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Aligning Six Sigma and ITIL to improve IT Service Management

Aligning Six Sigma and ITIL to improve IT Service Management

Peter C. Chan, Shauntell R. Durant, Verna Mae Gall, Mahesh S. Raisinghani
Copyright: © 2011 |Pages: 15
ISBN13: 9781609606077|ISBN10: 1609606078|EISBN13: 9781609606084
DOI: 10.4018/978-1-60960-607-7.ch016
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MLA

Chan, Peter C., et al. "Aligning Six Sigma and ITIL to improve IT Service Management." Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts, edited by Ada Scupola, IGI Global, 2011, pp. 297-311. https://doi.org/10.4018/978-1-60960-607-7.ch016

APA

Chan, P. C., Durant, S. R., Gall, V. M., & Raisinghani, M. S. (2011). Aligning Six Sigma and ITIL to improve IT Service Management. In A. Scupola (Ed.), Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts (pp. 297-311). IGI Global. https://doi.org/10.4018/978-1-60960-607-7.ch016

Chicago

Chan, Peter C., et al. "Aligning Six Sigma and ITIL to improve IT Service Management." In Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts, edited by Ada Scupola, 297-311. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-60960-607-7.ch016

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Abstract

The framework in our exploratory research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative case study. It makes the case for leveraging ITIL and Six Sigma with ITSM in practice and opportunities for future research.

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