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Title:Managing IT services : aligning best practice with a quality method
Authors:ID Kastelic, Miha (Author)
ID Peer, Peter (Author)
Files:.pdf Organizacija_2012_Kastelic,_Peer_Managing_IT_Services_Aligning_Best_Practice_with_a_Quality_Method.pdf (1,09 MB)
MD5: ED20208266E08B710A2C1F1F98A75015
PID: 20.500.12556/dkum/bf377eae-efff-47ea-8cb0-9b9b3ed89b14
 
URL http://www.degruyter.com/view/j/orga.2012.45.issue-1/v10051-012-0004-6/v10051-012-0004-6.xml
 
Language:English
Work type:Scientific work
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:Managing information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT services, but it does not explain how to achieve this effectively. This shortcoming can be overcome by complementing the framework with other quality approaches to service management. In this context several methodologies are mentioned including the use of Six Sigma (6s) methodology. The statistical nature of the Six Sigma methodology enables us to analyze the vast amount of data gathered from the field of IT. Only after these value-based metrics are obtained can the overall health of the IT service be determined and the necessary improvement measures made. The aim of this paper is to analyze in detail the two approaches. We will establish a common link between them, with it the opportunity to complement ITIL with the Six Sigma methodology, and consequently set foundations for introduction of necessary measurable changes.
Keywords:IT service management, ITIL, Six Sigma methodology, DMAIC, continual improvement
Publication status:Published
Publication version:Version of Record
Year of publishing:2012
Number of pages:str. 31-37
Numbering:Letn. 45, št. 1
PID:20.500.12556/DKUM-69174 New window
ISSN:1318-5454
UDC:004
ISSN on article:1318-5454
COBISS.SI-ID:9111892 New window
DOI:10.2478/v10051-012-0004-6 New window
NUK URN:URN:SI:UM:DK:ILEPXOQB
Publication date in DKUM:04.12.2017
Views:1299
Downloads:202
Metadata:XML DC-XML DC-RDF
Categories:Misc.
:
KASTELIC, Miha and PEER, Peter, 2012, Managing IT services : aligning best practice with a quality method. Organizacija : revija za management, informatiko in kadre [online]. 2012. Vol. 45, no. 1, p. 31–37. [Accessed 31 March 2025]. DOI 10.2478/v10051-012-0004-6. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=69174
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Record is a part of a journal

Title:Organizacija : revija za management, informatiko in kadre
Shortened title:Organizacija
Publisher:Moderna organizacija
ISSN:1318-5454
COBISS.SI-ID:610909 New window

Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:04.12.2017

Secondary language

Language:Slovenian
Title:Upravljanje storitev IT : usklajevanje dobre prakse z metodo kakovosti
Abstract:Upravljanje storitev informacijske tehnologije postaja vse bolj zahtevna naloga. V podporo upravljanju so se razvili različni stan­dardi in metodologije. ITIL (krajše za IT Infrastructure Library) je najpogosteje uporabljen pristop t.i. dobre prakse za učinkovito upravljanje storitev IT. ITIL se osredotoča predvsem na vprašanje, kaj storiti, da zagotovimo učinkovite storitve IT, ne pojasni pa kako to doseči. To pomanjkljivost je mogoče odpraviti z dopolnitvijo okvira tudi z drugimi kakovostnimi pristopi upravljanja storitev. V tem kontekstu se omenja več metodologij, vključno uporaba Six Sigme (6s). Statistični narava metodologije Six Sigma omogoča analiziranje obsežne količine podatkov, zbranih s področja IT. Šele na osnovi meritev lahko nato določimo splošno zdravje storitev IT in izvedemo potrebne ukrepe za izboljšavo. Namen prispevka je podrobno analizirati oba pristopa. Vzpostavili bomo skupno vez med njima in s tem tudi možnost dopolnitve ITIL s Six Sigmo, ter posledično določili temelje za uvedbo potrebnih merljivih sprememb.
Keywords:upravljanje storitev IT, ITIL, metodologija Six Sigma, DMAIC, nenehno izboljševanje, informacijska tehnologija, upravljanje, učinkovitost


Collection

This document is a part of these collections:
  1. Organizacija

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