IT Quality metrics are absent in many IT departments
Historically IT was focused on quick resolution of incidents and responsiveness to business demand. This thinking logic is massively reflected in all IT management models where dominant focus is put on reactive and quantitative metrics as incident volumes, MTTR, availability, costs per call, overall IT costs etc.
Quality metrics are absent for two reasons
- Confusion about IT quality definition
- Lack of suitable metrics expressing overall IT quality
This gap can be closed by changing management focus:
- less attention to reactive metrics, many reports and measurements can be simplified or removed completely
- add IT quality metrics expressing overall IT quality where less frequent measurement is needed but more holistic view is provided.
IT Quality Index measurement and related metrics as IT Quality/Costs benchmark (and Quality of knowledge worker) are helping internal IT communicating less “noise metrics” and more “what matters” metrics, understandable also by executives and business leaders.
All metrics shown on below picture are described in IT Quality Index 2019 Edition, ISBN: 9781973818731 and also explained in IT Quality related courses.