Proposal to establish a service desk based on the ITIL V3 Framework and Six Sigma

Miha Kastelic (2011) Proposal to establish a service desk based on the ITIL V3 Framework and Six Sigma. MSc thesis.

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Abstract

The increasing dependence of organizations on information services has been changing their attitude towards the information technology. Increased volume of information and diversity of requirements can be mastered only with significantly improved management of information technology (hereinafter IT). For achieving an effective management of IT services, there are many standards and frameworks. In order to achieve the desired level of services in information required by business processes, it is best to use the recommendations and good practice of ITIL. ITIL provides an appropriate and supportive environment for the smooth implementation and operation of organization services. To this end, the organizations set up the so-called service desk which serves as unified point of communication between users and providers of IT services. In the present thesis there is a proposal of establishing a service center in the company 3 GEN d.o.o. that deals with administration and management of information systems. This proposal is based on the recommendations of ITIL V3 and Six Sigma frameworks. In this paper there is a brief presentation of the main features of individual standards, methodologies and frameworks in the field of IT management. A special attention is given to the quality improving method denominated Six Sigma. Based on the results of theoretical work, the possibility of synergies between the two approaches has been studied. The key link between ITIL and Six Sigma lies within a continual improvement of services. While ITIL establishes standardized processes, Six Sigma improves quality by eliminating errors. Both approaches represent a powerful combination of continuous improvement of IT services. The practical part has been conducted based on observations and interviews, covering business processes, people and technology, in order to assess the current status of the organization. Based on the gap between current and desired status, the priorities for the realization of the set goals have been determined. In doing so, the focus has been given to operational tasks whose aim is to guarantee the normal functioning of user services. To achieve such a situation, a renovation or respectively an establishment of four key processes carried out in the service desk has been proposed. For each process individually a metric has been identified that helps to track progress in introducing and / or improving of existing processes.

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