Success Story: Reducing Ticket Lifetime in the IAM Service by 66%
Through a Six Sigma project, the average lifetime of incidents in the central Identity and Access Management (IAM) service decreased from six days to only two.
Initial Situation
At a global pharmaceutical and chemical company with tens of thousands of employees, the service level agreement (SLA) for central IAM support had not been met for several months and the maximum ticket age for incidents had been significantly exceeded. A Six Sigma for IT project was launched to restore SLA compliance.
Six-Month DMAIC Project
The project followed the standard DMAIC phases of Six Sigma over a six-month period.
These phases are generally described in the article Systematically improve your IT operations with Six Sigma for IT.
From Voice of the Customer to Deliverable
The customer’s complaint, “Incident resolution takes too long,” was translated into a concrete deliverable:
“Incidents should be resolved within three business days.”
Methods and analyses:
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A process capability analysis showed that 73% of tickets exceeded the upper limit.
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A cause-and-effect analysis revealed ambiguities in the incident handling process.
Improvement measures:
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Refinement of the process flow diagram and communication to support agents.
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Implementation of a regular control process with defined corrective actions.
Results
The average lifetime of incidents in the central IAM service was reduced by 66%, from 6 days to 2.
Read our related blog article here:
RYOSHI pioneered Lean ITSM and Six Sigma for IT.
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