Six Sigma for IT Management: A Pocket Guide

Six Sigma provides a methodology for continuous process improvement, by reducing the amount of variation in process outcomes, and it has become a key element of Total Quality Management (TQM) initiatives. It analyses the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links and then upgrading the capability of the process. This pocket guide sets out information on using the Six Sigma approach successfully in IT service organisations to ensure better business outcomes, focusing on practical implementation issues of using Six Sigma together with ITIL and other general IT process improvements.