1. SIX SIGMA FOR IT MANAGEMENT
- What is Six Sigma?
- Why Six Sigma?
- Who could use Six Sigma?
- How to use Six Sigma?
- Aligning Six Sigma with ITIL
1. Why Six Sigma for IT Service Management?
The Rise of Total Quality Management (TQM)
IT Service Management and Six Sigma
2. What is Six Sigma?
Definition of Six Sigma
DMAIC walk-through (Define, Measure, Analyze, Improve, Control, Report)
Managing the Six Sigma project in practice
3. What is ITIL?
History of ITIL
What is the ITIL Framework?
The Heart of ITIL
Case study: Major European Bank
DMAIC: Define, Measure, Analyze, Improve, Control. Summary.
4. How can Six Sigma and ITIL be combined?
Why Six Sigma complements ITIL
Integrating Six Sigma with ITIL: Important Considerations
Integrating Six Sigma with ITIL: Differences and Similarities
Case study: How not to … improve the Helpdesk
5. A Six Sigma Approach to IT Process Improvement
Role of IT processes in improving Business Services
What is IT Process Improvement?
Why should we consider IT process improvement?
When should we consider IT process improvement?
Introduction to IT process improvement approach
The Sigma approach to IT process improvement
IT process improvement phases
Managing an IT process improvement project
Introduction to IT Process Mapping
2. 6. Best Practices of Applying Six Sigma in ITSM
ITIL Service Support
ITIL Service Delivery
ITIL Security Management
Software Development and Application Management
System Management/Infrastructure Management
Six Sigma for IT Outsourcers
Appendix A: Further Reading