Banking on Six Sigma to improve service quality: a case study: major Australian financial...

To help address this, organisations have turned to practices and quality methods that include IT Infrastructure Library (ITIL), and Six Sigma--combining them to measure the quality of service, and improve IT-dependent business processes by focusing on the customers.

IT Infrastructure Library (ITIL) provides guidelines for IT Service Delivery and Support, but it does not tell the quality status of IT service performance nor how to improve it. Six Sigma provides a quality improvement process known as DMAIC, and is often used in conjunction with ITIL to measure and improve