Analytical understanding: because rarely is a continuous ideal situation for all IT services, so performance deficits exist, it requires high skills in root-cause analysis. Given the often extensive and interrelated factors, a very demanding challenge that is difficult to manage without a trained eye hides often. A such analytical understanding while actually belongs to the basic virtues of competence-strong staff, overlooking the IT quality alignment but higher demands that are made. Also: The analytical skills are seldom systematically trained, here is thus usually still a significant backlog. Thinking in the dimension of the optimization measures: by comparing the results of the analyses with the required quality profile IT managers get a specific indication. What risk potentials are located in each of the areas. Optimization measures planned specific instructions for separately to be given such gap analysis. Such continuous improvement processes (CIP) are essential to ensure a sustainable level of quality.
You should however not only reactive are used, for example, in response to repeated errors, but should represent a consciousness dimension of employees. In the sense that a high sensitivity is developed for optimization possibilities, even if it is not yet come to concrete problems. Ability to take on the role as IT-quality-Pate: operationally demanding working conditions in the IT service management often produce situations in which the functional aspect to the qualitative aspect will receive preference. This means: time pressure and other conditions cause a problem at all once is eliminated in a process failure in business or other consequences as low as possible to keep. The qualitative goodness of this problem solution is sometimes secondary, at least is often not at the same time qualitative optimum searched. “According to the principle of not unknown in practice: main thing it works.” A principle of such behaviour, even if it is due to certain conditions, opposite but a quality strategy, because such solutions remain fragile. In this respect it should include training the basic direction, to form a quality-related self-concept among employees and to give at the same time specific standards on the hand. In addition it is useful to develop the role of the IT quality godparents so in everyday operational quality pulses are continuously from the circle of employees out.
Excellent communication quality: due to the often complex conditions of success of IT services isolated looking is not sufficient often, to the possibilities of a quality optimization of IT processes to detect. Rather, mostly of their own activity and responsibility must be exceeded for other factors are recognized. In this respect, may have different units of the IT organizations are included. Therefore requires intensive communication about the own scope. She is also now have often been established, but requires an even more intense exchange with dedicated quality strategies. Add: not only adequate communication facilities need to be created, but the employees and managers need to actually use them. As a result, it is to train their communication ability and willingness to also.