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This paper discusses the application of the Six Sigma method for managing, control and continuous improvement of ICT services.
This method enables the improvement of business processes, and, until now, it has been applied in the manufacturing industry and some other parts of the service sector.
But, lately it has penetrated other application areas, including the ICT area.
The pragmatic Six Sigma method approach is based on the implementation of statistical techniques based on historical data, which enables the continuous analysis and control of ICT services improvement.
The principle scope of the paper is to analyze the relationship between ITIL framework, its ITIL Service Delivery and the Six Sigma method.
The MAIC (Define, Measure, Analyze, Improve, Control) cycle modeling will be explained, as well as particular data as a result of the implementation of this method for the improvement of the module's function: Service Desk, Incident Management and Problem Management
Apart from that, the potential usage of the DMAIC method will be presented in other segments of the ICT service management.