All the industries of the service sector aim at providing maximum value to the customers with the delivery of high-quality services. Subsequently, it also becomes essential for Information Technology (IT) sector organizations to ensure that they render high-quality services to their customers. And, these IT organizations prefer using two well-known methods for the maintenance of high-quality of their services, they are Information Technology Infrastructure Library (ITIL) and Six Sigma. Both the methods are beneficial to the IT organizations, but most of them prefer combining them for optimum quality service management,
Nowadays, it is highly advisable for all the IT personnel to and combine all the extensive knowledge acquired from the certification with Six Sigma to ensure high-quality service management. It’s not wrong to say that both the methods are very different from each other, but the only aspect or purpose that’s common is the emphasis on customer satisfaction.
A brief explanation of ITIL and Six Sigma
The structure that is focused on designing, supporting, monitoring and analyzing various processes to deliver high-quality IT services is known as ITIL. There are a couple of components of the ITIL infrastructure, and they are service support and service delivery. The aspects of service support include incident management, change management, release management, configuration management and problem management. Whereas, service delivery includes service continuity management, availability management, service level management, capacity management and financial management. There are recommended practices and procedures for the effective implementation of these aspects in an IT organization.
Six Sigma is a customer-focused quality program which involves identification and elimination of variations from the standard quality and its root cause to improve all the multiples processes involved in an organization. It is a process of continuous improvement which focuses on delivering near-perfect services. There are five phases of Six Sigma; they are:
· Define: Define objective and planning for Six Sigma.
· Measure: Measure process performance to identify processes, where performance is poorer than average. Subsequently, this involves measuring CTQ (factors critical to quality)
· Analyze: Analyze various processes to pin-point exactly where things are going wrong. And, the analysis will lead to the identification of variation from the standard quality and root cause of the variation.
· Improve: Eliminate variations and their root cause to improve the process.
· Control: Pilot Run (Test Run) is performed to share information on change with others and hand over the documentation to the process owner.
The substantial differences between ITIL and Six Sigma
In today’s world, most organizations prefer using a combination of to ensure high-quality service management. Both the processes complement each other in a substantial manner to improve the overall effectiveness and efficiency of an organization.
Six Sigma contains calculations based on the formulas of Standard deviation to design, measure, analyze, improve and control various business processes. On the other hand, ITIL consists of a number of guidelines and theories that are required for the crucial domains of an organization.
ITIL methods help in identifying those domains of various processes that might require some reengineering and improvement. Whereas, Six Sigma helps an organization in identifying variations from the standard quality and the root cause behind the variation. Subsequently, it then designs various to fix such variations and measures all the factors that are critical to the change in quality. And, a Six Sigma is based on statistical procedures, it would be a good idea to consider the method, as a trial basis to gauge the effectiveness of the solution.
Even after the above-mentioned existing differences, the combination of both approaches can multiply the outcome of business in leaps and bounds. ITIL focuses on identifying the key areas that are required to be addressed, but it doesn’t specify how to do it. On the other hand, Six Sigma helps in identifying the root cause of the variations and how to eliminate them.
Therefore, an ITIL method will help an organization to determine the process flow and make blueprints for the entire process, and Six Sigma will make sure any issues are dealt with precision during the implementation of various processes. And, eventually, the two methodologies based on ‘what’ and ‘how’, when combined together, improve the overall quality of IT services and ensure that all the goals and objectives of the organization are realized, along with optimum value delivery and customer satisfaction