/assess the data
7. Apparatus antidotal actions
ITIL additionally highlights the charge for account altitude and advertisement through account administration products. Moreover, ITIL suggests that added industry-accepted practices such as Six Sigma and Total Affection Administration are commutual to added enhance the best practice.
Six Sigma is a broadly accustomed applied access for account affection advance that lends itself artlessly to ITIL. The diagram beneath illustrates how Six Sigma and ITIL v3 CSI fit together.
ITIL v3’s new Seven Footfall Advance Activity in the CSI appearance goes hand-in-hand with Six Sigma’s DMAIC model. Anniversary of the seven accomplish is a assignment about declared beneath the DMAIC phases (see Figure 1). As declared previously, anniversary DMAIC appearance has its goals, tasks and tools. If we attending at anniversary one of the Six Sigma DMAIC objectives and the seven accomplish of ITIL’s CSI below, we can see area they fit with anniversary other.
Six Sigma Define: Assay the problem. Ascertain assessable goals and end results.
Six Sigma Measure: Benchmark accepted performance. Collect data.
Six Sigma Analyze: Assay basis account of problem. Assay the abstracts and assay advance opportunities.
Six Sigma Improve: Recommend and apparatus solutions. Produce activity plan.
Six Sigma Control: Sustain improvement. Predict activity behavior.
Figure 1 This diagram illustrates how ITIL v3’s CSI Seven Footfall Advance Activity complements Six Sigma’s DMAIC model.
ITIL v3’s accent on CSI recognizes the charge to add a affection band to ITSM and accompany in accurate methods such as Six Sigma and Total Affection Management. Six Sigma complements ITIL by accouterment accoutrement and techniques to measure, assay and address on account quality, assay basis causes, and accent advance area it affairs the best to the barter and business. In short, ITIL establishes constant ITSM processes, and Six Sigma improves these processes and account quality.
This completes our alternation of accessories on the affair of Six Sigma for ITSM. Some key takeaways from these accessories are:
Linh C. Ho is Director of Artefact Business at OpTier Inc. Prior to OpTier, Linh was chief artefact business administrator at Compuware, as able-bodied as at Proxima Technology. Linh has over 10 years in the IT account administration market. Linh is a co-author of two itSMF books: “Global Best Practices for IT Management” and “Six Sigma for IT Management.” Linh additionally served on the analysis aggregation for several itSMF books, including ITIL V3 Foundations. She has accounting accessories and announced at conferences on the capacity of Six Sigma, ITIL and IT account management. Linh is certified ITIL v3 and a Six Sigma Champion. She holds an Honors Baccalaureate in Commerce; International Business Administration and Administration Information Systems from the University of Ottawa. She can be accomplished at [email protected]
Linh C. Ho has appear a Six Sigma Q&A (click actuality for PDF)
itSMF has appear a book alleged “Six Sigma for IT Management” apropos to this topic.
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