Combining ITIL and Six Sigma to Improve ITSM
There are two approaches that can be used to improve Information Technology Service Management (ITSM): the Information Technology Infrastructure Library (ITIL) and Six Sigma.
Many followers of these seemingly mutually exclusive approaches exhibit a nearly religious zeal in defending their way as being the only way to go. Rather than being opposing approaches, however, Six Sigma and ITIL are complementary.
ITIL Framework
ITIL defines a framework for IT Service Management. It consists of a set of guidelines that specify what an IT organization should do based on industry best practices. It does not, however, define how to do it. For example, ITIL specifies that IT should allocate a priority for each incident that comes into the service desk, but it does not specify how to allocate those priorities. With ITIL, it’s up to the IT staff to flesh out the details of process flow and create detailed work instructions, all in away that makes sense for their organization.
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ITIL v3 and Business Service Management
With the release of IT Infrastructure Library (ITIL) version 3 (ITIL V3), it’s clear that your goal as an IT professional has changed. You’re no longer tasked with aligning IT with the business. Now your goal is to integrate IT with the business. The distinction between IT and the business has blurred, and the language of IT has been replaced with the language of the business.
So what does ITIL V3 have to do with BSM?
BSM is now an ITIL best practice. ITIL V3 defines it as “the ongoing practice of governing, monitoring, and reporting on IT and the business service it impacts.” It’s an approach that leverages processes and technology to make the goals of IT and the goals of the business one and the same.
BSM solutions and ITIL practices work together to help you manage IT from a business perspective. Solution developers are working closely with ITIL architects to ensure that ITI L processes and service management solutions continue to converge. Their solutions can put you ahead of the curve when it comes to implementing ITIL best practices.
Integrating IT with the Business
Successful IT organizations should consider IT ’s contribution to business value in every decision they make and every project they undertake. ITIL best practices support this approach to managing the IT infrastructure.
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ITIL Without Handcuffs White Paper
Numara Software, an ITIL based solutions company has released a new white paper on ITIL. The “ITIL Without Handcuffs” guide offers readers a practical and concise summary on ITIL, with examples of how organizations are adopting best practices.
In today’s competitive environment, companies want processes that enable them to take control of their IT infrastructure in a pragmatic way. They want technology, policies and procedures that empower them, rather than be handcuffed to rigid systems which take years to implement or change.
The Relevance and Irrelevance of ITIL
Key Points For The Reader
- ITIL is a collection of best practices that address IT service management and business-focused discipline
- ITIL is more applicable to larger companies, though small companies can benefit
- ITIL brings IT into closer alignment with the business
- ITIL awareness and adoption is low within the mainstream market
- ITIL is a long-term commitment, not a short-term fix
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5S System Step 5 - The Sustain Step
The fifth and final step in a 5S System is Sustain. In this step you will instill the self-discipline and culture that will sustain the program. Over time a 5S System may become less effective due to complacency. To sustain a 5S System you must change the culture of employees and sometimes the company.
Self-Discipline
To instill the self-discipline needed to sustain a 5S System is to get everyone to understand that 5S is here to stay. By nature people are resistant to change. After a while they may fall out of the habits of 5S. Consider 5S to be part of the required work. If needed use disciplinary actions to make sure it is done.
Reinforce the 5S System by holding regular meetings and keeping employees updated on improvements. Solicit their involvement for suggestions or ideas to improve the 5S System. Many employees will appreciate a cleaner and safer work environment and will be willing to make the extra effort.
Evaluate the 5S System
As part of the continuous improvement of your 5S System you should regularly evaluate it. When you started the program you had a goal. Has that goal been reached? Are you getting all of the benefits of a 5S System? If not you need to examine why and put changes in place to achieve the desired results.
Kaizen is a philosophy of which continuous improvement is a major part. You should look at Kaizen methods to improve your 5S System. Use Plan, Do, Check, and Act (PDCA) cycles to make sure improvements are properly added to the 5S System. Examine each step in the process and determine if the step is needed, can it be improved upon or should it be removed.
