How Six Sigma can help ITIL Service Level Management

In recent years, ITIL has helped many IT companies to form working relationships lasting and profitable with their customers through the use of highly effective tools such as Service Level Agreements (SLAs) and operational level agreements (OLA). Both these tools are very effective, but the problem is that providing the desired results only when applied correctly. The inability to use the tools in the prescribed manner may make it totally useless - and in the worst cases, can also lead to conflicts between the company and its IT customers.

This is why it becomes necessary to implement proven methodologies such as Six Sigma process improvements that help to derive maximum benefits from a proposed change in business processes, which in this case are the SLA and OLA.

Why Six Sigma?

It 's necessary to use Six Sigma concepts and methodologies of preparation, while the SLA and OLA, because most business processes that are used are quite complex. It 's very difficult to predict changes in outcome based solely on personal experience, previous records, or the gut feelings of the manager.

Since the SLA and OLA are based on the quality requirements of customers, it makes sense to use an evidence based approach such as Six Sigma to make changes in a given business process. In this way, companies can ensure that the result of the proposed amendments is to serve the demands of customers as well as the promises made by the company.

Using advanced simulation tools Six Sigma

If past data relating to a business process is available, then an IT company can easily make a little 'calculations based on specific customer needs and drawing up the SLA and OLA. However, the process becomes very difficult when the SLA and OLA must be prepared on the basis of a request, which would force the company to design and use a completely new business process. This is where companies need Six Sigma more, because it helps in choosing the most appropriate solution from the available options.

Armed with advanced simulation tools, Six Sigma can easily verify the feasibility of the proposed business process. If there is more than one project proposal, then also not be a problem because the simulation tools Six Sigma can easily identify which design will offer maximum benefits for both the company and the customer. Once this is done, the company will have no problems whatsoever in the drafting of the SLA and OLA because after the simulation, it is almost certain that the proposed amendments or the design process just proposed will produce the desired results, as specified in the two agreements.

It is not necessary to challenge the effectiveness of Six Sigma in Service Level Management ITIL simply because it is something that is common knowledge nowadays. For evidence, just look at the number of IT companies that have successfully implemented Six Sigma and ITIL together are reaping the benefits such as greatly increased customer satisfaction levels of customers, and most importantly - profitability .......