Welcome to IT IQ®

What's your IT IQ®?

Our unique IT IQ® platform measures and scores IT performance. How does your IT perform?

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Welcome to IT IQ®

We’ve created IT IQ® as a unique benchmarking platform that measures and scores IT performance using the ITIL framework. IT IQ® is part of the First Solution Delivery Methodology (FSDM) which also helps identify your desired business outcomes. Once you have completed this assessment and know your IT IQ® score, the next step in the FSDM is to hold a Service Introduction and help you to create a comprehensive Service Delivery Plan detailing actionable steps to achieve your desired business outcomes.

How to use IT IQ®

This tool is designed to assist in gathering information about IT operations and processes within a business IT environment. Several questions are used to identify the current state of individual IT processes and decide on the desired state for those processes. It also presents guidance and roll up summaries to help with recommendations moving forward. This version includes a section for businesses using the Microsoft O365 Service. This tool leverages best practice process guidance defined in the Microsoft Operations Framework (MOF). MOF presents a full lifecycle view of IT operations, represented by the Service Management Functions (SMF) queried in the pages within this tool. It also leverages the four maturity levels defined in the Infrastructure Optimisation (IO) Model. The IO maturity levels used are Basic, Standardised, Rationalised and Dynamic. A high-level description of the IO maturity levels is detailed below. For more details and help with implementing the Microsoft Operations Framework please refer to our blog on MOF which begin with “What’s your IT IQ®? Meet MOF“.

First Solution Delivery Methodology

IT IQ® provides the strategy, methodology and tools to help a business measure and improve IT performance. Once the IT IQ® survey is complete, the next step is to schedule a Service Introduction session. IT IQ® is meant to be the initial assessment and the first component of the First Solution Delivery Methodology (FSDM) which ensures simple, secure, affordable IT.


How to use the IT IQ® Survey Tool
  1. Familiarise yourself with the desired state descriptions and the questions in this survey. If you don’t have knowledge of MOF, you also need to familiarise yourself with this framework. Refer to this blog article to familiarise yourself with MOF.
  2. Plan the interview(s) with your IT Executive Officer, allow between 2 to 4 hours to complete this process.
  3. Start by discussing the desired state: Discuss with your IT Executive Officer where they would like to be with your IT Operations. It is very important to link IT and business objectives with the desired state rather than simply targeting the highest level.
  4. Identify current state: Use the IT IQ® survey tool and questions to identify the current state during interviews. After the definition of the Desired state using the Desired State page, work through the Plan, Deliver, Operate and Manage pages in the IT IQ® survey tool. If using Microsoft Office 365 within your business, you may wish to work through the O365 page also.
  5. After the current and desired state is known, the Summary and Findings pages serve as input for your bespoke Service Delivery Plan.
IO Levels

The Infrastructure Optimisation Model from Microsoft helps businesses understand and subsequently improve the current state of their IT infrastructure and what that means in terms of cost, security risk, and operational agility. Dramatic cost savings can be realised by moving from an unmanaged environment towards a dynamic environment. Security improves from highly vulnerable in a Basic infrastructure to dynamically proactive in a more mature infrastructure. IT infrastructure management changes from highly manual and reactive to highly automated and proactive. First Solution can provide the technologies, processes, and procedures to help businesses move up through the infrastructure optimisation journey. Processes move from fragmented or non-existent to optimised and repeatable.

A businesses ability to use technology to improve their business agility and deliver business value increases as they move from the Basic state up the continuum toward a Dynamic state, empowering information workers, managers, and supporting new business opportunities. By working with First Solution and using this model as a framework, an enterprise can quickly understand the strategic value and business benefits to the organisation in moving from a “basic” level of maturity (where the IT infrastructure is generally considered a cost centre) towards a more “dynamic” use, where the business value of the IT infrastructure is clearly understood and the IT infrastructure is viewed as a strategic business asset and business enabler.

Following is a description of the IO levels used throughout the IT IQ® survey…


  • Non-existent or unforced, manual and localised IT processes. Overall health of IT is unknown.


  • Processes are centralised and are enforced. More insight in health and costs of IT infrastructures.


  • IT processes are persistent. Organisation is focused on IT services. Business is clearly represented by IT staff.


  • IT is strategic partner of Business. Business is involved in the IT processes. IT is a strategic asset.

Next, we’ll move through each phase and choose one of the following answers from a series of questions…

How to answer the questions
Never 1 Not ever, at no time, not at all, absolutely not
Sometimes 2 At some indefinite or indeterminate point, on some occasions
Frequently 3 Often, many times, at short intervals
Always 4 Every time, on every occasion, without exception, continuously
General Information Page

Fill this out completely and to the best of your ability. Try to gather this information prior to meeting with your IT Executive Officer.

Desired State Page

The current Desired State for all IO areas is set at Standardised by default. Although it may be desirable or stated that the business “wants” to be at the Dynamic level, this may not be reasonable based upon maturity and resource constraints. Consider a more progressive, and incremental approach to service improvement. Also consider that to raise the maturity level will take time, funds, and resources and should align with the business requirements.

Phase Pages

On each Phase/Layer specific page, select the answer based upon the IT Executive Officer’s response to the questions and the comments they might have.

Summary Page

When complete, the Summary page and the Findings page for each Phase/Layer provides the relevant charts on the businesses maturity. These charts will be used in the Executive Report Presentation.

To get the best results, discuss the different phases/layer and SMFs with your IT Executive Officer during the interview. This will help in understanding the business instead of just filling in the answers, and this will give you more background and basis for the final conclusions.