| Summary: | 碩士 === 中原大學 === 資訊管理研究所 === 99 === Case study of IT department of the manufacture partially adopted the ITIL or ISO20000 as service management standard and use of Lean Six Sigma tools and DMAIC methods to analyze and improve the Incident management processes in Help desk and Problem management processes of applications' developing.
The content described in detail how Lean Six Sigma tools in DMAIC various stages of implementation. In the Definition stage, define the problems by Kano analysis, SIPOC, VSM(Value Stream Map) and the Little’s Law, Measurement stage used the statistical software to measure the actual data help to establish a baseline, next in the Analysis phase adopted the PFMEA(Process Failure Modes and Effects Analysis)、cause-and-effect and Multi-voting for the process of failure analysis, the phase of Improving ,thinking about how to improve the process with IT systems supporting .Finally ,the Control phase, develop control plan which use mistake proof and SPC(statistical process control) to prevent and monitor the failure issues to reduce variation and risk of service management processes .
Help desk's incident management process mainly failure by upgrade phase when incident occur, and the reasons can be divided into: 1. Service personnel unfamiliar with related systems.
2. System abnormalities upgrade failure due to insufficient information .3. The number and variety of the systems .The solutions list like below:
1. The system itself should take the initiative to detect, collect, alert.2.Alarm System initiatives through SLAM, E-Mail and SMS.3. Customers can keep track of incidents and accidents, and the progress made to upgrade service request.
Problem management process failure mainly in the problem analysis stage, the main reason can be divided into 1.Professional or insufficient background knowledge, fear of error. 2. The system large and complex, leading to failure of SOP; to improve the program by 1. Quickly create synergy analysis, editing and review platform 2. To establish SOP testing and error prevention mechanism.
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