Statistical Process Control to Improve IT Services - one more CMG'10 paper related to this blog subject

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.