Integrating Six Sigma and ITIL for Continual Service Improvement

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Executive Summary

The introduction of formal ITIL processes into an organization can be, and normally is, a very time-consuming, expensive and sometimes organizationally exhausting task. Many organizations, upon completing their process implementation projects, breathe a sigh of relief and presume that the processes will go on forever. Sadly, that is not the case - without continual attention to the processes they almost surely will not stay abreast of the changing needs of the organization and process performance shortfalls will not be addressed.

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