Description
Defines, improves and refines a formal strategy to satisfy customer expectations and improve business performance (balance between cost and risks).
Identifies critical processes influencing service delivery and product performance for definition in the ICT quality management system.
Uses defined standards to formulate objectives for service management, product and process quality. Identifies ICT quality management accountability.
Levels
Level 4
Exploits wide ranging specialist knowledge to leverage and authorise the application of external standards and best practices.
Level 5
Provides strategic leadership to embed ICT quality (i.e. metrics and continuous improvement) into the culture of the organisation.
Knowledge
The major information technology industry frameworks – COBIT, ITIL, CMMI, ISO – and their implications for corporate ICT governance
The information strategy of the organisation
The different service models (SaaS, PaaS, IaaS) and operational translations (i.e. Cloud Computing)
Skills
Define an ICT quality policy to meet the organisation’s standards of performance and customer satisfaction objectives
Identify quality metrics to be used
Apply relevant standards and best practices to maintain information quality
Functies met D.2. ICT Quality Strategy Development competentie