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Welcome to the ITIL Self-Assessment Study!

This survey is carried out in the course of an international research cooperation between Copenhagen Business School (Denmark), University of St. Gallen (Switzerland), and Humboldt University of Berlin (Germany) in cooperation with the itSMF.

Goal: This project examines to which extent the use of the IT Infrastructure Library (ITIL) can improve the alignment between IT service providers, i.e. organizational units providing IT services, and internal departments (the business) or external clients, respectively. The study is novel as a special focus is placed on the role of contextual factors (e.g., strategy, firm size, culture) for an adequate ITIL process maturity.

Participants: The survey addresses IT professionals (CIOs, IT managers, as well as knowledgeable consultants) with work experience from at least one organization that uses ITIL.

Results: In this self-assessment study, your information is compared with the ITIL practices of other participating companies. On the final page of this questionnaire a gap analysis will be provided that relates the current (as-is) level of ITIL process maturity to a benchmark level of process maturity based on the contextual factors of your organization. This gap analysis is generated automatically based on comprehensive data from all prior survey participants and provides different graphical visualizations, see examples:

Confidentiality: All responses will be treated with strict confidentiality. In particular, we do not ask for any identifying company information. The results will be analyzed on an aggregate level and used for academic purposes only.

The survey takes 20-30 minutes to complete. It is structured into five sections:

  1. Provider and Client Profile
  2. Contextual Factors
  3. ITIL Process Maturity
  4. Outcome Measures
  5. Demographics

We greatly appreciate your time and effort in completing this questionnaire. In case of any problems please write to support@selfsurvey.org and please also leave your feedback to us after checking your assessment results.

Thank you for your participation!

Dr. Till Winkler
(Copenhagen Business School /
Humboldt-Universität zu Berlin)
Dr. Jochen Wulf
(Universität St. Gallen)
Prof. Niels-Bjørn Andersen, Ph.D.
(Copenhagen Business School)
Prof. Dr. Walter Brenner
(Universität St. Gallen)

Overview of your datasets

On this page you can view and save the datasets created in your session via an email to you (or delete them selectively):

Add organization


I. Provider and Client Profile

[This is just a dummy - Check the box]



I. Provider and Client Profile


Please describe the core activities of the service provider in your own words. *

(This text will be used as a reference on the overview page.)

   


Please indicate the type of service provider that best describes your IT organization: *

Hint: to get a reference on any provider type, just move the cursor over the name.


* If the Service Provider serves multiple customer organizations (type II, III), please focus on one customer organization (e.g., the most important, the largest, or the one you are most knowledgeable about) and provide your answers only with respect to this customer organization for the remainder of this questionnaire.

Please indicate for which IT services or activities the Service Provider uses ITIL:

Not part of the portfolio Part of the portfolio, no ITIL use Part of the portfolio and ITIL used
IT project management & planning
Software development
Application customization & integration
Application management
Datacenter operations
Network & infrastructure management
Desktop & printers management
Support & help desk
IT training & communication
Other (non-IT) services

Please specify the total number of IT services in the service catalogue:



I. Provider and Client Profile (continued)

I. Provider and Client Profile (continued)


Please indicate the main industry the business/client operates in:



    (other industry)


Please classify the business’/client’s core activities by the following dichotomies: *

Choose the scale center if both expressions apply equally

Manufacturing sector Service sector
Physical products Informational products

Please assess the extent to which the business/client’s industry is regulated by... *

Not at all To a great extent
Statutory requirements and laws
Other requirements and standards (e.g., industry standards)

Please estimate the total number of employees... *

(only positive integer numbers allowed)

   at the client organization

   at the IT service provider


 
II. Contextual factors: IT Strategy

II. Contextual factors: IT Strategy


Please indicate the importance of the following IT goals for the business/client: *

