INTEGRATING SIX SIGMA AND ITIL FOR CONTINUAL IMPROVEMENT OF INFORMATION TECHNOLOGY SERVICE MANAGEMENT
| المصدر: | مجلة البحوث الإدارية |
|---|---|
| الناشر: | أكاديمية السادات للعلوم الإدارية - مركز البحوث والاستشارات والتطوير |
| المؤلف الرئيسي: | Moawad, Ramadan (AUTH.) |
| مؤلفين آخرين: | Aly, Hesham Mohamed (AUTH.) |
| المجلد/العدد: | مج29, ع3 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2011
|
| الشهر: | يوليو |
| الصفحات: | 3 - 32 |
| ISSN: |
1110-225x |
| رقم MD: | 660922 |
| نوع المحتوى: | بحوث ومقالات |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
53
| المستخلص: |
Over the last few years, the number of organizations that deliver information technology (IT) services has increased. There are some frameworks such as Information Technology Infrastructure Library (ITIL) for IT Service Management that consists of a set of guidelines that specify what an IT organization should do. However, the guidelines do not explain how to implement them it. For example, they specify that IT should allocate a priority for each incident that comes into the service desk, but they do not specify how to allocate those priorities. Six Sigma defines a process improvement approach that is based on statistical measurement, drives quality improvement, and reduces operational costs that companies such as Motorola, Allied - signal and General Electric have used to produce millions of dollars in bottom - line improvements. It helps in developing detailed work instructions, and it defines a methodology for continuously mapping, measuring, and improving the quality process. Six Sigma can help to determine, how an IT organization manages its services in order to increase the quality of the IT delivery processes. This paper proposes an approach to integrate ITIL and Six Sigma to improve the quality of Information Technology Service delivery and support processes. |
|---|---|
| ISSN: |
1110-225x |
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