| 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. |
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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
He started in 1979 as IBM/370 system engineer. In 1986 he got his PhD. in Robotics at St. Petersburg Technical University (Russia) and then worked as a professor teaching CAD/CAM, Robotics for 12 years. He published 30+ papers and made several presentations for conferences related to the Robotics and Artificial Intelligent fields. In 1999 he moved to the US, worked at Capital One bank as a Capacity Planner. His first CMG.org paper was written and presented in 2001. The next one, "Exception Detection System Based on MASF Technique," won a Best Paper award at CMG'02 and was presented at UKCMG'03 in Oxford, England. He made other tech. presentations at IBM z/Series Expo, SPEC.org, Southern and Central Europe CMG and ran several workshops covering his original method of Anomaly and Change Point Detection (Perfomalist.com). Author of “Performance Anomaly Detection” class (at CMG.com). Worked 2 years as the Capacity team lead for IBM, worked for SunTrust Bank for 3 years and then at IBM for 3 years as Sr. IT Architect. Now he works for Capital One bank as IT Manager at the Cloud Engineering and since 2015 he is a member of CMG.org Board of Directors. Runs UT channel iTrubin
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