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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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Building Operational Excellence: IT People and Process Best Practices

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Quality Assurance

This process aims to establish, support, and enforce corporate quality standards associated with every process in the company. It is deeply involved with acceptance testing, and it performs audits of applications, infrastructure, and life-cycle procedures. It also tracks trending of tolerance levels for operations.


Tasks	Skills
Evaluate company processes for efficiency, practicability, and so on Improve IT processes Support IT people in each process Evaluate workloads for production readiness Ensure appropriate testing/documentation prior to production release Define quality-assurance processes for testing Assess completeness of testing (both logic testing and the appropriateness of the test bed)	Expertise in using: – Simulation tools – Quality-assurance tools – Life-cycle tools and processes – Trending tools Understanding of application system flow, including all aspects of input, output, and cross-application dependencies Familiarity with all corporate standards for quality assurance Development of new quality assurance standards for "new age" workloads
Staffing	Automation Technology
Controller QA specialist Production coordinator LOB liaison	QA tools
Best Practices	Metrics
Use of interactive tools that enable customers to participate directly in quality-assurance efforts Periodic reporting and enforcement of level of compliance Use of quality-assessment information to improve performance of application and infrastructure teams	Cost of quality (and non-quality) Customer satisfaction Number of failed processes Percent of jobs adhering to quality-assurance policies/standards Number of defects in applications that were compliant with quality- assurance principles Number of emergency quality-assurance review processes Average time to respond to new requests Number of jobs and processes per analyst
Process Integration	Futures
All processes	QA integrated across all centers of excellence Automated tools for risk/complexity analysis Defect discovery

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