ITIL Survey Revised - Google Forms PDF

1/29/2019 The Impact of Senior Management Involvement, Organizational Commitment and Group Efficacy on ITIL Implementation Benefits in the …
The Impact of Senior Management Involvement,

Organizational Commitment and Group Efficacy on ITIL
Implementation Benefits in the Philippine Context
I am Andrea Felix, a MScM student from the University of Asia and the Pacific working on a thesis
entitled “The Impact of Senior Management Involvement, Organizational Commitment and Group
Efficacy on ITIL Implementation Benefits in the Philippine Context." My research aims to examine the
significance of various predictors of successful ITIL Implementation as viewed by IT experts. Rest
assured that all responses will be anonymously coded and the questions will not take too much of your
time. You are selected as a participant since your answers will be very crucial for the success of this
research. Click next should you want to proceed with the survey.
*Required
Context and Background

Items without the red asterisk are optional.
1. Name
2. Company Name
3. Email Address
4. What year did you join the company? *
5. Approximately how many employees does your organization have? *

Mark only one oval.
Less than 100

100 to less than 500 employees
500 employees to less than 1,000 employees
1,000 - less than 5,000 employees
5,000 employees and more
https://docs.google.com/forms/d/1NTJsXNBNaNaxP4RGFpQvrU0I24NNYsoUTAFc2utD--I/edit 1/7
6. Approximately how many IT professionals are employed in the organization? *
Mark only one oval.
Less than 50 IT professionals

50 to less than 100 IT professionals
100 to less than 500 IT professionals
500 and more IT professionals
ITIL Involvement and Implementation

Items without the red asterisk are optional.
7. What is your particular role in the organization in relation to ITIL implementation? *

Mark only one oval.
IT Director - Organization Level

IT Manager
Process Specific Manager (e.g. Change Management Manager, Incident Manager)
Service Delivery Manager
Help Desk/Service Desk Manager
Help Desk/Service Desk Operative/Associate
Other:
8. In which department do you currently belong to? *

Mark only one oval.
Service Desk
IT Infrastructure Support
Software Application Support
Other:
9. Do you have an ITIL Certification? *

Mark only one oval.
Yes
No
10. How many years have you been working with

ITIL? *
11. How many years has ITIL been implemented in

the company? *
12. How will you rate the business environment and market conditions during the time of ITIL
initiation in the company? *
Mark only one oval.
1 2 3 4 5
Very Poor Very Good
13. Who took the initiative in implementing ITIL in the company *

Mark only one oval.
Top Executives and/or Board of Directors (e. g. CIO or CEO)

Senior Management (Top Director of IT Operations, IT Director, Sales Head)
Middle- to Lower-Management Employees and/or Staff
External Party
Other:
14. Why did your organization implement ITIL? Select all that apply *
Tick all that apply.
Increase Customer Satisfaction

Improve User Satisfaction
Make IT more service-oriented
Professionalize IT service standards
Reduce IT-related costs
Clarify IT roles and responsibilities
To be at par with companies adopting the same "best practices"
15. Overall, what was your expectation on the effectiveness of ITIL BEFORE Implementation? *
Mark only one oval.
1 2 3 4 5
Very ineffective Very effective
16. Do you use a software for managing ITIL? *

Mark only one oval.
Yes
No
17. Approximately how much is the total budget earmarked for ITIL Implementation? (e.g. cost of
training, software expenses) *
Mark only one oval.
Below PHP 100,000

PHP 100,000 to less than PHP 500,000
More than PHP 500,000
18. Which expense do you think has the biggest share in the overall budget? *
Mark only one oval.
External Consultant
ITIL Certification Expense
ITIL Software
Other:
Determinants for Successful ITIL Implementation

For the next questions, rank the significance of each statement in terms of its contribution to successful
ITIL Implementation using a scale from 1 (Strongly Disagree) to 5 (Strongly Agree). Please answer as
truthfully as possible.
19. Senior management is strongly involved in the project. *

