The Research Of Bayer Group For IT Service Management, Based On Six Sigma

In past decades, the development of information technology produced a large effect on business. The enterprise can provide product and service to market more quickly than before by computer, Intranet, client/server and Internet technology. In this trend, organization depends more on IT to realize its business goals. The requirements of business related, customer oriented and high quality IT service is going strong because of the dependence on IT. The focus of developing IT application has been transferred to IT service management. Consequently, how to manage IT service, how to ensure the quality and quantity of service and how to ensure that IT service has met the needs of business requirements have been rising as the focus in the process of business informatization. IT Service Management (ITSM) provides guidelines for solving these problems. IT Infrastructure Library (ITIL) released by OGC is a de-factor standard in the field of ITSM. ITIL provides the best practices that have been acknowledged worldwide. It can't measure the performance of enterprise clearly, although this framework is helpful for the company to analyze the operation of IT department. Therefore, the organization is looking for a method to measure its workflow and output.The organization can find out a quantizing method in Six Sigma. Six Sigma is a method to make business decision based on data and factor. The process and organization problem is converted to be a statistical problem by Six Sigma method. Then, an executable solution will be provided. Referring to DMAIC improvement cycle, Six Sigma provides a method to analyze the operation of process. Its advantage is to check, processing and solve big impact problem of enterprise. As a result, the enterprise can get the value from value added parts. The purpose of this article is to make a research on the Six Sigma based on IT Service Management Application.This research starts with the analysis of several models of IT service and of customer-oriented ITIL, based on which the feasibility and value of Six Sigma Based ITSM Application is revealed. This article comes up with the idea that ITSM and Six Sigma are complementary. ITIL is a ITSM based best practice which provides a theoretical framework. Six Sigma provides a quality measurement and improvement tool. Integrated ITIL and Six Sigma is able to improve the quality of IT service and customer satisfactory. Finally, the organization can develop its business and improve the quality by revenue.This research also analyses the necessity of importing Six Sigma from theory and real case in Bayer Group. The real case concerning IT service model re-building, process improvement proposal and implement is given to show the practical use of the methodology and tools mentioned above.