关于“现状”分析的调查问卷.doc

“As-Is现状”AnalysisQuestionnaire分析调查问卷访谈地点/部门Site/UnitVisited:Date日期:访谈人员Interviewer:被访谈人员Interviewee:Sample例子TeamLeader<#>人数?anisationChartwithleader’snameandheadcount带有领导姓名和具体工作人员人数的组织结构图)?。Position角色或职位Roles&Responsibility相应职责Whatistheturn-overrateannually?年人员流失率是多少?oLessthan少于5% o5%-10% o20%-30% oHigher更高Reasonforleaving流失原因::Whatleveloftheturn-overrateannually,lessthan5%,10%,20%,30%orhigher?WhatarethemainreasonforITpersonnelstayingorleaving?o5% o10% o20% o30% oHigherReason: WhodefinesbusinessrequirementsfortheITdepartment?Howaboutthedetaillevel?municatedtoITdepartment?anizationprovide?信息技术部门的主要任务或主要提供的服务是什么?Anyserviceorsupportprovidedtootherentities对?公司外的其它任何实体提供服务吗?ITTeam信息技术组MajorTasksandServices主要任务和服务ServiceReceiver服务接受方请描述信息技术部门和其它用户部门之间关于业务需求/变革需求/应用程序支持和反馈信息等等的沟通渠道。请描述目前信息技术部门和其它用户部门之间的协作关系。有否签定过服务协议?anizationandotheruserdepartmentsintermsofbusinessneeds,changerequest,?Isthereaserviceagreement? ¬最低Lowest °municationChannel沟通渠道Satisfactionlevel满意程度Businessneeds业务需求¬­®¯°Changerequest变革需求¬­®¯°Applicationsupport¬­®¯°应用程序支持Feedbackchannel信息反馈¬­®¯°Howoftendoyoumeetwithuserdepartmentstodefine/heirrequirements?Howoftenarebusinessrequirementschanged?FrequencyMeetwithUserDepartmentBusinessRequirementsChangedDailyWeeklyMonthlyYearlyMixedNeverFromtheviewofITpersonnel,howdoyouevaluatethecurrentITservices?作为一个信息技术部门的工作人员,您如何评价目前的信息技术服务? Unresponsive迟钝型Reactive反应型Co-prehensive理想型Servicelevelsnotdefined未定义服务水平Littleornoserviceactivityatcustomer/usersite在用户处有少量或没有服务Responsibilityquestionedforeveryproblem对每个问题的出现没有Servicelevelsdefinedbutqualityvariesinpractice服务水平有所定义,但是质量各异Serviceprovidedfromstaffpoolwithlimitedcontinuity员工单兵作战,服务持续性有限HelpDeskexistsServicelevelsdefinedandmeasured服务水平有所定义,并可以进行评估Singlepointsofcontactprovidedwithgoodcontinuity个别的服务联系具有较好的持续性Servicelevelsdefined,measuredandtrackedtoshowtrends服务水平有所定义,apabilities远程诊断能力Aggressivesearchforproblemresolution,ept