Six Sigma vs ITIL or Six Sigmatohether with ITIL ?
[PMIT.PL BLOG – PROJECT & IT MANAGEMENT BLOG]
Copyright 2009 by Mateusz Jasny – PMIT.PL BlogThe article is provided by the courtesy of Mateusz Jasny thePMIT.PLblog author. ThePMIT.PLis ablog on topics like: Project Management (Project Standards, Certifications, Prince2, PMBOK, Control,Audit, Methodologies, Risk Management, Programme Management, Portfolio Management...) andIT Management (ITIL, COBIT, other IT Management Frameworks, courses, knowledge libraries,...).Six Sigmais a methodology used in quality management, that was created in the early 80’s of thetwentieth century by Bob Galvin and Bill Smith from Motorola.Nowadays, Six Sigma can be seen at three different levels:the level of metrics – that is 3.4 defects per million opportunities (DPMO).the level of methodology: DMAIC (Define, Measure, Analyze, Improve, Control – Define the objectiveof an improvement, Measure actual performance, Analyze the factors affecting the process,Implement the change, Control over whether the effect of changes is consistent with the objectives)the level of philosophy – Reduce the variation in a process and take decisions based on the results of measurements carried out from the customer point of view.But what does Six Sigma have to do with IT management?I think it has a lot to do with IT management. As we know, IT management can be presented by usinga set of processes (e.g. such as described in ITIL, COBIT), and Six Sigma is a methodology that, amongother things, can serve to improve the process.Since the introduction of Six Sigma is a decision that most concerns the whole company, and thescope of application of IT frameworks such as ITIL are practically limited to IT organizations, there isoften situation in which you must adapt ITIL (or another it framework), to the requirements of SixSigma (required by Management). Fortunately, Six Sigma and ITIL are not opposed to, and they areeven supplementary.In a nutshell: ITIL suggests which processes should be defined in IT organization; once theseprocesses are defined, Six Sigma is a great way to improve these processes. What is more, Six Sigmacan be a wonderful window to the world of business for IT.While ITIL is already very popular among IT managers, it is still lacks recognition in the businessworld. By contrast, Six Sigma is already a recognized method by the business. IT organization, whichwants to gain quickly recognition in the eyes of business can use Six Sigma as a method to improvethe processes that have been previously defined by the application of ITIL.However, one often raises the question how to integrate ITIL (Deming’s model – PDCA) with SixSigma (DMAIC model), below I present the proposal to answer this question.Before we go further, it is necessary to clarify a few concepts that are directly related to the SixSigma, which may be unfamiliar to ITIL practitioners.