ITSM and Six sigma| Why should ITIL and Six sigma approach to be combined?

by Maya G

ITSM and Six Sigma Introduction:

ITSM and Six Sigma are presently employed in Information Technology to accomplish quality service management. ITSM and Six Sigma have their own advantages and can be utilized individually. Many organizations are finding it helpful to adopt these two methods to enhance IT service quality simultaneously.

ITIL, sixsigma


ITSM fundamentally offers an explicitly determined structure for delivering and supporting Information Technology enabled services. Six Sigma defines a set of quality management based on the statistical estimation used to derive quality enhancement, thereby reducing operating expenses.

Service level management (SLM) software vendors are trying to support one of these two methodologies. To define SLM: It is the method of establishing and administering IT- service delivery to a model to quality. Six Sigma fits well in SLM-(Service Level Management). It establishes a way to substantially measure the service that can formally build into service level agreements-SLA or conversationally within the organizational goals.

ITSM, ITSM templates toolkit

Customer satisfaction and prioritization are the fundamental aspects of Six Sigma. As we all know, many IT-based and manufacturing companies are adopting Six Sigma and ITIL to ensure and deliver the quality of IT-based enabled services.

The two methods are mainly used independently of each other, although distinctly distinct, but with a similar emphasis on customer satisfaction at their heart. Luckily, several companies are beginning to realize the importance of merging the two to take advantage of each one's power.

On the other hand, in the private industry manufacturing sector, Six Sigma was conceived to accelerate quality enhancement while reducing operating costs by enhancing process consistency.

Six Sigma is a structured approach for determining which processes are relevant for an organization, statistically evaluating the quality of outputs for those processes, and using the methodology to chart, evaluate and develop the methods continuously and hence the outcomes.

Why should the ITSM and Six Sigma approach be combined?

ITIL, Six Sigma


ITIL states what should be done to an IT agency, but it doesn't explain how it should do it. For example, ITIL says that each incident that comes to the service desk should be given priority. However, it does not explain how it should be given priority. ITIL IT workers have to figure out the process flow specifics and produce specific job instructions on their own as necessary for their organization.

On the other hand, Six Sigma tells an IT unit how to locate the root cause of issues and how best to address a problem. Any best practice, specifically for IT service management, is what it does not define.

Thus, ITSM defines Six Sigma defines the "what" of IT service management and the "how" of quality assurance. Both approaches help in improving the quality and support of IT facilities.

Six Sigma can be utilized to filter existing processes that are already executed in the ITIL framework and be used in an organization that is only migrating to the ITIL process. For such an enterprise, the approach will evaluate the danger, compare current methods with what is expected in the ITIL-compatible state, and then identify how it would transition to that ITIL-compatible state using a business case. It is important to write the course, and there must be a way to assess progress towards the objective.

As per the ITIL system, there are various instruments available to handle the workflow. Top of FormThe IT department ought to take the progress, and ITIL clearly defines what's needed from a workflow; however, it doesn't specify however this workflow should be. Bottom of Form

This is where it is beneficial for the company to connect Six Sigma and ITIL because the workflow is nothing but a process. Six Sigma, including end-to-end workflows, will help the organization standardize and optimize any operation.

An example of how ITIL and Six Sigma can be applied can be combined, considering that an IT organization migrates an existing process to an ITIL-compatible process and uses the Six Sigma roadmap DMAIC (Define, Calculate, Evaluate, Build, Control).

Difference between ITSM and Six Sigma:

Two Approaches  Focuses On  Offers


The “what” of the management of IT Services A detailed overview of IT best practices and recommendations.

Six Sigma

The “How” of quality enhancement. The methodologies of constantly improving quality.


Role of Six Sigma and ITIL:

Six Sigma is a systematic and standardized method for developing practices in business management while enhancing leadership skills, saving time, and growing managers' cost-effectiveness.

One of the primary roles of Six Sigma is to reduce errors and shortcomings. Organizations will reap the benefits of higher income, higher-quality programs, and improved employee productivity by increasing efficiency and reducing differences in procedures that lead to errors.

  1. Executive
  2. Champion
  3. Master Black Belt
  4. Black Belt
  5. Yellow Belt
  6. Green Belt and
  7. White Belt.

The Six Sigma Force:

For administrators and their organizations, the adoption of Six Sigma activities offers several possible benefits. It is safe to assume that managers and company leaders who study Six Sigma's analytical processes will boost their careers, regardless of industry or sector, and their organizations' performance.

Engineering managers supervise projects that require considerable technical precision and attention to detail. Applying Six Sigma's technique would assist engineering managers in reducing inaccuracies while enhancing their ability to direct their teams in all facets of a project.

ITSM, ITSM templates toolkit 

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