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5S System Step 4 - The Standardize Step
The fourth step in a 5S System is to Standardize. In this step you will set in place the rules and policies that support the first three steps, Sort, Straighten and Shine. A 5S System will only work if it is followed.
To carry out the first three steps you should already have a support system in place. Such as designated areas, proper marking of areas, a log of what goes where and other parts of a support structure mentioned in the first three steps. These should all be standardized so that it is clear to everyone what the support system is.
Schedule 5S Activities
By scheduling regular 5S activities you will make it part of the work routine. The goal is to make 5S a habit for your employees. It may take a few reminders, but before long employees will be starting their 5S steps without supervision. You should always participate and follow-up to make sure everyone is doing their part.
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How to Avoid the ITIL Pitfalls
The IT Infrastructure Library (ITIL), a collection of best practices that address core service management issues such as problem, incident, change and request management, is all about servicing the end user.
Many IT departments have rushed to implement ITIL, but fallen into common pitfalls. The important thing to remember about ITIL is it is not a quick fix solution. It is not a short-term solution. It takes time and a change in culture for it to take root and grow.
Here are some of the common pitfalls found when rushing to implement ITIL.
Purchasing Unnecessary Tools
Organizations assume ITIL based tools are the answer. All they have to do is purchase them or a complete suite of tools and ITIL will work its magic. What they need to do is invest time in mapping a strategy and training their staff about ITIL.
Failing to Do An Assessment
One of the first things you should do is an assessment of your IT department. Look at where you are now and where you want to be and determine what you need to do to get there. How does your current organizational structure compare to the ITIL framework? How will you change your organization and culture to best use ITIL?
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5S System Step 3 - The Shine Step
Seiso is the third step in a 5S System. Translated it means to shine or scrub. Now that you have completed the Sort Step and Straighten Step, the workplace should be free of debris and all areas in need of cleaning should be exposed.
In this step you will clean the entire work environment. Everything should be cleaned including floors, workspaces, walls and equipment. If any area needs painting consider adding the extra time to do this.
Before you begin the shine step, be sure you have all of the cleaning tools and supplies you will need. Brooms, mops, dust pans, lots of rags, trash bags and a variety of cleaning fluids. Be careful that you match the cleaning fluid to what is being cleaned. You can damage equipment by using the wrong cleaner.
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15 Tips on Business Email Etiquette
Each day we send email to our co-workers, vendors and clients. Have you ever thought what how your message looks? I am not talking about the actual message, but the format and layout of the email.
As often as you use email you should make sure that you are presenting your message in a clear and professional manner. Your email says a lot about yourself.
Here are some areas you should pay attention to when creating or reply to an email.
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Build a Strong Culture of Performance
Performance management is the process of assessing progress toward achieving predetermined goals. Performance management is building on that process, adding the relevant communication and action on the progress achieved against these predetermined goals. (Source: Wikipedia)
Performance management strives to optimize results by aligning all of the parts of an organization. With a well designed plan and good training you can build a culture of performance that will improve every part of your organization.
Here are some of the key parts in building a strong culture of performance.
Develop Clear and Measurable Goals and Objectives
The starting point for performance management is to review the goals your organization from the top to the bottom. Every department should have their own goals which align with the overall goals of the company. The goals should be clear and in terms of units of performance that can be measured such as time goals, production goals, spending goals and improvement goals.
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5S System Step 2 - The Straighten Step
From the Japanese word Seiton we get the next step in the 5S System, straighten. Now that you have completed the first step sort, the workspace should be free from clutter and unnecessary items.
Key parts of the straighten step include:
- Everything has a place and everything goes in its place
- Limits are set on the about of work in progress and parts kept in the workspace
- Improve the workflow to reduce waste and improve efficiency
- Work to be done, parts and supplies needed should be near the workspace
- All areas of the work place should be sectioned off and clearly labeled
- All storage areas should be clearly labeled or marked off
- An electronic version map or log that can be printed and distributed or posted should indicate the location of everything for easy reference
- Straighten is about improving organization, workflow, productivity and morale
