IT Improvement

Business Challenges

IT improvement processes through quality processes such as ITIL Continual Service Improvement and Six Sigma are proven to increase customer satisfaction and operational efficiency. For many organizations, these two disciplines complement one other: ITIL provides the process framework and Six Sigma provides the tools and techniques. As a result, more and more IT organizations are adopting these process-oriented approaches to IT improvement. However, IT faces several challenges in successful adoption of these quality improvement initiatives:

  • How can I reduce the effort involved in the measurement, collection and analysis of data?
  • How can I demonstrate service improvement in a way that is meaningful to business and IT executives?
  • How can I mine historical service quality data to identify opportunities for IT improvement?

Our Solution

Compuware Vantage supports ITIL Continual Service/IT Improvement and Six Sigma initiatives by providing information, analysis and reporting that makes sense to business and IT leaders. This enables IT executives, managers and practitioners to make more informed decisions, be more agile in response to business demand and ensure sustained IT improvement.

Vantage capabilities for Continual Service Improvement include:

  • Automated Six Sigma techniques, including Pareto charts, control charts, process sigma value based on defects and opportunities, failure mode and effects analysis, and more (a feature unique to Vantage)
  • Automatically collect, measure and analyze data to provide meaningful information to business and IT executives
  • Baseline existing service quality levels, quantify improvement and ROI, and sustain improvement through ongoing monitoring and reporting.

While Vantage provides the right technology to enable IT Improvement, it needs to be supported by the right processes and techniques. Compuware can help, with service offerings that leverage the expertise of senior architects to assess current process maturity and initiate a quality improvement process.

Products and Services

Vantage
Vantage for Business Service Management
Vantage for End-User Experience Monitoring
Vantage Strategic Assessment and Roadmap

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