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Generic 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.
Competence area: e-CF area D. Enable
Proficiency levels:
| e-CF level | Description | Profiles (CWA16458) |
|---|---|---|
| 4 | Exploits wide ranging specialist knowledge to leverage and authorise the application of external standards and best practices. | Quality assurance manager |
| 5 | Provides strategic leadership to embed ICT quality (i.e. metrics and continuous improvement) into the culture of the organisation. | Quality assurance manager |
Knowledge examples (Knows /aware of/ Familiar with:)
- K1 the major information technology industry frameworks - COBIT, ITIL, CMMI, ISO - and their implications for corporate ICT governance
- K2 the information strategy of the organisation
- K3 the different service models (SaaS, PaaS, IaaS) and operational translations (i.e. Cloud Computing)
Skill examples (Able to:)
- S1 define an ICT quality policy to meet the organisation's standards of performance and customer satisfaction objectives
- S2 identify quality metrics to be used
- S3 apply relevant standards and best practices to maintain information quality
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