Improving Incident Ticket Resolution Time Using A Six Sigma DMAIC Methodology

Information Technology incident ticket prolonged resolution times means increased support costs for the IT organization and leads to dissatisfied users. The purpose of this study is to identify the factors that are causing this high-resolution time. A Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) framework is applied to improve and speed up incident resolution time in IT Support Center (ITSC) or a help desk in a large private university in a major metropolitan area. The main cause for this prolonged high-resolution time appears to be incorrect ticket assignments, which leads to subsequent reassignments from one support team to another. In order to improve the high-resolution time and identify influential factors, data analysis was conducted using incident ticket Tier 2 and Tier 3 data. Some of the other factors investigated include ticket category and assigned groups.As part of the Six Sigma framework, a predictive model was developed to be used as a decision-aid for the university in order to forecast resolution time of incident tickets and to quantify how other factors have bearing on the prolonged resolution time.

Author

• Awl, Abdi

Language

• en

Keyword

• Remedy
• Incident Management
• Resolution Time
• Six Sigma
• DMAIC

Date created

• 2018

Type of Work

• Dissertation

License

• All rights reserved

Rights statement

• In Copyright

GW Unit

• Engineering Management

Degree

• D.Engr.

Advisor

• Gideon, Alan
• Guillaume-Joseph, Gina

Committee Member(s)

• Guillaume-Joseph, Gina
• Etemadi, Amirhossein
• Ghadieh, Amjad
• Malalla, Ebrahim

Persistent URL

•  https://scholarspace.library.gwu.edu/etd/5138jf02n