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?
Q1.2: How long have you used ITIL Service Delivery?
Q1.3: How often do you use ITIL Service Delivery?
Q1.4: Overall, how satisfied are you, with ITIL Service Delivery?
Q1.5: Overall, how critical is ITIL Service Delivery to achieving your goals?
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
Quality of data to base and measure Service Levels
Definition of Roles and Responsibilities of Stakeholders and Service Level Owners
Value of regular review of SLA's with Customer
Mechanism to alter/negotiate Service Levels
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
Process to update Catalogue of Services and Criticality
Service Improvement Process
OLA's which underpin the SLA's
Mechanisms for Reviewing Trends
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
Service Level Reporting
Products used to support SLM
Understanding of SLM's relationship with other ITIL Service Management areas
Customer Feedback and Satisfaction
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
Dealing with Enquiries
Service Reports
Incident Reports
Meeting SLA's
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
Quality of data to deliver Pricing Policies
Definition of Roles and Responsibilities of Stakeholders and Budget Holders
Value of regular review of Forecast vs Actual
Mechanism to alter Financial Targets
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
Process to Report on Actual vs Budgets
Process for Capturing Incurred Costs
Defined Process for Managing Service Costs
Mechanisms for Reviewing Trends
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
Financial Reporting
Products used to support FM
Understanding of FM's relationship with other ITIL Service Management areas
Financial Audits
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
Use of Resources
Ability to Identify the Actual cost of Services and their Provision
Ability to Provide Accurate Financial information to assist in Decision Making
The Control and Management of the IT Budget
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
Quality of data to base and measure Capacity Management
Definition of Roles and Responsibilities of Stakeholders and Owners
Value of regular review of Capacity Management Status
Mechanism to measure Service Performance Levels
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
Process to Report on Capacity Management
Process to add new scope to Capacity Management Plan
Defined Process for Managing Capacity
Mechanisms for Reviewing Trends
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
Capacity Management Plan
Products used to support Capacity Management
Understanding of CM's relationship with other ITIL Service Management areas
Capacity Management Audit
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
Capacity Reporting
Understanding of Current and Future Technologies
Ability to Demonstrate Cost Effectiveness
Ability to Implement appropriate IT Capacity to match Business Needs
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
Quality of data to base and measure IT Service Continuity Management
Definition of Roles and Responsibilities of Stakeholders and Owners
Value of regular review of IT Service Continuity Management with Customer
Mechanism to alter IT Service Continuity Targets
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
Process to Report on IT Service Continuity Management
Process to add new scope to IT Service Continuity Management
Defined Process for Managing IT Service Continuity Management
Mechanisms for Reviewing IT Service Continuity Management Trends
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
IT Service Continuity Management Plan
Products used to support IT Service Continuity Management
Understanding of IT Service Continuity Management's relationship with other ITIL Service Management areas
IT Service Continuity Management Audit
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
DR Contracts
Risk Analysis
Roles and Responsibilities known
Regular Tests and Reviews held
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
Quality of data to base and measure Availability Management
Definition of Roles and Responsibilities of Stakeholders and Owners
Value of regular review of Availability Management with Customer
Mechanism to measure Availability Management
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
Process to update Availability Management
Process to add new scope to Availability Management
Defined Process for Managing Availability Management
Mechanisms for Reviewing Availability Management Trends
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
Availability Management Plan
Products used to support Availability Management
Understanding of Availability Management's relationship with other ITIL Service Management areas
Availability Management Audit
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
Availability Reports
Availability Design Criteria
Perceived Reliability
Customer Satisfaction Results
Likert Scale Question.
Q7.1: How would you rate the overall effectiveness of IT services since implementing ITIL Service Delivery?
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