Six Sigma ITIL and eTOM

Six Sigma is a measurement-based improvement methodology that can be used for delivering quality IT services. It offers a structure by which organisations can constantly improve routine IT processes, eliminating defects, waste and cost, thereby increasing service quality and customer satisfaction.

The basic aim of Six Sigma is to reduce variation using – Define, Measure, Analyze, Improve and Control (DMAIC) methodology. For designing new processes, the Design for Six Sigma (DFSS) method is used.

ITIL (The IT Infrastructure Library) is a best practice framework for the effective delivery of IT as a service. Originally created by the CCTA (Central Computers and Telecommunications Agency, now the OGC, UK Office of Government Commerce), ITIL has now become the de-facto standard for IT Service Management worldwide.

Enhanced Telecom Operations Map (eTOM) is not specifically an IT management framework, it is in fact the most widely accepted and used business process framework in the telecommunications companies worldwide.eTOM describes a full range of business processes required by a service provider and defines the key mechanisms and how they interact.

Six Sigma can be used in conjunction with the ITIL (Information Technology Infrastructure Library) framework and eTOM. They complement each other by the former being a measurement-based quality improvement methodology and ITIL and eTOM being a best practice processed based frameworks.

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