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Applying Six-Sigma Methods to Achieve IT Service Excellence Presenter: Ian Clayton, ITSMI 1 Day Session · Thur., Sept. 26 · 9:00am-5:00pm Session Fee $595 · Limited to 24 attendees Click on "Register Now" in the Menu Bar to Secure Your Spot Today!

Today, more than ever, IT services delivery determines business success and directly affects the business bottom-line. Many businesses have challenged their IT service provider to deliver IT services from a customer and business bottom line perspective, measuring and reporting the cost of each IT service in business terms. What better approach than to use a method the business has already approved to address this challenge? Six Sigma is a business process improvement strategy that essentially checks that a business is doing what its customers want, the processes used are ‘best-in-class’, and any variation is removed to provide significantly improved consistency, cost effectiveness and a base for ongoing improvement.

What You Will Learn:

• How business can exploit Six-Sigma methods to assess organizational readiness, measure current operational efficiencies, define problem areas, analyze impact, plan improvements and deliver quantifiable performance improvements performance
• The importance of a mature ‘problem management’ function to ensure the right problems are targeted
• The best way to exploit the IT Service Management (ITSM) best practice sets such as ITIL so that improvement is ‘guaranteed’
• How to incorporate Six-Sigma methods into your own ITSM rollout
• Key skills to define end-to-end service processes across functions, suppliers and customers
• How to identify and assess trade offs between customer expectations and the cost of service provision
• How to develop feedback and resolution loops to create a continuous improvement and learning environment
• The ‘value’ of results driven scorecards
• How key techniques can be blended and sequenced to form a repeatable process for solving critical service engineering, administrative, and IT process problems
• How to propel your organization towards "best-in-class" status by reducing costs, improving cycle times, eliminating defects and significantly increasing customer satisfaction

Who Should Attend?

• Every IT staffer and IT manager who is committed to achieving service excellence

Presenter: Ian Clayton, ITSMI

Ian Clayton has nearly 30 years of IT experience spanning a wide variety of technical and management responsibilities, IT infrastructures, organizational cultures, and national boundaries, working for European and American banking IT organizations, and as chief designer of automated data center management systems and project manager for data center health check and conversions. He specializes in the management of IT as a business and is one of pioneers of a service-based approach to the automated operations of data centers, designing custom software and managing successful implementations at some of the world’s largest sites. Ian holds the ITIL Service manager certificate, with distinction, and is an accredited instructor in ITIL best practices.

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