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Survey Form
THANK YOU for participating in this survey. The OBJECTIVE of the survey is to help us better understand certain aspects of our IT operations. Subsequent to this survey will be an ANALYSIS of our current IT delivery system to help us identify OPPORTUNITIES FOR IMPROVEMENT and some BEST PRACTICES that we can leverage on. The opinions and perspectives that you are about to share will be treated with utmost appreciation and CONFIDENTIALITY.
Instructions:
Please fill-out all 30 survey questions.
Name (optional)
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First
Last
Email (optional)
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Indicates required field
Which TEAM do you belong to?
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How long have you been with our organization?
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Less than 1 year
Between 1-3 years
More than 3 years
1. Which do you think BEST describes the NATURE of our IT operations?
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We manage the IT Infrastructure
We deliver IT Services
We deploy IT Applications
2. How would you FOREMOST characterize our IT operations?
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Service Oriented
Technology Centric
3. Do you consider our organization as being SERVICE ORIENTED?
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Definitely Yes. We are truly a Service Oriented organization
Yes. We are Service Oriented for most parts of our operations
Not quite. Our organization is more Technology Centric
No. Our organization is purely Technology Centric
4. Which aspect of our IT operations do you believe we are STRONGEST at?
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Our processes and practices
The technology we use
Our people and their skills
5. Which aspect of our IT operations do you believe we should focus on IMPROVING?
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Our process and practices
The technology we use
Our people and their skills
6. Do you think our organization has the PROCESSES in place needed to effectively support our operations?
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Yes
No
7. Do you think our IT infrastructure has the appropriate TECHNOLOGY to effectively support our operations?
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Yes
No
8. Do you think our people has the needed SKILLS to effectively support our operations?
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Yes
No
9. Do you think that we have right COMBINATION of People, Processes and Technology to effectively manage our IT operations?
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Yes
No
10. What aspect of our day-to-day operations do you APPRECIATE the MOST?
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11. What area of our operations do you think requires IMMEDIATE ATTENTION?
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12. How willingly would you support an INITIATIVE that would help IMPROVE our operational CAPABILITY?
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Very willing - I will will volunteer to support such initiative and encourage others
Willing enough - I will support such initiative when asked to
Not willing enough - I will be hesitant to support such initiative even when asked to
Not totally willing - I will not support such initiative and discourage others
13. Do you believe our organization effectively delivers business VALUE to our customers (e.g. stores)?
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Yes
No
Not sure what we mean by 'value'
14. How WELL do you think our organization EFFECTIVELY delivers business VALUE to our customers (e.g. stores)?
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Superbly well
Very well
Well enough
Not well enough
Not well at all
15. Do you know HOW our organization delivers VALUE to our customers (e.g. stores)?
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Yes, definitely
No, I don't fully understand how
I have some idea how
16. Are you aware of how your ROLE contributes in delivering value to our customers (e.g. stores)?
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Yes
No
Not sure
17. Are you familiar with the concept and practice of IT SERVICE MANAGEMENT?
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Yes
No
18. Which BEST PRACTICE FRAMEWORK in IT Service Management are you familiar with? Choose all that apply.
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CMMi
ITIL
COBIT
ISO 20000
None of the above
19. Do you think that there is a NEED for our organization to ADOPT best-practice frameworks in IT service management?
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Yes, definitely
No, there's no value
Perhaps there is some benefit to it
20. Which among the following IT service SUPPORT PROCESSES are you familiar with? Choose all that apply.
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Incident Management
Problem Management
Change Management
Configuration Management
Release Management
None of the above
21. Which among the following IT service DELIVERY PROCESSES are you familiar with? Choose all that apply.
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Capacity Management
Availability Management
Continuity Management
Financial Management
Service Level Management
None of the above
22. Do you UNDERSTAND how our IT operational processes are LINKED together
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Yes
No
I have some idea
23. How INTEGRATED do you think our IT operational processes are?
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Our processes are fully integrated and works cohesively
Most processes are integrated
Only some processes are linked together
Our processes are generally operated in isolation
24. Do you think there is value in MEASURING, ANALYZING and REPORTING our PROCESS PERFORMANCE?
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Yes. It will surely provide significant value
No. It will not provide any value
Perhaps. There is some benefit to be derived from it
25. Do you think it is worthwhile to have our IT service delivery PROCESSES fully DOCUMENTED?
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Yes. Our processes must be fully documented
No. Documenting our processes is not necessary
Perhaps. There is some benefit in documenting our processes
26. How well do you think we are ANALYSING and MANAGING the RISKS related to IT operations (e.g.projects and deployments)?
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We analyze risks effectively and manage risks very well
We are analyzing and managing risks well enough
We are not analyzing and managing risks well enough
We don't analyze or manage risks at all
I'm not sure that we practice risk analysis and risk management
27. How CAPABLE do you think our organization is in MEETING our COMMITMENTS to our CUSTOMERS?
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Very capable
Capable enough
Not capable enough
Not capable at all
Not sure. I'm not aware of what our customer commitments are
28. How CAPABLE to you think our organization is in MEETING our organizational OBJECTIVES?
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Very capable
Capable enough
Not capable enough
Not capable at all
Not sure. I'm not aware of our organizational goals
29. WHEN do you anticipate that our IT service delivery CAPABILITY will IMPROVE significantly?
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In the next 3 months
In the next 6 months
In the next 12 months
In the next 24 months
Never. I don't expect any improvements will happen
30. How soon would YOU LIKE to see significant IMPROVEMENTS in our IT service delivery CAPABILITY?
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In the next 3 months
In the next 6 months
In the next 12 months
In the next 24 months
Never. I am not open to any improvements or changes
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