ITIL Self-Assessment #itil #software #development

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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

Thank you for your participation!

Dr. Till Winkler
(Copenhagen Business School /
Humboldt-Universit t zu Berlin)

Dr. Jochen Wulf
(Universität St. Gallen)

Overview of your datasets

I. Provider and Client Profile

I. Provider and Client Profile (continued)

II. Contextual factors: IT Strategy

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

II. Contextual Factors: Business Critiality & IT Staff Capabilities

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.

III. ITIL Process Maturity (continued)

IV. Outcome Measures

V. Demographics

We appreciate your Feedback.





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