Very low Very high
Become a leading IT innovator in the industry
Be the first in the industry to develop new IT initiatives
Respond rapidly to early signals concerning areas of opportunity for IT
Follow a safe and stable approach to developing new IT initiatives
Adopt IT innovations only when they have been proven in the industry
Carefully make decisions concerning IT innovations before implementation

Please summarize the business’/client’s IT goals by the following dichotomies: *

Choose the scale center if both expressions apply equally

Low cost of business High business innovation
Operational support Strategic positioning
IT follower IT leader
Careful evaluation of IT initiatives Fast IT innovation

 
II. Contextual Factors: Customer/Provider Relationship & IT Customer Expectations

II. Contextual Factors: Customer/Provider Relationship & IT Customer Expectations


Please indicate to what extent the following statements characterize the relationships between business/client and employees of the service provider: *

Not at all To a great extent
There is close, personal interaction between business/client and service provider employees at multiple levels
There is mutual respect between business/client and service provider employees at multiple levels
There is mutual trust between business/client and IT employees at multiple levels
There is personal friendship between business/client and service provider employees at multiple levels
There is high reciprocity* among business/client and service provider employees
*Reciprocity means that in response to positive actions from either side, employees from another act more cooperatively and vice versa.

Please indicate to what extent business/client IT users have the following expectations: *

Not at all To a great extent
Professional appearance of the IT services and the service personnel
Reliable IT services provided at the promised times
Openness of employees to IT users’ questions and willingness to help
Safety and confidentiality of the IT services and the service personnel
Convenient operating hours and responsiveness to specific user needs

 
II. Contextual Factors: Business Critiality & IT Staff Capabilities

II. Contextual Factors: Business Critiality & IT Staff Capabilities


Please indicate to what extent the services that are managed in accordance with ITIL are critical for the business’/client’s activities: *

Not at all To a great extent
The IT services support day-to-day business’s/client’s activities
The IT services are highly critical for the business’s/client’s operations
The business’s/client’s functioning will be impaired in the case of an interruption of these IT services
The service downtime will incur a noticeable cost impact for the business/client
A longer downtime of the IT services would lead to significant competitive disadvantages for the business/client

Please rate the current level of the aggregate skills of the employees at the service provider side: *

Very low Very high
Technical skills and knowledge
Knowledge of technological trends
Ability to implement new information technologies
Ability to understand the business environment
Capability to develop appropriate technical solutions
Ability to work cooperatively and in close collaboration with the business/client
Ability to plan and organize work of the subordinates

 
III. ITIL Process Maturity

III. ITIL Process Maturity


On the following page we will ask you to evaluate the maturity level of a number of ITIL processes. Please use the following scale for this:

0. – None: No recognizable process or not implemented.

1. – Initial: Process is ad-hoc, or only partially defined.

2. – Repeatable: Process has developed to the stage where similar procedures are followed by different people. There is no formal training or communication of standard procedures, and responsibility is left to the individual. There is a high degree of reliance on the knowledge of individuals; therefore, deviations are likely.

3. – Defined: Procedures forming the process have been standardized and documented and communicated through training. It is mandated that a process should be followed; however, it is unlikely that deviations will be detected. The procedures themselves are not sophisticated but are rather the formalization of existing practices.

4. – Managed: Management monitors and measures compliance with the standardized process and takes action where it appears not to be working effectively. A process is under constant improvement and provides good practice. Automation and tools are used.

5. – Optimized: Process has been refined to a level of good practice based on the results of continuous improvement. IT tools are used in an integrated way to automate the workflow and to improve quality and effectiveness.

The level of process maturity is determined by the lowest maturity level of the criteria specified in the following table.

Hint: to get a reference on a maturity level or a criterion, just move the cursor over its name.

