IT QUALITY INDEX @itQualityIndex

IT Quality assessment and bechmarking method, IT QMS, trainings and certifications. IT Quality Index body of knowledge: ISBN 9798269810812 itqualityindex.com international Joined April 2016

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IT QUALITY INDEX @itQualityIndex

6 days ago

The value of metrics is shifting toward multidimensional, qualitative indicators rather than purely quantitative ones.

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IT QUALITY INDEX @itQualityIndex

6 days ago

The overuse of quantitative metrics distorts how IT is perceived.It makes IT look like a factory that simply reacts to business requests. In reality, much of IT's value comes from proactive work that improves quality, resilience, security, and long-term org. capability

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IT QUALITY INDEX @itQualityIndex

2 weeks ago

Many CIOs position their IT departments as innovation-oriented functions, yet have no meaningful metrics to confirm or disprove that claim. And what about the trend in innovativeness? Without a feasible metric, it's more opinion than evidence. #INQI

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IT QUALITY INDEX @itQualityIndex

3 weeks ago

This example shows how traditional IT metrics overfocus on reactive support activities while obscuring more important proactive qualitative metrics. Eg. Support Quality Composite Indicator (#SQCI) can represent the absence of incidents through productivity oriented indicators.

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IT QUALITY INDEX @itQualityIndex

3 weeks ago

What is better? A/ Higher USAT scores from ticket closure surveys B/ Fewer incidents (and lower USAT)? B/ is better for the organization. Yet many IT teams still optimize for high USAT scores.

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IT QUALITY INDEX @itQualityIndex

3 weeks ago

Preventing incidents should be a higher priority than chasing higher USAT scores. Support Quality Composite Indicator #SQCI aims to reduce the overreliance on USAT metrics and evaluate support from a more holistic perspective.

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IT QUALITY INDEX @itQualityIndex

4 weeks ago

How innovation-oriented is your IT? Can we measure it? The Innovation Quality Index (#INQI) provides an effective way to assess the baseline and track trends over time. It also serves as a mediation tool to help define the right context-relevant target level.

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IT QUALITY INDEX @itQualityIndex

a month ago

The concept of continual improvement assumes activities can be improved independently, without unintended effects on other metrics. In complex environments, this rarely holds—interdependencies mean improving A inevitably impacts B and C. Metrics should be seen as a web.

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IT QUALITY INDEX @itQualityIndex

a month ago

Quantitative and qualitative IT metrics are structurally different. The former fits routine, repeatable work; the latter captures proactive, preventive, and future-focused knowledge work.

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IT QUALITY INDEX @itQualityIndex

2 months ago

IT Quality Index 2026 Edition ISBN 9798269810812

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IT QUALITY INDEX @itQualityIndex

2 months ago

For many in IT management, quality is reduced to monitoring SLAs and user satisfaction scores. But the entire domain of IT quality is much broader when viewed from a system-level perspective. IT departments are complex, multidimensional systems.

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IT QUALITY INDEX @itQualityIndex

2 months ago

Self-assessment or full audit? In many cases, neither works well - low objectivity on one side, high cost on the other. IT Quality Index sits in between: an independent quality assessment with low demands on time, money, and effort.

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IT QUALITY INDEX @itQualityIndex

2 months ago

The primary goal of IT is to minimize the need for support. That’s why making Customer or User Experience the primary metric is misguided. #SQCI #SupportQuality #ITManagement

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IT QUALITY INDEX @itQualityIndex

2 months ago

@thorpe_karen Measurement methods are in details described in IT Quality Index 2026 Edition, ISBN 9798269810812

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IT QUALITY INDEX @itQualityIndex

2 months ago

Examples of qualitative metrics in IT.

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IT QUALITY INDEX @itQualityIndex

2 months ago

Balaincing Quantitative and Qualitative metrics in IT

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IT QUALITY INDEX @itQualityIndex

2 months ago

When your Service Desk excels in user satisfaction scores from ticket closure surveys, it may signal poor overall IT quality. Why? Because the desk is efficiently solving issues that shouldn’t exist in the first place. #SQCI metric

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IT QUALITY INDEX @itQualityIndex

2 months ago

Many IT departments still miss one key perspective: understanding their position through innovation contribution. The Innovation Quality Index (from IT Quality Index 2026 Edition) enables fast assessment - and sharper decisions on IT’s future role. #INQI #itQuality