Empirical observations suggest that executives and IT leaders often have diverging perceptions of the level of IT quality. A/ Business leaders commonly associate IT quality with specific events they remember, such as a significant IT outage, a delayed project, or a failed change that caused negative consequences. B/ IT leaders tend to perceive IT quality […]
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IT Success Is Not Measured by Your Service Desk
For many CIOs and IT managers, the Service Desk has become the most visible—and often the most celebrated—part of the IT department. Large screens display live dashboards, trends look appealing, and empathetic agents go the extra mile to please anyone calling IT support. In the 1990s, when IT as we know it today was becoming […]
AQI and SQCI
AQI, VO₂max, ITQI, SQCI – Composite Quality Indicators The Air Quality Index (AQI) has been added to many weather monitoring and forecasting systems. It helps people grasp, through a single metric, what would otherwise be a set of diverse air-quality indicators that most people do not understand. Today, AQI directly informs decisions—such as whether air […]
IT Quality Index 2026 Edition published
The fourth edition of the IT Quality Index book has been published to further expand the family of IT qualitative metrics, supporting IT leaders in transforming their departments from quantitative measurement to systemic, multidimensional quality. The Innovation Quality Index (INQI) and Support Quality Composite Indicator (SQCI) are key parts of the added chapters and the […]
Innovation Quality Index INQI
Rethinking IT’s Role in Innovation In many organizations, IT is still seen as a reactive service provider—delivering what is requested and prioritizing time-to-market above all else. But in an era defined by AI, digital platforms, and rapid technological change, this logic is no longer sustainable. IT is uniquely positioned to drive technology-enabled innovation and business […]