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  • 1. SIX SIGMA FOR IT MANAGEMENT Introduction - What is Six Sigma? - Why Six Sigma? - Who could use Six Sigma? - How to use Six Sigma? - ITIL - Aligning Six Sigma with ITIL - Summary 1. Why Six Sigma for IT Service Management? The Rise of Total Quality Management (TQM) IT Service Management and Six Sigma Summary 2. What is Six Sigma? Definition of Six Sigma Examples 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 Summary 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 Scenarios Integrating Six Sigma with ITIL: Important Considerations Integrating Six Sigma with ITIL: Differences and Similarities Summary 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 Service Desks Six Sigma for IT Outsourcers Appendix A: Further Reading