IT Quality Expert

Target group: For IT managers with the course being focused for IT quality, team leaders, IT quality managers and CIOs. This course is targeted to individuals aiming to become Certified IT Quality Experts (CITQE – internal use) or Accredited IT Quality Expert (AITQE – commercial use, consultants). This course is mandatory as part of the licensing process for gaining Accredited IT Quality Expert certification. This accreditation is required for consultants from companies who intend to become an Accredited IT Quality Index consulting partner – AITQP.

Prerequisites: no pre-requisites, recommended ITIL® intermediate certificate or ITIL® Expert or any of ITIL® 4 courses. Course is targeted to experienced IT managers or senior IT management consultants.

Course learning objectives: This qualification represents an expert level of knowledge in the IT Quality Index framework and the concept of quantifying the quality of IT into a management focused form. The course participants will gain expert knowledge of the 48 quality dimensions, how to assess actual and target levels along with how to identify the areas with the greatest improvement potential.  Candidates will learn how to manage quality assessment sessions, how to process the captured information and interpret and communicate the resulting data. Participants will gain knowledge of how to focus the communication with the business on the overall quality of IT rather than only on quantity driven operational performance. Candidates will gain an understanding of the central data processing logic, licensing rules and the way of working within the ITQI community.

SFIA skills: Quality management QUMG, Audit AUDT, Measurement MEAS

Course agenda – Day 1: – Identical to IT Quality Index Foundation

• IT Quality measurement – Motivations of IT quality measurement and metrics
• Previous traditional models used to analyse IT quality, why we need another approach
• Architectural design of a holistic IT quality assessment, cost of measurement
• IT Quality Index – The model, principles & the IT quality definition
• 6 quality domains, 48 dimensions:
  • Business/Customers
  • Human capital
  • Services
  • Processes
  • Tools
  • Appearance
• IT Quality Index assessment – Planning, organisation & assessment method
• Analysis & processing
• Interpreting results, creating a management summary and visual outputs & results presentations
• Value to the business

 Day 2:

• Managing an assessment session – Who/What/How
• Identification of outliers and verification of measured data
• Data processing logic, benchmarking, visual outputs
• Processing the outputs & presenting to stakeholders
• Value proposition and IT QMS
• Online certification exam “Certified IT Quality Expert” CITQE