Using Statistical Process Control to Improve the Quality and Delivery of IT Services | |
Nathan Shiffman Armin Roeseler, Townsend Analytics Mike Pecak | |
This session 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. |
This blog relates to experiences in the Systems Capacity and Availability areas, focusing on statistical filtering and pattern recognition and BI analysis and reporting techniques (SPC, APC, MASF, 6-SIGMA, SEDS/SETDS and other)
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Monday, October 18, 2010
Statistical Process Control to Improve IT Services - one more CMG'10 paper related to this blog subject
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