|Using Statistical Process Control to Improve the Quality and Delivery of IT Services|
Armin Roeseler, Townsend Analytics
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.
I have got the comment on my previous post “ BIRT based Control Chart “ with questions about how actually in BIRT the data are prepared for ...
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