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ITIL Dissertation Questionnaire

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Hello:

You are invited to participate in my survey "An Evaluation of ITIL Implementation in the UK Public Sector". In this survey, approximately 20 people will be asked to complete a survey that asks questions about ITIL Implementation, Change Processes and Corporate Culture. It will take approximately 5 to 10 minutes to complete the questionnaire. You will be asked a maximum of 14 questions (depending on answers given)

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Ken by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

Which of the following best describes your Organisation?

UK Public Sector - FE

UK Public Sector - HE

UK Public Sector - Other

Non UK Public Sector

UK - Private Sector

Non UK Private Sector

Have you implemented (or planning to implement) some (or all) of the ITIL Processes?

Implemented

Planning

Considering

No Intention

Which Processes have you implemented?

	Implemented	Planning	Considering	No Intention
Service Desk	Implemented	Planning	Considering	No Intention

Incident Management	Implemented	Planning	Considering	No Intention

Problem Management	Implemented	Planning	Considering	No Intention

Change Management	Implemented	Planning	Considering	No Intention

Release Management	Implemented	Planning	Considering	No Intention

Service Level Management	Implemented	Planning	Considering	No Intention

Availability Management	Implemented	Planning	Considering	No Intention

Capacity Management	Implemented	Planning	Considering	No Intention

Financial Management	Implemented	Planning	Considering	No Intention

When did you implement an ITIL based Change Management Process?

Not yet implemented

Before Problem Manangement

With Problem Management

After Problem Management

No intention

How would you rate your services since implementing ITIL?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better
Quality	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Efficiency	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Proactive Management	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Unplanned Outage	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Customer Satisfaction	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Call Reduction	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Cost of Operation	Much Worse	Slightly Worse	No Difference	Slighty Better	Much Better

Is / was your Organisational Culture receptive to these (ITIL) changes?

Yes before ITIL - No after Implementation

Yes before ITIL - Yes after Implementation

No before ITIL - Yes after Implementation

No before ITIL - No after Implementation

Did you have an existing Change Methodology (Prior to implementing ITIL)?

Yes

What is / was your initiator for ITIL implementation?

Restructure

Advancement of existing Quality Improvements

Adoption of Best Practice

New Management

Other

Do you have an established methodology for Change currently?

Yes

What model did/do you use for change?

Top Down

Transformational

Strategic Approach

Other

How would you rate your organisation as far as IT Service Maturity (ITIL or other IT Service Management Framework)?

Initial

Repeatable

Defined

Managed

Optimising

Which Culture Type best describes your Organisation? (Please choose closest match)

Role Culture

Task Culture

Power Culture

Please choose one or more of the following which may describe, fits with, influences or is important to your Organisation's Culture (or feelings within the Organisation):

History and Tradition

Social Interaction

Commitment to Goals and Vision

Working for the good of the team or organisation (Rather than the individual)

Working for the good of the individual (Rather than the team or organisation)

Reward

Blame

Change is Good

Change is Bad

Recognition of Individual Performance

Recognition of Teamwork

Collaboration

Isolation

Adaptability

Transparancy

Problem Avoidance

Problem Solving

Survey Complete!

Please leave any comments or suggestions either on this questionnaire or that may help my research.

If you wish to receive information about my dissertation or the results of this survey, please leave a comment and your email address here.

Many Thanks for your time
Ken.

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