QuestionPro Feature Survey (A) - COPIED [rfrysyyei

Preview this template

You are invited to participate in my survey "Investigate if SAIC Ltd can increase their effectiveness through the use of the ITIL Service Delivery Framework". In this survey, approximately 20 people will be asked to complete a survey that asks questions about ITIL Service Delivery and its current implementation within SAIC Ltd. It will take approximately 10 minutes to complete the questionnaire.

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. However, it is very important for me 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 myself (David Purdue) on 01355 84 5045 or [email protected].

Thank you very much for your time and support. You can start by clicking on the Next button below.

Q1.1: Which of the following best describes your role within SAIC Ltd?

Service Delivery Manager

Senior Service Delivery Manager

Programme Manager

Operations Manager

Incident Manager

Other (Optional)

Q1.2: How long have you used ITIL Service Delivery?

Less than one month

1 to 6 months

6 months to a year

1 to 3 years

Over 3 years

Other (Optional)

Q1.3: How often do you use ITIL Service Delivery?

Daily

Once/week or more

2 to 3 times a month

Once a month

Every 2-3 months

2-3 times a year

Other (Optional)

Q1.4: Overall, how satisfied are you, with ITIL Service Delivery?

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q1.5: Overall, how critical is ITIL Service Delivery to achieving your goals?

Very Critical

Somewhat critical

Not so critical

Not at all critical

Likert Scale Question.

Section 2: Service Level Management

Q2.1: Management

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Awareness of the Benefits of Service Level Management in the organisation	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Quality of data to base and measure Service Levels	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Definition of Roles and Responsibilities of Stakeholders and Service Level Owners	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Value of regular review of SLA's with Customer	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanism to alter/negotiate Service Levels	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 2: Service Level Management

Q2.2: Process Capability

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Definition of the Catalogue of Services and Criticality	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to update Catalogue of Services and Criticality	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Service Improvement Process	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

OLA's which underpin the SLA's	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanisms for Reviewing Trends	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 2: Service Level Management

Q2.3: Quality Control

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Staff training in Service Level Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Service Level Reporting	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Products used to support SLM	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of SLM's relationship with other ITIL Service Management areas	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Customer Feedback and Satisfaction	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 2: Service Level Management

Q2.4: How would you rate the overall effectivenss of Service Level Management since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Communication Updates	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Dealing with Enquiries	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Service Reports	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Incident Reports	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Meeting SLA's	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 3: Financial Management for IT Services

Q3.1: Management

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Awareness of the Benefits of Financial Management in the Organisation	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Quality of data to deliver Pricing Policies	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Definition of Roles and Responsibilities of Stakeholders and Budget Holders	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Value of regular review of Forecast vs Actual	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanism to alter Financial Targets	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 3: Financial Management for IT Services

Q3.2: Process Capability

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Definition of the IT Financial Procedures	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to Report on Actual vs Budgets	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process for Capturing Incurred Costs	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Defined Process for Managing Service Costs	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanisms for Reviewing Trends	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 3: Financial Management for IT Services

Q3.3: Quality Control

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Staff training in Financial Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Financial Reporting	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Products used to support FM	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of FM's relationship with other ITIL Service Management areas	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Financial Audits	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 3: Financial Management for IT Services

Q3.4: How would you rate the overall effectiveness of Financial Management for IT Services since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Ability to Identify how IT adds Value to the Customers Business	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Use of Resources	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Ability to Identify the Actual cost of Services and their Provision	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Ability to Provide Accurate Financial information to assist in Decision Making	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

The Control and Management of the IT Budget	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 4: Capacity Management

Q4.1: Management

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Awareness of the Benefits of Capacity Management in the organisation	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Quality of data to base and measure Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Definition of Roles and Responsibilities of Stakeholders and Owners	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Value of regular review of Capacity Management Status	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanism to measure Service Performance Levels	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 4: Capacity Management

Q4.2: Process Capability

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Definition of Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to Report on Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to add new scope to Capacity Management Plan	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Defined Process for Managing Capacity	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanisms for Reviewing Trends	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 4: Capacity Management

Q4.3: Quality Control

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Staff training in Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Capacity Management Plan	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Products used to support Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of CM's relationship with other ITIL Service Management areas	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Capacity Management Audit	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 4: Capacity Management

Q4.4: How would you rate the overall effectiveness of Capacity Management since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Accuracy of Capacity Forecasts	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Capacity Reporting	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of Current and Future Technologies	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Ability to Demonstrate Cost Effectiveness	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Ability to Implement appropriate IT Capacity to match Business Needs	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 5: IT Service Continuity Management

Q5.1: Management

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Awareness of the Benefits of IT Service Continuity Management in the organisation	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Quality of data to base and measure IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Definition of Roles and Responsibilities of Stakeholders and Owners	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Value of regular review of IT Service Continuity Management with Customer	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanism to alter IT Service Continuity Targets	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 5: IT Service Continuity Management

Q5.2: Process Capability

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Definition of IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to Report on IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to add new scope to IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Defined Process for Managing IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanisms for Reviewing IT Service Continuity Management Trends	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 5: IT Service Continuity Management

Q5.3: Quality Contrrol

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Staff training in IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

IT Service Continuity Management Plan	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Products used to support IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of IT Service Continuity Management's relationship with other ITIL Service Management areas	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

IT Service Continuity Management Audit	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 5: IT Service Continuity Management

Q5.4: How would you rate the overall effectiveness of IT Service Continuity Management since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
DR Plans	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

DR Contracts	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Risk Analysis	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Roles and Responsibilities known	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Regular Tests and Reviews held	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 6: Availability Management

Q6.1: Management

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Awareness of the Benefits of Availability Management in the Organisation	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Quality of data to base and measure Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Definition of Roles and Responsibilities of Stakeholders and Owners	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Value of regular review of Availability Management with Customer	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanism to measure Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 6: Availability Management

Q6.2: Process Capability

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Definition of Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to update Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Process to add new scope to Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Defined Process for Managing Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Mechanisms for Reviewing Availability Management Trends	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 6: Availability Management

Q6.3: Quality Control

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Staff training in Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Availability Management Plan	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Products used to support Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Understanding of Availability Management's relationship with other ITIL Service Management areas	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Availability Management Audit	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Likert Scale Question.

Section 6: Availability Management

Q6.4: How would you rate the overall effectiveness of IT Service Continuity Management since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Availability Plans	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Availability Reports	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Availability Design Criteria	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Perceived Reliability	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

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

Likert Scale Question.

Q7.1: How would you rate the overall effectiveness of IT services since implementing ITIL Service Delivery?

Please rate each of the following:

	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better
Service Level Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Financial Management for IT Services	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Capacity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

IT Service Continuity Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Availability Management	Much Worse	Slightly Worse	No Difference	Slightly Better	Much Better

Survey Conclusion

use this free template

QuestionPro Feature Survey (A) - COPIED [rfrysyyei

Related templates and questionnaires

QuestionPro in your language

Awards & certificates

The Experience Journal