- IT-Control Charts
The Control Chart originally used in Mechanical Engineering has become one of the main Six Sigma tools to optimize business processes, and after some adjustments it is used in IT Capacity Management especially in “behavior learning” products. The paper answers the following questions. What is the Control Chart and how to read it? Where is the Control Chart used? Review of some performance tools that use it. Control chart types: MASF charts vs. SPC; IT-Control Chart for IT Application performance control. How to build a Control Chart using Excel for interactive analysis and R to do it automatically?
Effective Proactive Service Capacity Management using Adaptive Thresholds
Proactive Service Capacity Management (SCM) is essential to deliver desired service level to its users. It enables service to be available as per the SLA with agreed service performance. For proactive SCM, monitoring and proper thresholds are basic ingredients. Often service usage is seasonal in nature and setting fixed thresholds for alerts can’t take into account the variability of usage and significance of alerts. This paper is aimed at introducing the concept of adaptive thresholds and discusses how this should be utilized to proactively manage e2e service perf and capacity aspects.
Using Statistical Process Control to Improve the Quality and Delivery of IT Services
This paper presents a framework for the delivery of IT services based on Continuous Quality Improvement (CQI). Starting with the Capability Maturity Model (CMM), we develop a process oriented approach based on Statistical Process Control (SPC). We apply the framework to the Change Management process of a large IT environment for a trading software firm, and show how failure-rates of the Change Management process were reduced dramatically.