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.
  • Written By:
  • Published On:
  • (Originally Published On:) )
 
comments powered by Disqus


Featured publications:

Selecting Field Service Management Software

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.
  • Written By:
  • Published On:

Six Essential Considerations When Choosing a Field Service Software Solution

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 field service software, be sure that both the solution and the vendor selected conform with each of the six criteria described in this white paper.
  • Written By:
  • Published On:

Troubleshooting Remote Site Networks—Best Practices

Management and remote site employees expect the same level of network service as the headquarters site. However, when IT staff are faced with limited resources to support remote site networks, often the applications, services and performance at those sites are not as robust as the headquarters site. See how to deliver a high level of network service at remote sites using best practices outlined in this white paper.
  • Written By:
  • Published On:

You may also be interested in these related documents:

Adaptive Manufacturing: Enabling the Lean Six Sigma Enterprise

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.
  • Written By:
  • Published On:

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 among its clients that may lead to lost business. Scorecards help ensure this balance and are an improvement over more traditional single dimension approaches that tend to be based purely on expense management and business growth.
  • Written By:
  • Published On:

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 risk and support a process of ongoing improvement to reduce this risk. Furthermore, Centauri provides the financial institution with a cost-effective balanced scorecard to improve decision-making.
  • Written By:
  • Published On: