Six Sigma for IT Service Level Management

Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests there is a growing interest in Six Sigma.

Featured Software Research:

Selecting Field Service Management Software

  • Source: IFS
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What is a dynamic scheduling engine, and why does your field service management operation need one? Learn the ins and outs of this technology, which can help you adapt to rapidly changing priorities, schedule in real time, meet demanding service level agreements, and more, all while reducing cost. Read More

Six Essential Considerations When Choosing a Field Service Software Solution

  • Source: IFS
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There are numerous CRM, call center, help desk and ERP solutions available that can help companies control and manage their call center and customer support activities more effectively. However, field service requirements are much more complex and diverse than call center and customer support functions. Therefore, it is essential that companies considering software for field service evaluate, select, and deploy software designed specifically for field service. If you're in the process of evaluating... Read More

Skelta BPM and High Availability

Companies are now adopting cloud for hosting their business process management (BPM) tools. BPM on cloud can help control costs, optimize business processes, and improve organizational agility all while achieving a high level of service availability.

High availability is a system design approach for analyzing and managing the impact of planned and unplanned outages. High availability solutions provide a robust backup capability so that applications keep running without disruption, even... Read More

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Adaptive Manufacturing: Enabling the Lean Six Sigma Enterprise

  • Source: SAP
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Enabling lean manufacturing and six sigma principles to improve operations requires a nontraditional approach. The old idea that lean manufacturing and six sigma principles don’t require IT isn’t valid anymore. Enterprise resource planning (ERP) and supply chain management (SCM) applications are critical for enabling holistic, lean manufacturing operations, and work hand-in-hand to better enable consumption—not forecasts—to drive replenishment. Read More

Reporting Value of IT Services with Balanced Scorecards

A balanced scorecard is a measurement system for management that provides real insight into the status of a business or some part of it. Developed by Kaplan and Norton in the early 1990s, balanced scorecards provide a control system that helps ensure the right balance between different, and often times conflicting, perspectives. For example, an insurance company may increase profitability by offering incentives to claims assessors for taking a tough stance on payout, but will soon find dissatisfaction... Read More

Reducing Operational Risk of IT Service in Finance

An overview for CIOs of the provision and management of IT services at a level that addresses the risk management issues raised by the Basel Committee's New Capital Accord expected to become effective during 2006. Because of the dependence financial institutions have on IT services, the accord requires adequate provision to assure the availability of these services. Centauri Business Service Manager is presented as the solution: one that allows a CIO to assess current risk levels, measure ongoing... Read More
 
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