Mark only one oval.
1 2 3 4 5
Strongly Disagree Strongly Agree
20. Senior management should continuously provide feedback and guidance in implementation of
ITIL *
Mark only one oval.
1 2 3 4 5
21. A member of senior management should head or champion ITIL implementation *

Mark only one oval.
1 2 3 4 5
22. Sufficient resources have been allocated for the ITIL project. *
Mark only one oval.
1 2 3 4 5
23. Key staff are staying on the ITIL project from start to end to maintain continuity. *
Mark only one oval.
1 2 3 4 5
24. The IT staff strongly supports the ITIL project. *
Mark only one oval.
1 2 3 4 5
25. The project group has sufficient knowledge of ITIL. *

Mark only one oval.
1 2 3 4 5
26. The project group is using a formalized method for developing ITIL processes. *
Mark only one oval.
1 2 3 4 5
27. The project members are working hard to implement ITIL. *

Mark only one oval.
1 2 3 4 5
28. All project members possess ITIL Certification *

Mark only one oval.
1 2 3 4 5
ITIL Benefits Achieved

For the next questions, rank the significance of the stated benefits of ITIL Implementation using a scale
from 1 (Strongly Disagree) to 5 (Strongly Agree). Please answer as truthfully as possible.
29. Our customer satisfaction has been improved. *

Mark only one oval.
1 2 3 4 5
30. Our user satisfaction has increased
Mark only one oval.
1 2 3 4 5
31. Our IT Operations have become more service oriented. *

Mark only one oval.
1 2 3 4 5
32. IT service standards have been more professionalized and efficient. *

Mark only one oval.
1 2 3 4 5
33. IT-related costs have been reduced *

Mark only one oval.
1 2 3 4 5
34. IT roles and responsibilities have been more defined. *

Mark only one oval.
1 2 3 4 5
35. Company have become more competitive in terms of international standards. *

Mark only one oval.
1 2 3 4 5
36. Other benefits not listed that you may want to include?
37. Overall, ITIL has met the expectations of the organization. *

Mark only one oval.
1 2 3 4 5
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1/29/2019 The Impact of Senior Management Involvement, Organizational Commitment and Group Efficacy on ITIL Implementation Benefits in the …

The Impact of Senior Management Involvement,

Context and Background

4. What year did you join the company? *

5. Approximately how many employees does your organization have? *

Less than 100

Less than 50 IT professionals

ITIL Involvement and Implementation

7. What is your particular role in the organization in relation to ITIL implementation? *

IT Director - Organization Level

8. In which department do you currently belong to? *

9. Do you have an ITIL Certification? *

10. How many years have you been working with

11. How many years has ITIL been implemented in

Very Poor Very Good

13. Who took the initiative in implementing ITIL in the company *

Top Executives and/or Board of Directors (e. g. CIO or CEO)

Increase Customer Satisfaction

Very ineffective Very effective

16. Do you use a software for managing ITIL? *

Below PHP 100,000

Determinants for Successful ITIL Implementation

19. Senior management is strongly involved in the project. *

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

21. A member of senior management should head or champion ITIL implementation *

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

25. The project group has sufficient knowledge of ITIL. *

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

27. The project members are working hard to implement ITIL. *

Strongly Disagree Strongly Agree

28. All project members possess ITIL Certification *

Strongly Disagree Strongly Agree

ITIL Benefits Achieved

29. Our customer satisfaction has been improved. *

Strongly Disagree Strongly Agree

Strongly Disagree Strongly Agree

31. Our IT Operations have become more service oriented. *

Strongly Disagree Strongly Agree

32. IT service standards have been more professionalized and efficient. *

Strongly Disagree Strongly Agree

33. IT-related costs have been reduced *

Strongly Disagree Strongly Agree

34. IT roles and responsibilities have been more defined. *

Strongly Disagree Strongly Agree

35. Company have become more competitive in terms of international standards. *

Strongly Disagree Strongly Agree

37. Overall, ITIL has met the expectations of the organization. *

Strongly Disagree Strongly Agree

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