Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests there is a growing interest in Six Sigma.
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virtually anything. For example, it might represent a component, availability of a service, or the rate of assembly. Six Sigma translates a customer''s needs into separate tasks and defines the optimal specification for each, depending on how the tasks interact. Companies adopting Six Sigma spend time defining the process, measuring its performance against a valid ideal and then figure out how to eliminate any variation in the process. In general, the higher the number of Sigmas, the more consistent the