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ITIL Assessment Questionnaire

This document contains an ITIL assessment questionnaire for an organization. It requests information about the organization's IT team structure, systems used, and current status of key ITIL processes like service desk, problem management, configuration management, change management, service management, capacity management, availability management and service level management. For each ITIL process, it rates the organization's implementation on a scale of 0 to 2, with 0 meaning the process is not implemented and 2 meaning it is fully established. It also asks questions to understand the organization's service catalogue and service level management practices.

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Anas Abu Hijail
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319 views2 pages

ITIL Assessment Questionnaire

This document contains an ITIL assessment questionnaire for an organization. It requests information about the organization's IT team structure, systems used, and current status of key ITIL processes like service desk, problem management, configuration management, change management, service management, capacity management, availability management and service level management. For each ITIL process, it rates the organization's implementation on a scale of 0 to 2, with 0 meaning the process is not implemented and 2 meaning it is fully established. It also asks questions to understand the organization's service catalogue and service level management practices.

Uploaded by

Anas Abu Hijail
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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ITIL Assessment Questionnaire

ITIL Assessment Implementation Questionnaire


Organization website:
Count of the total number of employees:
Count of IT Team
IT Team Organization Structure “Please list all the units name and number of employees on each
organization unit”

Unit name Number of Employees

Please name the number of systems that are used inside the IT department

Name of the system Description of usage

How would you rate the current stats of the following ITIL processes

List of current internal IT roles and function


Please rate as below:
0. We don’t have this function

Service Desk
1.
2. Is the Service Desk the recognized point of contact for all customer/user queries?
There is a signal email\system\phone number for all the IT services to request?

Problem Management
1. Are at least some problem management activities established in the organisation, e.g.
problem determination, problem analysis, problem resolution?
2. Are problem management activities assigned to specific individuals or functional
areas?
3. Is there a procedure by which significant incidents are escalated by incident
management?

Configuration Management
1. Are IT assets listed and organized somehow?
2. Have you identified some of the IT Assets attributes, e.g. location, current status,
service component relationships?
3. Is there existing configuration data held in hard copy, local spreadsheets or
databases?

Change Management
1. Are at least some change management activities established in the organization, e.g.
logging of change requests, change assessments, change planning, change
implementation reviews?

2. Are change management activities assigned to specific individuals or functional


areas?
3. Is there a procedure for raising and issuing requests for change?

4. do you have versions for the systems and date for the releases

Service Management
1. Are at least some service level management (SLM) activities established within the
organisation, e.g. service definition, negotiation of SLA's etc?

2. Have you identified the customers for your IT services?

3. Are IT service attributes identified?

Capacity Management
1. Are at least some capacity management activities established within the organization,
e.g. monitoring of usage and performance, capacity planning, sizing of service elements
etc?

2. Are capacity management activities assigned to specific individuals or functional


areas?

3. Are monitors available for hardware, software, networking & peripherals and does
Capacity Management have access to them?

Availability Management
1. Are at least some availability management activities established within the
organisation, e.g. monitoring of service components, analysis of service availability?

2. Are availability management activities assigned to specific individuals or functional


areas?
3. Have the availability requirements of the business been identified and documented?

How would you rate the current stats of the following ITIL processes

The Service Level Management Yes No


Do you have list of the IT services provided to NEOM Business Units?

Did you have any type of time frame for response to incidents or requests?

Did you have any meetings with the Organization Units to discuss the IT Services?

Did you Contact any survey for the satisfactions of your services?

Service Catalogue
Are there any list of services provided to new employees when they join?

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