20.500.12556/DKUM-69174 Managing IT services aligning best practice with a quality method Upravljanje storitev IT usklajevanje dobre prakse z metodo kakovosti Managing information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT services, but it does not explain how to achieve this effectively. This shortcoming can be overcome by complementing the framework with other quality approaches to service management. In this context several methodologies are mentioned including the use of Six Sigma (6s) methodology. The statistical nature of the Six Sigma methodology enables us to analyze the vast amount of data gathered from the field of IT. Only after these value-based metrics are obtained can the overall health of the IT service be determined and the necessary improvement measures made. The aim of this paper is to analyze in detail the two approaches. We will establish a common link between them, with it the opportunity to complement ITIL with the Six Sigma methodology, and consequently set foundations for introduction of necessary measurable changes. Upravljanje storitev informacijske tehnologije postaja vse bolj zahtevna naloga. V podporo upravljanju so se razvili različni stan­dardi in metodologije. ITIL (krajše za IT Infrastructure Library) je najpogosteje uporabljen pristop t.i. dobre prakse za učinkovito upravljanje storitev IT. ITIL se osredotoča predvsem na vprašanje, kaj storiti, da zagotovimo učinkovite storitve IT, ne pojasni pa kako to doseči. To pomanjkljivost je mogoče odpraviti z dopolnitvijo okvira tudi z drugimi kakovostnimi pristopi upravljanja storitev. V tem kontekstu se omenja več metodologij, vključno uporaba Six Sigme (6s). Statistični narava metodologije Six Sigma omogoča analiziranje obsežne količine podatkov, zbranih s področja IT. Šele na osnovi meritev lahko nato določimo splošno zdravje storitev IT in izvedemo potrebne ukrepe za izboljšavo. Namen prispevka je podrobno analizirati oba pristopa. Vzpostavili bomo skupno vez med njima in s tem tudi možnost dopolnitve ITIL s Six Sigmo, ter posledično določili temelje za uvedbo potrebnih merljivih sprememb. IT service management ITIL Six Sigma methodology DMAIC continual improvement upravljanje storitev IT ITIL metodologija Six Sigma DMAIC nenehno izboljševanje informacijska tehnologija upravljanje učinkovitost true true true Angleški jezik Slovenski jezik Znanstveno delo 2017-12-04 12:32:15 2017-12-04 12:33:08 2022-08-01 16:59:01 2019-07-11 17:23:25 2012 0 0 str. 31-37 št. 1 Letn. 45 jan.-feb. 2012 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1318-5454 004 610909 9111892 10.2478/v10051-012-0004-6 1318-5454 URN:SI:UM:DK:ILEPXOQB Organizacija_2012_Kastelic,_Peer_Managing_IT_Services_Aligning_Best_Practice_with_a_Quality_Method.pdf Organizacija_2012_Kastelic,_Peer_Managing_IT_Services_Aligning_Best_Practice_with_a_Quality_Method.pdf 1 ED20208266E08B710A2C1F1F98A75015 b23ff05cdae02d8b5c8fdbbcf03474384c3a8887dbdf01760bc21bcf15741279 8c2001e5-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/bf377eae-efff-47ea-8cb0-9b9b3ed89b14 https://dk.um.si/Dokument.php?lang=slv&id=120787 http://www.degruyter.com/view/j/orga.2012.45.issue-1/v10051-012-0004-6/v10051-012-0004-6.xml 1 https://dk.um.si/Dokument.php?lang=slv&id=120786 Fakulteta za organizacijske vede Organizacija 0 0 0