IT Quality Index

Name: IT Quality Index
Author: Zdenek Kvapil

IT Quality Index Answering the question 'How Good Is Your IT'

Specificaties

Paperback, 171 blz. | Engels

Van Haren Publishing B.V. | 1e druk, 2017

ISBN13: 9789401802420

Rubricering

Hoofdrubriek : Computer en informatica

Van Haren Publishing B.V. 1e druk, 2017 9789401802420

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Samenvatting

Over a long period of time we were receiving demand from different customers and stakeholders requesting our help with analyzing actual levels of IT management practices in their companies and to provide an external, objective look at IT, compare it with other organizations and develop a management summary of our overall findings.

While this seems like a straight forward request and is covered by many consulting service providers, we struggled to develop answers to some very simple questions which are crucial to the different management levels from CEO level to IT professionals delivering operational support to the end user.

Key questions we were requested to answer:
_ How good is our IT?
_ How is the quality of our IT evolving?
_ How do we compare with other IT departments in similar organizations?
_ How do we align the perception of quality between the business and IT?
_ Can you compare the quality and costs of our IT?

There are many existing assessment approaches based on ISO/IEC, capability models, maturity models, structured surveys as well as there being many different benchmarking approaches that provide detailed analytical outputs. These are typically focused and targeted internally, providing largely internal benefits to a company's IT organization, looking mostly at the presence of documentation and processes, but none of them providing a comprehensive and straight forward answer to address the simple yet fundamental question asked by management - HOW GOOD IS OUR IT?

We believe that a simple question should have a simple answer.

Specificaties

ISBN13:9789401802420

Trefwoorden:ICT (Informatie en Communicatie Technologie), IT kwaliteit

Taal:Engels

Bindwijze:paperback

Aantal pagina's:171

Uitgever:Van Haren Publishing B.V.

Druk:1

Verschijningsdatum:13-11-2017

Hoofdrubriek:IT-management / ICT

Inhoudsopgave

U kunt van deze inhoudsopgave een PDF downloaden

1. Foreword - Motivations 1
2. Existing IT quality assessment approaches 3
3. What is Quality in general 10
4. Best, Bad and Right practices 12
5. IT QUALITY INDEX – Architectural goals 15
6. Value to business 17
7. Framework parts 19
8. Principles 20
9. The Framework – quality domains, dimensions 28
10. Quality scale 32
11. Roles in a quality assessment 35
12. Assessment 39
13. Data processing 54
14. Generating outputs 56
15. Presenting the IT QUALITY INDEX outputs 58
16. Accreditation 59
17. Types of IT QUALITY INDEX training 64
18. IT QUALITY INDEX training organisations 66
19. Tools certification 67
20. IT QUALITY INDEX: The top whys? 68
21. How ITQI fits with other frameworks 73
22. Value of improvement 75
23. Unanticipated consequences of an IT QUALITY INDEX 78
24. Next plans 81
25. Quality Domains 82
26. Glossary, abbreviations, trademarks 148
27. Recommended reading 150
28. Appendix A – IT QUALITY INDEX assessment form 153
29. Appendix B – Example of IT Quality Certificate 154
30. Appendix C – Example of IT Quality Index radar chart 155
31. Appendix D – Recommended Scope of assessment 156
32. Appendix E – IT QUALITY INDEX assessment plan 157
33. Appendix F – Assessment checklist 159
34. Appendix G – mapping ITQI to other frameworks 164
35. Summary and afterword 169
36. About the author 170

List of pictures
Picture 1: Different perceptions of automated services. 4
Picture 2: Quality measurement and quality levels have a bidirectional dependency 18
Picture 3: Governing principles of the IT QUALITY INDEX 20
Picture 4: Nonlinearity between quality level and effort / costs 22
Picture 5: Anchoring principle in aligning quality perceptions 27
Picture 6: From quality domain to quality attribute 28
Picture 7: Quality areas, principles and assessors 29
Picture 8: IT QUALITY INDEX as a holistic view on IT 30
Picture 9: Roles, responsibilities 37
Picture 10: Assessment team split across a complex IT organisation 38
Picture 11: Process of the ITQI assessment 40
Picture 12: Audit versus Holistic assessment 48
Picture 13: L1 and L2 measurement 50
Picture 14: IT QUALITY INDEX formula 54
Picture 15: Types of certification and accreditation 59
Picture 16: Mapping the IT QUALITY INDEX with other frameworks 73
Picture 17: COBIT 5 cascading goals 74
Picture 18: Positive IT quality nudge 78
Picture 19: IT in passive / active role 83
Picture 20: Assessment form – key parts 153
Picture 21: IT Quality assessment form - IT quality dimensions 153
Picture 22: Example of IT Quality Certificate 154

List of tables
Table 1 A simplified process maturity assessment 6
Table 2: Difference in perceptions 17
Table 3: Positive / negative approach – comparison 21
Table 4: Quality levels mapping 33
Table 5: Roles and responsibilities 36
Table 6: Composition of quality assessment team 36
Table 7: Assessment team composition for outsourced services 38
Table 8: Mapping with COBIT 5 74
Table 9: Different quality levels value 77