Using metamodeling to represent lean six sigma for IT service improvement

Miles Herrera, Jos Van Hillegersberg

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

1 Citation (Scopus)


In today's competitive market, the need to continuously improve quality and lead time of IT services becomes more important. Over the last decades, too much complexity has been added to IT organizations after they had introduced IT frameworks like COBIT for IT Governance or ITIL for IT service management. As a result, many organizations face process inefficiencies and an increase in IT operational costs. Even though COBIT and ITIL, that we use as a reference in our research, contain continuous improvement (CI) processes and guidelines, their approach and effectiveness has been criticized. In this paper, we propose to apply Lean and Six Sigma, CI-approaches that gained popularity in other areas in industry, to CI of IT services. We use metamodeling to integrate Lean and Six Sigma to develop an integrated approach of Lean Six Sigma for CI of IT Services. Our Metamodels provide a visual representation to capture and integrate the main elements of Lean, Six Sigma, and Lean Six Sigma and model their interface with the IT Services framework. We apply metamodeling as part of a Design Science Research Methodology (DSRM) and use the Framework for Evaluation in Design Research (FEDS) to evaluate our results using practitioners in the evaluation. The objective of our research is to present a standard method for IT-Services CI. The resulting framework should support the design and implementation, in a standard way, of CI organizations to improve IT Service delivery.

Original languageEnglish
Title of host publication21st IEEE Conference on Business Informatics, CBI 2019
EditorsJorg Becker, Dmitriy Novikov
Number of pages8
ISBN (Electronic)9781728106502
Publication statusPublished - 22 Aug 2019
Event21st IEEE Conference on Business Informatics, CBI 2019 - National Research University, Moscow, Russian Federation
Duration: 15 Jul 201917 Jul 2019
Conference number: 21


Conference21st IEEE Conference on Business Informatics, CBI 2019
Abbreviated titleCBI 2019
CountryRussian Federation
Internet address


  • IT Continuous Improvement
  • IT Process Framework
  • IT Service Management
  • Lean
  • Six Sigma

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