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Scott D. Adams

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Meeting ITIL SLAs: MSA for Project Completion Time

A common service level agreement (SLA) measurement among Information Technology Infrastructure Library (ITIL) practitioners is project completion time, in one form or another. Many use a percent difference measurement between actual and forecasted, others simply subtract the actual completion time from the forecasted completion time. Whatever the final calculation, using the elapsed time between when…

How Six Sigma Can Help ITIL Service Level Management

Many information technology (IT) organizations are utilizing the Information Technology Infrastructure Library (ITIL) as a guiding framework for operational excellence. One of the many “best practices” within ITIL is utilization of service level agreements, (SLAs) and operational level agreements (OLAs). When implemented well, these agreements and associated management processes go far in establishing fruitful working…

One IT Size Does Not Fit All; Lean Six Sigma Can Help

Although information technology (IT) organizations can share commonalities at a general level, each has its own, unique set of characteristics interacting in ways that result in their own performance signatures. Even performance measurements are not identical. Each is its own system, its own environment supporting a specific company’s needs. Just as companies are diverse in…

Leveraging Six Sigma and the IT Infrastructure Library

“As technology moves more and more into the very fabric of our existence, the real-time existence of consumers and businesses and the economy, the reliability of systems will need to reach the level of dial-tone. Consequently, the techniques used to develop systems, the quality of these systems, and the demands on the performance of these…