IT Quality Management in the Public Sector

Course Overview:

Structured IT Quality Management System needs to be introduced in all IT departments as self-improvement is the only way to commit to proactive IT management rather than reactive focused on incidents, problems and requests. The new role of IT quality manager providing answers to all questions put in the beginning is needed. IT QMS with visual support, the right tool for tracking improvements in IT Quality Index structure, right organization design needs to be introduced.

This training course will help leaders face the challenge of fusing technology with business to ensure that customer interaction is the best it can be in terms of experience and commercial revenue outcomes. It will assess the quality framework, practicality, and suitability for quality controls within the enterprise, whilst guiding practitioners on models and best management practices

Course Objectives:

At the end of this course, the participants will be able to:

Define quality principles in systems development, to enhance user and client interaction and experience
Understand international frameworks and quality principles
Identify, design and implement objective quality controls within an enterprise
Understand current and future trends within IT Quality Management
Appreciate the risk of stakeholders, clients and third-party vendors in a commercial enterprise to maintain IT Quality

Course Coverage:

Topic 1: Overview - Quality Management:

Quality Management Overview
Information Technology Evolution
Applying Quality Management to IT Development
Identifying Characteristics and Requirements of the Customer and User
Choosing Quality Management and Key Performance Indicators

Topic 2: The Human Element:

Key factors to identify human and social needs required with technology interaction
How to set the strategic design for success
Identifying what experiences the customer desires when they don't often know themselves
Models and Approaches for Human-Computer Interaction

Topic 3: International Standards and Quality Management Principles:

ISO/IEC 9000 - Quality Management
Management Principles and IT Quality/Service Requirements
How to Engage the Customer Focus during design (JAD, Agile, SSADM)
How to Implement IT Leadership as a Management Principle
How to Engage All Stakeholders in the Quality Process

Topic 4: Building on Quality Management Principles:

How to implement Quality in IT Processes, Practices and Procedures
Understanding System Approach, Dependencies and Quality Outcomes
How to define Continual Improvement in IT Quality Management
Assuring Clear Analytical Information and measurable results for Quality Outcomes in IT
Ensuring Quality Principles with Stakeholders and Third-Party Vendors

Topic 5: Ensuring IT Quality Management and Measuring Success:

How to Establish Key Performance Indicators
Objectivities and Subjectivities in Analytical Outcomes
Driving Revenue and Executive Stakeholder Reporting
Best Practice Management in Adopting and Implementing IT Quality Management
Continual Process Improvement
The Future Trends in IT Quality Management

Targeted Groups:

Technology Engineers, Chief Technology Officer (CTO) and Chief Information Officer (CIO)
Enterprise Architect Team Members
Design and Human-Computer Interaction Specialists
Business Analysts and Project Management Professionals
Audit Compliance and Quality Personnel