ITIL essentially provides a clearly defined structure for delivering and supporting IT-based services.

Six Sigma is a quality-management process based on statistical measurements used to drive quality improvement while reducing operational costs.

The ITIL structure is a framework to deliver and support IT-based services. SLM, by definition, is the process of defining and then managing IT service delivery to a standard of quality. Six Sigma fits well with this because it creates a way to tangibly measure the service that can either formally be built into service-level agreements (SLA) or informally within the organizational structure.

ITIL defines a framework for IT Service Management. It consists of a set of guidelines, based on industry best practices, that specify what an IT organization should do. ITIL 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 a way that makes sense for their organization.

Six Sigma, on the other hand, defines a specific process, based on statistical measurement, that drives quality improvement and reduces operational costs. It helps in developing detailed work instructions, and it defines a methodology for continually mapping, measuring, and improving the quality process. Six Sigma tells you how, but doesn't tell you what. This approach does not specify any best practices specifically for IT Service Management.

In summary then, ITIL defines the "what" of service management, and Six Sigma defines the "how" of quality improvement. Together, they are a perfect fit for improving the quality of IT service delivery and support.


SixSigma -

ISO 9001 , ITIL , Sixsigma -

Combining ITIL & SixSigma -

Use Sixsigma to complement ITIL v3 -

Quality Methods / CMM / ITIL / Six Sigma -

Use Fishbone to solve complex problems -

Communication is the key to controlling project chaos -

Manage project time requirements with these methods -