Most Six Sigma projects follow the DMAIC protocol. As you would learn during online Six Sigma Green Belt courses on the topic, DMAIC stands for Define, Measure, Analyze, Improve, and Control. In this article, we will focus on the first element of the Six Sigma approach – The six Sigma Define Phase – and the most […]
Author: Leanie Louw
ITIL Definitions: How Well Can You Define Your Business Cases and Risks?
If you’re an owner of an IT company or the head of an IT service provider division, there are some important ITIL definitions that you need to know by heart. The most important of these ITIL definitions are the ITIL definition for The Business Case and the ITIL foundation training definition for Risk. These ITIL definitions […]
Understanding Discrete Probability Distribution
In the data-driven Six Sigma approach, it is important to understand the concept of probability distributions. Probability distributions tell us how likely an event is bound to occur. Different types of data will have different types of distributions. Why do we need to know this? Well, in the Lean Six Sigma Course we learn that […]
SLA Management: Do You Improve ITIL Service Level Targets?
Within the ITIL framework, Service Level Agreements (SLAs) are the contract between an IT service provider and its customer in which service level targets are set to stipulate the quality of service that will be provided by the IT service provider. SLA management is critical to ensure that these SLAs are kept up to date […]
ITIL Business Relationship Management: Fulfill Your Customers’ Needs
ITIL business relationship management is the last process of the Service Strategy stage of the ITIL lifecycle for services as discussed in ITIL foundation certification training. The main scope of the ITIL business relationship management process within the ITIL Service Strategy stage is understanding how services fulfill the customer’s needs. A service provider provides services for […]