This paper proposes bringing together two seemingly independent approaches to improve the quality of IT service delivery - the IT Infrastructure Library (ITIL) and Six Sigma. These two approaches, each of which has attractive features, can certainly function without the other. ITIL defines a framework for IT Service Management. It consists of a set of guidelines, based on industry best practices, that specify what an IT organization should do. ITIL does not, however, define how to do it. Six Sigma, on the other hand, defines a specific process, based on statistical measurement, that drives quality improvement and reduces operational costs. It helps in developing detailed work instructions, and it defines a methodology for continually mapping, measuring, and improving the quality process.
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