ITIL : ITIL General Survey Using the following scale please select what….

ITILITIL : ITIL General Survey Using the following scale please select what….

ITIL General Survey — Using the following scale, please select what your own personal level of knowledge is with regard to the processes defined within the ITIL Framework.

Not familiar at all Basic conceptual understanding of ITIL Good knowledge on some processes Familiar across all process areas Expert level of knowledge Is there specific activity underway in your organization regarding the implementation of process activity as defined within ITIL? Yes Please indicate the process(es) area/s No Please make a selection from the following list Currently investigating Have finished Looking for certification Other General information (A) Completeness Completeness refers to whether ITIL contains all information required to meet user requirements.

Once the user requirements are not accurate or incomplete, the results will not be complete or satisfactory.

6 From a scale of 1 to 5, how do you rate the relevance of ITIL for your organisation? ??????????????????? Not relevant at all Very relevant 7 From a scale of 1 to 5, how suitable is ITIL for the purposes of your project in IT Service Management? ??????????????????? Not suitable at all Very suitable 8 From a scale of 1 to 5, how well does ITIL cover the components of IT Service Management? ??????????????????? Not at all Very well 9 From a scale of 1 to 5, to what extent does ITIL include contents that are NOT relevant for your purposes? ??????????????????? To a large extent Not at all (B) Correctness Correctness refers to the conformity of ITIL to the domain in which it is applied.

10 From a scale of 1 to 5, how well does ITIL reflect perceived best practices in IT Service Management? ?????????????? Not at all Very much 11 Are there any redundancies within ITIL that you are aware of? Yes Pls specify :_______________________________________________________ ________________________________________________________________ No 12 Are there any inconsistencies within ITIL that you are aware of? Yes Pls specify :_______________________________________________________ ________________________________________________________________ No (C) Understandability Before starting on this section, please select your respective role as: End user Manager Consultant IT Provider or Others, please specify___________________________________________ Understandability refers to the level of ease with which ITIL can be understood by different stakeholders within the organisation.

13 From a scale of 1 to 5, how do you rate the understandability of ITIL? ??????????????? Very intuitive (D) Integrity Integrity refers to the extent to which business rules, which apply to the organisation are enforced by ITIL.

14 From a scale of 1 to 5, to what extent does ITIL correspond to your business rules? ???????????????? 15 From a scale of 1 to 5, how much does ITIL contribute to the improvement of your business processes in IT Service Management? ?????????????? Not at all Significantly (E) Integration Integration relates to the level of consistency of ITIL with the organisation.

16 In your opinion, how easy is it to integrate ITIL into your existing business context from a scale of 1 to 5? ?????????????? Very difficult Very easy 17 From your understanding, how do you rate the level of consistency of ITIL with your organisation from a scale of 1 to 5? ?????????????? Very poor Very good (F) Implementability Implementability refers to the ease with which ITIL can be implemented within the time, budget and technology constraints of a project.

18 From a scale of 1 to 5, how do you rate the technical implementability of ITIL, e.g.

does it require specific IT equipment or software to implement? ?????????????? 19 In your case, do/did you change ITIL to fit into your organisation or do/did you change your organisation to fit ITIL? We changed ITIL to fit our organisation Why?______________________________________________________________________________________________________________________________________________________________________________________________________________________ We changed our organisation to fit ITIL Why?______________________________________________________________________________________________________________________________________________________________________________________________________________________ (G) Flexibility Flexibility relates to the ease with which ITIL can cope with business change.

20 From a scale of 1 to 5, how do you rate ITIL’s ability to handle changes in your business? ??????????????? 21 From a scale of 1 to 5, how easy is it to extend ITIL? ?????????????? Very difficult Very easy 22 From a scale of 1 to 5, how do you rate the requirements related to the maintenance of ITIL? ??????????????????? Very cost intensive Very cost effective (H) Simplicity Simplicity refers to the degree of ease with which ITIL can deliver better understanding, flexibility and easy implementation when it comes to IT Service Management.

23 From a scale of 1 to 5, how efficient is ITIL in providing the best solutions with the least amount of necessary steps? ?????????????????? Not efficient Very efficient 24 From a scale of 1 to 5, how simple do you find using ITIL? ????????????????? Very difficult Very simple (I) Overall Evaluation 25 What do you perceive as the success factors of applying ITIL? _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________ 26 What do you perceive as the major issues of ITIL? _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________________________________________________________________ 27 Overall, how do you rate the quality of ITIL? ? ?????????????? Very Poor Very High 28 Any other comments: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Survey Quality of ITIL Reference Model page PAGE 6/8 Very difficult to understand Does not reflect our business rules at all Reflects completely our current business rules ITIL cannot handle changes ITIL handles changes very well Difficult to implement Easy to implement

Read more about ITIL:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL - Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL and Accredited ITIL Foundation, Intermediate and Expert Certifications
ITIL - Accredited ITIL Foundation, Intermediate and Expert Certifications

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