Combining Itil And Six Sigma To Improve

This document discusses combining the ITIL framework and Six Sigma methodology to improve IT service management at General Electric. It provides background on ITIL, which defines best practices for ITSM, and Six Sigma, which defines a process improvement methodology. The document outlines a project that used DMAIC, Six Sigma's five-phase process improvement model, to analyze GE's current ITSM processes, measure performance, identify improvement opportunities, and implement changes to bring the processes more in line with ITIL standards and best practices. The project helped GE achieve ISO compliance and continually improve its IT service management.