Journal

Knowledge era means drift to qualitative management. Instead of extensive metrics measuring volumes, time, tickets, costs, complex knowledge work is demanding different approach. Examples of qualitative metrics: IT Quality Index – overall IT Quality Collaboration Experience CLX and Collaboration Quality CLQ Knowledge Worker Quality Index  KWQI team quality TQI Qualitative management means less frequent analysis, […]

New edition IT Quality Index 2022 Edition published New chapters: Managing Knowledge Worker Quality as a different domain than quantitative management New composite qualitative metrics : Collaboration Quality CLQ a Knowledge Worker Quality Index KWQI IT Quality trainings schema extended Mapping to SFIA V8 skills taxonomy Key parts with minor changes: Theory of IT Quality […]

Future of work series: Managing Knowledge Worker Quality Course and associated workshop will equip managers and leaders with the required knowledge to be successful in the management of knowledge workers and creating teams of achievers in the modern era. Course length:  2 days including certification exam Overview: This course covers the management of new and emerging […]

Peter Drucker about knowledge worker: “It demands that we impose the responsibility for their productivity on the individual knowledge workers themselves. Knowledge Workers have to manage themselves. They have to have autonomy.” Existence of knowledge worker remained unrecognized in most management models, including ITSM, Agile, DevOps, as the governing ideas was the industrial era thinking […]

Should digital transformation happen outside IT? Since the early 1990s internal IT departments have been adopting new technologies to digitize existing business processes. IT management started to evolve using a process focus, where consistency and efficiency meant fast incident resolution. Later, IT moved on and elevated its capabilities to provide business services, the focus was […]