Enterprise IT — Lean Six Sigma articles
In-depth Lean Six Sigma articles for enterprise IT operations and service management leaders — incident MTTR reduction, ITIL change success rate, and end-user service desk first-call resolution.
3 articles
Cutting Enterprise IT Incident MTTR with Lean Six Sigma: A Master Black Belt's ITIL Operations Playbook
Most enterprise IT shops resolve P1 incidents in a 6-hour median against a 2-hour SLA. The lever isn't a smarter ITSM tool — it's the triage queue, the escalation loop, and the unstructured post-incident review. Here's the playbook IT operations leaders use to compress it.
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Lifting Enterprise IT Change Success Rate with Lean Six Sigma: A Master Black Belt's Change Management Playbook
Most enterprise IT shops run a 78% change success rate against a 95% target — and the failed 22% generate 60% of all P1 incidents. The lever isn't a stricter CAB; it's risk-based change classification, pre-deployment validation, and structured rollback design. Here's the playbook.
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Lifting Enterprise IT Service Desk First-Call Resolution with Lean Six Sigma: A Master Black Belt's End-User Support Playbook
Most enterprise IT service desks run a 42% first-call resolution rate and a 36-hour average ticket cycle time. The lever isn't more tier-one agents — it's the knowledge base, the escalation criteria, and the unstructured tier-two queue. Here's the playbook IT support leaders use to compress it.
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