ITIL Operations Survey

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.

How long have you been with our organization? *

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? *

We manage the IT Infrastructure We deliver IT Services We deploy IT Applications

3. Do you consider our organization as being SERVICE ORIENTED? *

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? *

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? *

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? *

Yes No

7. Do you think our IT infrastructure has the appropriate TECHNOLOGY to effectively support our operations? *

Yes No

9. Do you think that we have right COMBINATION of People, Processes and Technology to effectively manage our IT operations? *

Yes No

12. How willingly would you support an INITIATIVE that would help IMPROVE our operational CAPABILITY? *

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)? *

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)? *

15. Do you know HOW our organization delivers VALUE to our customers (e.g. stores)? *

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)? *

Yes No Not sure

18. Which BEST PRACTICE FRAMEWORK in IT Service Management are you familiar with? Choose all that apply. *

19. Do you think that there is a NEED for our organization to ADOPT best-practice frameworks in IT service management? *

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. *

21. Which among the following IT service DELIVERY PROCESSES are you familiar with? Choose all that apply. *

22. Do you UNDERSTAND how our IT operational processes are LINKED together *

Yes No I have some idea

23. How INTEGRATED do you think our IT operational processes are? *

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? *

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? *

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)? *

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? *

28. How CAPABLE to you think our organization is in MEETING our organizational OBJECTIVES? *

29. WHEN do you anticipate that our IT service delivery CAPABILITY will IMPROVE significantly? *

30. How soon would YOU LIKE to see significant IMPROVEMENTS in our IT service delivery CAPABILITY? *

Survey Form