Data Management

Combining ITIL and Six Sigma to Improve Information Technology Service Management at General Electric

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Executive Summary

ITIL defines the "what" of service management and Six Sigma defines the "how" of quality improvement. Together, they make a great combination for improving the quality of IT service delivery and support. This paper presents a description of ITIL and Six Sigma, and discusses how they can be used together to improve IT service through best practices. The paper illustrates the power of the combination of ITIL and Six Sigma, with a real-world example of an ITSM improvement program implemented at General Electric.

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