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LAN - WAN Standards White Papers

ITIL and Six Sigma - Together Again for the First Time

Overview This paper proposes bringing together two seemingly independent approaches to improve the quality of IT service delivery - the IT Infrastructure Library (ITIL) and Six Sigma. These two approaches, each of which has attractive features, can certainly function without the other. ITIL defines a framework for IT Service Management. It consists of a set of guidelines, based on industry best practices, that specify what an IT organization should do. ITIL does not, however, define how to do it. Six Sigma, on the other hand, defines a specific process, based on statistical measurement, that drives quality improvement and reduces operational costs. It helps in developing detailed work instructions, and it defines a methodology for continually mapping, measuring, and improving the quality process.

Further White Paper Details
Publisher	BMC Software	File Format	PDF
Date Published	March 2004	Downloads	57
Format	White Papers
Topics	LAN - WAN Standards, SLA, Service Level Management

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Engagement with other best practices drop off sharply after Itil with Microsoft Operations Framework and Six Sigma the next most popular, followed by Prince 2, ISO, CMMi, ASL, CoBIT and TQM. Two-thirds (66 per cent) of companies around the globe...

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