The Innovation Quality Index (INQI)<\/strong> and Support Quality Composite Indicator (SQCI)<\/strong> are key parts of the added chapters and the expansion of the quality metrics family.<\/p>\n 2017<\/strong> 2019<\/strong> 2022<\/strong> 2026<\/strong> A more tactical metric, the Support Quality Composite Indicator (SQCI)<\/strong>, provides a framework for assessing support quality<\/strong> beyond traditional satisfaction scores. SQCI begins by recognizing the absence of the need for support<\/strong> as a positive outcome<\/strong> (a productivity indicator), then evaluates how large a portion of support interactions were frictionless<\/strong>\u2014not triggering the need for feedback (the concept of Zero Experience<\/strong>). Only as a third attribute<\/strong> is User Satisfaction<\/strong> considered in the composite. Adopting this metric encourages preventive work as a top priority<\/strong>, leading to a reduced overall need for support.<\/p>\n The IT Quality Index<\/strong> continues to iteratively expand<\/strong> its portfolio of qualitative metrics, all sharing the same foundational logic: multidimensionality<\/strong>, a non-linear scale<\/strong>, and the absence of bad as a prerequisite for quality<\/strong>.<\/p>\n While the goal is not to eliminate quantitative metrics and KPIs entirely, balancing qualitative and quantitative metrics<\/strong> represents the path forward in the modernization of IT governance<\/strong>.<\/p>\n IT Quality Index 2026 Edition, ISBN:\u00a09798269810812<\/a><\/strong><\/p>\n
\nVersion History<\/h3>\n
The first edition introduced an innovative approach to defining quality \u2014 distinguishing it from compliance. It established six domains<\/strong> and 48 dimensions<\/strong> of IT quality, a non-linear scale<\/strong>, an efficient assessment process<\/strong>, and a predefined set of outputs<\/strong> to ensure consistency and enable statistical benchmarking.<\/p>\n
This edition introduced a predefined IT Quality Management System (IT QMS)<\/strong>, including the concept of negative improvement<\/strong> at the component level to enable systemic quality optimization. Unlike continual improvement approaches, the IT QMS supports intentional quality degradation<\/strong> when necessary \u2014 for example, as a result of reduced available resources.<\/p>\n
A minor update added new qualitative metrics such as the Knowledge Worker Quality Index<\/strong>, Collaboration Experience<\/strong>, and Collaboration Quality<\/strong>.<\/p>\n
The upcoming 2026 edition represents a significant expansion, centered around measuring IT innovativeness<\/strong> by evaluating 24 innovation-related dimensions<\/strong>, resulting in a single figure \u2014 the Innovation Quality Index (INQI)<\/strong>. INQI serves as a strategic metric<\/strong> for positioning IT as a key contributor to organization-wide innovation. This helps CIOs elevate the perception of IT as a critical innovation asset<\/strong>, especially in organizations that lack a dedicated Research and Development function.<\/p>\n
\nSummary<\/h3>\n
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