Maturity Levels
Criterion 0. None 1. Initial 2. Repeatable 3. Defined 4. Managed 5. Optimized
Awareness & Stakeholder Communication no awareness partial awareness wide awareness full awareness comprehensive reporting proactive communication
Plans and Procedures no process ad hoc process informal process process formally defined robust process execution good practice process
Tools and Automation no tools only standard desktop tools tools individually managed tools centrally managed tools fully integrated end-to-end automation
Skills and Expertise required skills unknown required skills identified informal ad hoc training formal training plan long-term training program continuous skill improvement
Responsibility and Accountability responsibilities unknown no responsibility allocation informal responsibilities defined responsibilities responsibilities fully dischargeable responsibilities fully harmonized
Goal Setting and Measurement no goals unclear goals partial goals goals defined globally goals enforced proactive control

Please confirm: *

I have looked through the table and I understand the maturity scale.


 
IV. Outcome Measures

IV. Outcome Measures


Please summarize to which extent the service provider is aligned with ... *

Not at all To a great extent
... the business’s/client’s activities.
... expectations of business’s/client’s IT users.
... needs of business’s/client’s IT users.
... demands of business's/client's IT users.
... business’s/client’s priorities.
... business’s/client’s objectives.

Please try to estimate the overall performance of the service provider (compared to other IT service providers): *

Far below average Far above average
Efficiency of the service provider in performing its work
Quality of the services provided by the service provider
Support of business’s/client’s processes
Satisfaction of the business/client users
Effectiveness of service provider in supporting the business’s/client’s strategic goals

 
V. Demographics

V. Demographics

Please make a few statements regarding your professional profile.

Please state whether you work(-ed) on the side of the IT service provider or on the side of the business/client:

Service provider

Business/client


Please check this box if you report about a past working relationship.


Please specify the level of working at this organization:

Executive level

Senior Management level

Manager level

Staff level

External / Consultant


Please indicate how many years you have been working for this organization:



Please select the country of this organization:



    (other country)


Please specify how you found out about the ITIL Self-Assessment:

itSMF

Professional networks (LinkedIn, XING, etc.)

From colleague

Other


Please state whether you possess an accredited ITIL qualification:

None (at least not an 'official one')

ITIL Foundation level

ITIL Practitioner / Intermediate

ITIL Manager / Expert

ITIL Master


Finally, we would be interested in your general opinion about ITIL: *

Do not agree at all Agree to a great extent
ITIL is a very good framework
Using ITIL is helpful for organizations
More organizations should use ITIL

 
Gap Analysis
evaluation

We appreciate your Feedback...

...because we also want to evaluate selfsurvey.org and improve our service continuously.

Please state to which extent you agree to the following statements about the results of the gap analysis (i.e. AS-IS maturity levels, BENCHMARK levels, and recommended actions):

Do not agree at all Agree to a great extent
The results of the gap analysis appear realistic to me
The results of the gap analysis allow me to reflect about the process maturity of the chosen organization
The results of the gap analysis allow me to draw conclusions about the process maturity in the chosen organization
The results of the gap analysis allow me to identify appropriate actions for the adjustment and improvement of the process maturity
Overall, the results of the gap analysis are useful to me

Please state to which extent you agree to the following statements about the usability of this web application:

Do not agree at all Agree to a great extent
The navigation within this web application was easy
The questionnaire elements were easy to fill out
The explanatory texts on the results page were easy to read
The visual elements (diagrams) were easy to understand
Overall, the web application was easy for me to use

Please state to which extent you agree to the following statements about your future intention to use:

Do not agree at all Agree to a great extent
I would use the ITIL self asssessment again in the future
I could imagine to use selfsurvey.org also for other self assessments
I would recommend selfsurvey.org and the ITIL self assessment also to other colleagues

Please tell us (at least) one thing that you liked about this suvey, and one thing that we can still improve

    (is what I liked)

    (can still be improved)


Thank you for your feedback and suggestions. For further questions we are also available at support@selfsurvey.org.


Please check if you have filled out all required information correctly!




http://itil.selfsurvey.org/index.php?session=0tlj6er55l87s2i84mrblmoj71&language=en