IAC: With ITIL integrated Six Sigma

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http://www.ithome.com.tw/itadm/article.php?c=44586

The following information come from the reporter Whiffen Yang reported.

Inventec Appliances Corp. (IAC), also begin the ITIL v.2 induction in April 2007, and achieves the Six Sigma with ITIL framework, reduces the problem’s process time positively, simultaneously and enhances the senior IT personnel's value.

During the ITIL induction, IAC besides follows ITIL standard conformity and also integrated with Six Sigma methodology. Briefly, with ITIL methodology achieves the Six Sigma requirement.

IAC information department senior Manager DeLong, Cai indicate that Six Sigma and ITIL although emphatically on IT working flow and service quality improvement, but between both, actually also respectively has the different advantage to be possible supplementary, used broadly by manufacturing industry on Six Sigma. Because Six Sigma takes the quality improvement by statistics the quantification way, therefore enterprise has a set of rigorous calculation formula, but actually Six Sigma doesn’t have the practical on quantification target method. However, the ITIL framework has the method on quantification target processing to make up this gap.

DeLong Cai point out that IAC starts appraising on ITIL in January 2007, the Service Desk and Incident Management implementation already completed in April. The reason that inducts ITIL as the Six Sigma’s project, the consideration mainly focuses on the cost aspect and user demand faster responding aspect. In the past, IAC have two problems which existing before the service desk setting up. The end user would like to ask recognizable IT personnel to solve the problem, but if the IT personnel who are busy or out of the office, the end user’s problem is unable to be solved immediately, because of the IT service quality is not ideal.

Looking from the cost expect, the original procedure represent also no performance. Because senior IT personnel take the high salary from company, but actually spends their time in the low value added work. Sometimes possibly only half time in the development, cause busy on the end user’s issue. After ITIL inducting, the end user’s issue can be fixing via a service window. The senior personnel can have the quite much time to concentrate in the difficulty higher development work.

At present IAC’s ITIL induction project still in processing. In term of the planning at current stage, Service Level Agreement (SLA) can be progress in 2008 hopefully. DeLong Cai point out that the ITIL application will expand to the exterior enterprise finally. Lets customer thought out their problem and get the respond immediately and directly according their rights. This linkage also needs to be improved, because IAC is facing both OEM and ODM. They disperses in global various countries, meanwhile the operating in the different time zone also have different operating. Reduce the processing time by using the web technology.

What I understand in this case, even ITIL is the best practice but still have some area that ITIL can fully cover. In case, it should need to combine with other standard to approach in the future. As IAC implement the Six Sigma standard and ITIL within the same project. Because both working as related as closely in the real world.