Six Sigma is a methodology used in quality management, that was created in the early 80’s of the twentieth century by Bob Galvin and Bill Smith from Motorola.   Nowadays, Six Sigma can be seen at three different levels: the level of metrics – that is 3.4 defects per million opportunities (DPMO). the level of methodology:… (5 comments)

Recently, I’ve found a Forrester report – ‘Managing IT Services From The Outside In – Establishing Realistic SLAs To Stabilize The Business Relationship’. 389 IT decision-makers were asked about their service management process (how they created SLA, and how they measured quality of IT services). Here are some interesting facts from this report (and my… (3 comments)