Six Sigma and Service Management


ITIL needs more from outside in order to fully support IT governance.

For the quality aspect Six Sigma is a strong contender. Since General Electric announced huge savings this “critical to quality” approach has become popular (an article around cost reduction for several well known companies is here).

Six Sigma is a methodology that systematically improves processes by eliminating defects. The goal is to achieve exceptional quality among the competition by reducing effects to 3.4 defects (or less) per one million opportunities.

An interesting point in Six Sigma is it’s DMAIC methodology for improving existing processes:

Define

Measure

Analyze

Improve

Control

Check Six Sigma for IT Service Management article from Richard Morgan and Linh C. Ho.

Sigma (the lower-case Greek letter σ) is used to represent standard deviation (a measure of variation) of a population (lower-case ‘s’, is an estimate, based on a sample). The term “six sigma process” comes from the notion that if one has six standard deviations between the mean of a process and the nearest specification limit, then one will make practically no items that exceed the specifications. From Six Sigma Wikipedia entry.

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