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  2. 2010
  3. May
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  5. ITIL Implementation
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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
Incident Management
Problem Management
Change Management
Release Management
Service Level Management
Availability Management
Capacity Management
Financial Management
 
 
 
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
Efficiency
Proactive Management
Unplanned Outage
Customer Satisfaction
Call Reduction
Cost of Operation
 
 
 
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
 
No
 
 
 

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
 
No
 
 
 
Top Down - Orchestrated from top

Transformational - Leader(s) inspire vision. Influence values and priorities to drive change

Strategic Approach - Develop Urgency, Define Strategy and Vision, Communicate, Empower, Generate quick wins, continue change, build into culture

Other - Please specify

What model did/do you use for change? *
 
Top Down
 
Transformational
 
Strategic Approach
 
Other
 
Other
 
 
 
 

Initial (Technology Focus) - Ad Hoc Processes

Repeatable (Product/Service Focus) - Config Management,Service Desk, Incident Management, Quality Assurance

Defined (Customer Focus) - Problem Management, Resource Management, Training Plans, Services Defined,Processes Defined and Documented

Managed (Business Focus) - Service Level Management, Financial Management

Optimising (Value Chain) - Quality Management, Problem Prevention, Full Change Management


Definitions based on IT Service Capability Maturity Model - http://www.itservicecmm.org/doc/itscmm-1.0rc1.pdf


How would you rate your organisation as far as IT Service Maturity (ITIL or other IT Service Management Framework)? *
 
Initial
 
Repeatable
 
Defined
 
Managed
 
Optimising
 
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