ITIL and Six Sigma Maturity Partnership


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ITIL and Six Sigma Maturity Partnership

  1. 1. ITIL and Six Sigma Maturity Partnership Victor H Certuche The Technology SOUL Group, Inc
  2. 2. Agenda <ul><li>Motivation </li></ul><ul><li>Goals of ITIL </li></ul><ul><li>Goals of Six Sigma </li></ul><ul><li>ITIL Map </li></ul><ul><li>ITIL Service and Support Processes and Six Sigma </li></ul><ul><li>Conclusion </li></ul>
  3. 3. Motivation <ul><li>“… What we don’t measure we don’t understand . What we don’t understand we can’t improve …(*)” </li></ul>(*)”ITIL Performance Metrics, University of Minnesota” Dr. Steven C. Huchendorf
  4. 4. Goals of ITIL <ul><li>“ Increase business capacity </li></ul><ul><ul><li>Best use of current assets </li></ul></ul><ul><ul><li>Future planning </li></ul></ul><ul><li>Lower cost </li></ul><ul><ul><li>Cost based Service Delivery </li></ul></ul><ul><ul><li>Control of external contracts </li></ul></ul><ul><li>Improve profitability </li></ul><ul><ul><li>Improved productivity </li></ul></ul><ul><ul><li>Improved resilience </li></ul></ul><ul><li>…” </li></ul>John Perks “ ITIL Overview for BCS”
  5. 5. Six Sigma Goal <ul><li>Improve customer satisfaction, and thereby profitability, by reducing and eliminating defects </li></ul>
  6. 6. ITIL Map
  7. 7. Incident Management <ul><li>“… restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA) limits .” </li></ul>Define Measure Analyze Improve Control
  8. 8. Problem Management <ul><li>Minimizes the adverse affect of Incidents and Problems by eliminating underlying errors in the infrastructure </li></ul>Define Measure Analyze Improve?? Control
  9. 9. Configuration Management <ul><li>A logical model of the IT infrastructure. Identifies, controls , and performs status accounting , relationship management, and verification of IT infrastructure components </li></ul>Define Measure Analyze Improve?? Control
  10. 10. Change Management <ul><li>Ensures that standardized methods are used for the efficient, cost-effective, and prompt handling of all approved Changes with minimal risk to the business </li></ul>Define Measure Analyze Improve?? Control
  11. 11. Release Management <ul><li>Plans, designs, builds, configures, and tests a risk-acceptable release consisting of related changes to the IT service infrastructure </li></ul>Define Measure Analyze Improve Control
  12. 12. Service Level Management <ul><li>Defines, agrees on, monitors, manages, and gradually improves business-aligned IT service quality, at an agreed cost </li></ul>John Perks “ ITIL Overview for BCS” Define Measure Analyze Improve Control
  13. 13. Financial Management <ul><li>Provides cost-effective management of both the IT assets and the financial resources used in providing IT services; and establishes a fair means by which to recover cost </li></ul>Budgeting IT Accounting Charging Define Measure Analyze Improve Control
  14. 14. Capacity Management <ul><li>Ensures that IT has sufficient resources to meet the requirements of the business user community— now and in the future </li></ul>Define Measure Analyze Improve Control
  15. 15. Availability Management <ul><li>Designs, implements, monitors, and optimizes the availability and recovery of defined IT services </li></ul>Reliability Maintainability Resilience Serviceability Define Measure Analyze Improve Control
  16. 16. IT Service Continuity Mgmt <ul><li>Supports the overall business continuity process by ensuring that required IT functions can be recovered within an agreed upon timeframe </li></ul>Define Measure Analyze Improve Control
  17. 17. Security <ul><li>Identifies and implements justifiable controls to ensure continued IT service within secure parameters </li></ul>Define Measure Analyze Improve Control
  18. 18. Conclusions <ul><li>Six Sigma vs. ITIL </li></ul><ul><li>Six Sigma and ITIL Goals </li></ul><ul><li>Six Sigma on Service and Support </li></ul><ul><li>Six Sigma provides maturity to ITIL </li></ul>