Competition among companies nowadays has become more and more IT oriented. We now have an assortment of quality standards that have improved business processes.  ISO9000, Six Sigma, Capability Maturity Model (CMM), Information Technology Infrastructure Library (ITIL®) are just a few of them.  While these quality programs may have overlapping concepts and processes, they actually all work together to provide a better quality of service.  They all have their strengths and limitations so a combination of them may be availed by the organization.  ITIL®, CMM and Six Sigma combined can be beneficial to the organization because they work hand in hand in addressing the limitations of the one another.

ITIL® was first started in the UK Office of Government Commerce to provide IT service management best practices.  This is a detailed and IT-focused training where operational issues are greatly analysed and addressed and future needs of the IT business are always taken into consideration. 

Since ITIL® is mainly operational in nature (how-to), this is its main limitation and this is where the strength of CMM comes in.  CMM was developed by the Carnegie Mellon University Software Engineering Institute.  Now called the Capability Maturity Model Integration or CMMI, it focuses mainly on what the company needs to do in order to change its status from a state of no-order to a precision-based, error- free IT organization. 

Six Sigma was developed by Motorola Inc., in as a means of measuring service from a customers perspective.  Its main objective is to create a service or product that is free form defects the first time it is released.  By doing this, companies eliminate the problems faced by most other companies where defects are seen after the release of the product or service.  Since it was developed by Motorola, the design of Six Sigma was for the manufacturing industry and there are limitations when it comes to IT software development (like beta-testing and debugging).

The process of Six Sigmas make-it-right-the-first-time combined with CMMs what- to-do and ITIL®s how-to-do-it makes ITIL® and CMM and Six Sigma a powerful combination training for the organization.  After all, quality products and services are still the virtues any organization should have.

ITIL® has a Process Map that offers ITIL® contents in clear and graphical structure. The ITIL® is  actually designed to assist you in planning and taking necessary steps in ITIL®. Working with the best practice principles in your company, using it will give you great advantages in the industry: Benefits of ITIL® process map: 1. By using an easy to navigate and graphical structure, this can assist in the awareness of the complex processes and ITIL® procedures. 2. The variety of processes and performing complimentary projects gives appropriate guidance on how to arrange implementation projects. 3. You can save energy and effort in the process of documentation and designing, while you are adapting current process models and document outlines. This is much better than starting from scratch. 4. In following this process map, you can be assured of high quality documentation. This is a very important tool to promote your IT organization to be competent and effective source of IT services. The best technique in creating Process Map is to utilize easy flowcharting software. There are actually steps in Process Mapping that consists of the following: 1. Identification of process- This is to reach a full understanding of procedures and processes. 2. Gathering information- It is vital in process mapping that you recognize the objectives, key controls and other risks that may take place. 3. Mapping and interviewing- it is important that you understand the ideas in designing and processing the maps. 4. Analysis- This will help you develop tools and methods to create the process in an efficient and effective manner. Information Technology Infrastructure Library Process Map is an efficient tool in improving your IT processes.  It is also significant that you find ways to improve, develop and upgrade your system to effectively manage your IT service for your clients.


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