Zdenek Jelinek_workshop_Q4IT_AID2019

www.itqualityindex.com
#itQualityIndex
IT QUALITY INDEX Framework Overview
Workshop
Answering the question: 'How good is Your IT?'
Alvao Inspiration Day, 25.4.2019
Zdeněk Jelínek
Q4IT s.r.o.
#itQualityIndex

#itQualityIndex
How good
we are? Hmm
…
To be or not
to be…
How good
do we want
to be?

#itQualityIndex
Voting: Our IT Quality is…
Better than average
About the average
Below the average
No idea – no need to know it
No idea – need to know it
A
B
C
D
E

#itQualityIndex
What is Quality
ISO definition of quality
Degree to which a set of inherent
characteristics fulfils requirements.
The Oxford dictionary
The standard of something as measured
against other things of a similar kind;
the degree of excellence of something.

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What means good IT
CXO: Can’t express it in simple terms.
It is how they work, how they are
organized, how they communicate.
CIO: We measure Customer satisfaction,
we measure SLAs, so we have confirmation
that we are good.

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Are we on the same page

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What actually is IT
Quality?
How will the quality be
measured?
Is a measurement
objective?
How will we compare
with others?

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What managers manage
Figures, trends, gaps,
benchmarks, audit
findings, reports
Typical set of metrics
for strategic IT planning (and
management)
• IT OPEX, IT CAPEX
• FTEs
Is there any strategic level measure related to IT quality?
Does IT offer any good measurement of overall IT quality?

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Solution is a system for
the IT quality measurement

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IT Quality definition
IT Quality
Multi-dimensional entity
where every dimension is
expressing level of adoption
widely accepted best
practices and non presence of
bad practices.
IT Quality is expressed in the form of IT QUALITY INDEX, which
represents measurement of all quality dimensions based on consistent
and documented process performed by skilled IT Quality Expert.

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Positive approach
Not only maturity of processes
Complete set of mandatory
criteria
Intelligible scale
Experienced and skilled IT
professionals
Outputs allow comparison &
benchmarking
Single figure representing
overall IT Quality level
Design goals

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Business
Customer
Human
Assets
Services
Processes
Tools
Appearance
Positive
approach
Non linear
Regression Context
Anchoring
5 principles x 6 domains

#itQualityIndex
Business
Customer
Human
Assets
Services
Processes
Tools
Appearance
Positive
approach
Non linear
Regression Context
Anchoring
5 principles5 principles x 6 domains

#itQualityIndex
6 domains
48 quality dimensions
Quality domains and dimensions

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Mapping ITQI to other frameworks
Domain Dimension Short description Quality Dimension ITIL 4 practice ISO/IEC 20000-1:2011 COBIT 2019 processes
Business/Customers
B1 Business Strategy
The Business Strategy (BS) is
documented and available for
managing IT, with business strategy as
a driver for IT Strategy.
Relationship
management
7.1 Business
relationship
management
EDM05 Ensured
Stakeholder
Engagement
EDM02 Ensured
Benefits Delivery
B2 IT Strategy
IT Strategy is developed and actively
used to support the business
objectives.
Strategy management 4.1.1 Management
commitment
APO02 Managed
Strategy
B3 Governance
The business and IT agree on the IT
governance principles. Key documents
are approved and accepted by
management.
General management
practices,
Relationship
management
4.1 Management
responsibility
4.1.1 Management
commitment
4.1.2 Service
management principles
EDM01 Ensured
Governance Framework
Setting and
Maintenance
EDM05 Ensured
Stakeholder
Engagement
APO01 Managed the IT
Management
Framework

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ITQI Measurement versus Audit

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How it works

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The assessment participants
IT
AITQE
Shadow AITQE
IT team leaders
CIO / IT manager
Representatives
of the customer
Peer assessors
Person who has demonstrated:
ITSM + ITQI knowledge
Managed people
Reputation

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Dimension description

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Quality levels

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Interview

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Data processing

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Outputs
Assessment report
Quality certificate
Improvement potential graph
Management summary

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Improvement potential

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Perception

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IT Cost / Quality

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What is in it for me
CIO
• The focuse on
overall IT
quality
• BITA
Executives
• Repeatable
method of
assessment
and
benchmarking
• BITA
Consultants
• Opportunity
to expand
portfolio of
services

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IT Quality Management System

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Certification table

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Accreditation Diagram

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IT Quality Index Benefits
1. Where we are now
2. Tracing changes
3. What to improve
4. Benchmark
5. Self-confidence

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Pozvánka na konferenci
„Digital Governance“
22.5.2019 Praha, Panorama hotel
www.itSDFI.com

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Zdeněk Jelínek
Q4IT s.r.o.
zdenek.jelinek@q4it.eu
www.linkedin.com/in/zdenekjelinek
www.Q4IT.eu
www.itSDFI.com
#itQualityIndex

Zdenek Jelinek_workshop_Q4IT_AID2019

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