Showing posts with label Six Sigma. Show all posts
Showing posts with label Six Sigma. Show all posts

Thursday, 20 November 2014

IT as a Service (ITSM)




IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:















Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. [1]














No one author, organization, or vendor owns the term “IT service management” and the origins of the phrase are unclear.








ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor’s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.








English: The five process maturity levels in t...



English: The five process maturity levels in the Capability Maturity Model. (Photo credit: Wikipedia)












ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.








In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.








Source





































IT as a Service (ITSM)


IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:







Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. [1]






No one author, organization, or vendor owns the term “IT service management” and the origins of the phrase are unclear.




ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor’s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.




English: The five process maturity levels in t...

English: The five process maturity levels in the Capability Maturity Model. (Photo credit: Wikipedia)






ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.




In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.




Source
















Saturday, 15 November 2014

IT as a Service (ITSM)

IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:



Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. [1]


No one author, organization, or vendor owns the term “IT service management” and the origins of the phrase are unclear.


ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor’s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.


English: The five process maturity levels in t...

English: The five process maturity levels in the Capability Maturity Model. (Photo credit: Wikipedia)



ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.


In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.


Source






Sunday, 21 September 2014

What Is Lean Six Sigma Anyway?

What Is Lean Six Sigma

by: Peter Peterka


Lean Six Sigma combines the quality improvements that come from using Six Sigma with the speed improvements that come from using Lean manufacturing principles . Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process — from manufacturing to transactional and from product to service. Lean manufacturing focuses on improving the speed of a process and the elimination of waste primarily by eliminating non-value added steps. Lean Flow and Six Sigma are strongly compatible. Combining these two powerful process improvement methods are combining the contents of two toolboxes that can help your organization improve quality and efficiency.


Lean Six Sigma and Lean Flow initiatives go by many names, including Lean Enterprise, Lean Manufacturing, Lean Sigma, and Lean Service. These concepts are a natural complement to Six Sigma and can be applied to every type of business and process. Both Lean and Six Sigma have points of commonality in their strategies and methods. Both are built around the idea that businesses are composed of processes that serve customer needs. They share the goal to identify and eliminate sources of waste and activities that do not add value, in order to create flow with maximum productivity, capacity, and throughput. Both place great emphasis on training to bring members of an organization to a high level of understanding and expertise on the tools and processes of the methodology. Also, both lean and Six Sigma require and encourage the engagement of management and key mentors within the organization to assure that the prioritized projects are executed as part of a way of doing business.


Lean methods and data are used to reduce costs, shorten cycle times, expand capacity, and improve productivity. Lean concepts and the Lean Flow system quickly identify improvement opportunities through the use of value stream mapping. Lean emphasizes all-encompassing principles together with targeted recommendations to achieve improvements. However, Lean principles are oftentimes inadequate to solve some of the more complicated problems that require advanced analysis.


Because Six Sigma requires in-depth statistical metrics to analyze quality at all levels of the supply chain, eliminating defects it can improve all Lean methods. Six Sigma – when combined with Lean – allows for easier identification and quicker resolution of quality issues or problems, and reaps quick results while opening people’s eyes to new and better possibilities on plant floors. Six Sigma‘s core implementation strategy of establishing dedicated Six Sigma champions and black belts who oversee and mentor process improvement projects provides crucial structure and guidance, thus greatly enhancing Lean initiatives. Therefore, Six Sigma is very valuable when introduced during the deployment of Lean principles to ensure that the improvement roadmap includes a generic problem-solving approach.


Lean Six Sigma creates greater understanding of the value of your work by defining it as something that your customers want to pay for. Lean Six Sigma helps build customer loyalty by driving improvement in areas most important to your customers. Its metrics generate clear targeting of customer needs, and drives real, tangible value creation.


Lean Six Sigma is a highly sustainable approach that becomes woven into the fabric of the organization and involving people at all levels – from the executive suite to the front line. Full deployment of Lean Six Sigma will f oster an environment of continuous improvement where the cultural norm of your organization becomes striving for the total elimination of waste through a succession of small, action-oriented ( kaizen ) events within the production process.


Lean Six Sigma fulfills your overall strategy and future success by significantly improving quality and reducing waste. It empowers every employee with new ways of thinking about your processes and helps make drastic improvements to the organization’s performance. Lean Six Sigma creates a powerful linkage from your strategic priorities to operational improvements and facilitates the transformation of a business.


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