關(guān)于“現(xiàn)狀”分析的調(diào)查問卷(已修改)
2025-06-30 14:50 本頁面
【正文】 “AsIs現(xiàn)狀” Analysis Questionnaire分析調(diào)查問卷訪談地點(diǎn) / 部門Site / Unit Visited :Date日期 :訪談人員Interviewer :被訪談人員Interviewee :Sample例子Team Leader 人數(shù)？1. 請描述信息技術(shù)部門的組織結(jié)構(gòu)Please describe the IT organization structure ( Organisation Chart with leader’s name and headcount帶有領(lǐng)導(dǎo)姓名和具體工作人員人數(shù)的組織結(jié)構(gòu)圖)?2. Please discuss the roles and responsibility of each position according to the organisation 。Position角色或職位Roles amp。 Responsibility相應(yīng)職責(zé)3. What is the turnover rate annually?年人員流失率是多少？o Less than少于5% o 5% 10% o 20% 30% o Higher更高Reason for leaving流失原因: ：4. What level of the turnover rate annually, less than 5%, 10%, 20%, 30% or higher? What are the main reason for IT personnel staying or leaving?o 5% o 10% o 20% o 30% o HigherReason: 5. Who defines business requirements for the IT department? How about the detail level? How are business requirements municated to IT department?6.7. What are the major tasks and services does the IT organization provide?信息技術(shù)部門的主要任務(wù)或主要提供的服務(wù)是什么？ Any service or support provided to other entities對?公司外的其它任何實(shí)體提供服務(wù)嗎？IT Team信息技術(shù)組Major Tasks and Services主要任務(wù)和服務(wù)Service Receiver服務(wù)接受方8. 請描述信息技術(shù)部門和其它用戶部門之間關(guān)于業(yè)務(wù)需求/變革需求/應(yīng)用程序支持和反饋信息等等的溝通渠道。請描述目前信息技術(shù)部門和其它用戶部門之間的協(xié)作關(guān)系。有否簽定過服務(wù)協(xié)議？Please describe the munication channels between IT organization and other user departments in terms of business needs, change request, application support and feedback channel. How do you describe the current relationship of IT organization with user departments? Is there a service agreement? 172。 最低Lowest 176。最高HighestService agreement服務(wù)協(xié)議Communication Channel溝通渠道Satisfaction level滿意程度Business needs業(yè)務(wù)需求172。 173。 174。 175。 176。Change request變革需求172。 173。 174。 175。 176。Application support應(yīng)用程序支持172。 173。 174。 175。 176。Feedback channel信息反饋172。 173。 174。 175。 176。 How often do you meet with user departments to define / refine their requirements? How often are business requirements changed?FrequencyMeet with User DepartmentBusiness Requirements ChangedDailyWeeklyMonthlyYearlyMixedNever9. From the view of IT personnel, how do you evaluate the current IT services?作為一個信息技術(shù)部門的工作人員，您如何評價目前的信息技術(shù)服務(wù)？ Unresponsive遲鈍型Reactive反應(yīng)型Cooperative合作型Proactive主動型Comprehensive理想型 Service levels not defined未定義服務(wù)水平 Little or no service activity at customer / user site在用戶處有少量或沒有服務(wù) Responsibility questioned for every problem對每個問題的出現(xiàn)沒有清楚的職責(zé)劃分 Service levels defined but quality varies in practice服務(wù)水平有所定義，但是質(zhì)量各異 Service provided from staff pool with limited continuity員工單兵作戰(zhàn)，服務(wù)持續(xù)性有限 Help Desk exists具有幫助服務(wù)臺 Ownership accepted for limited, defined set of problems有限的，預(yù)定義好的一些問題有職責(zé)劃分 On site visits only in emergencies只在緊急情況時下現(xiàn)場 IT sets service standards信息技術(shù)部門規(guī)定服務(wù)標(biāo)準(zhǔn) Service levels defined and measured服務(wù)水平有所定義，并可以進(jìn)行評估 Single points of contact provided with good continuity個別的服務(wù)聯(lián)系具有較好的持續(xù)性 Ownership accepted for most problems大多數(shù)問題具有職責(zé)劃分 On site visits only by customer/user request只在用戶提出請求時下現(xiàn)場 Joint setting of service standards與用戶聯(lián)合制定服務(wù)標(biāo)準(zhǔn) Service levels defined, measured and tracked to show trends服務(wù)水平有所定義，可進(jìn)行評估并可進(jìn)行跟蹤分析 Distributed help centre分布式服務(wù)中心 Technical support integrated with business area集成了業(yè)務(wù)領(lǐng)域的技術(shù)支持 Regular on site visits by technical personnel技術(shù)人員定期下現(xiàn)場 Quick response to customer /user queries針對用戶需求的快速反應(yīng) Programs for continuous improvement of service levels具有一系列程序以保障服務(wù)水平的持續(xù)增長 Remote diagnostic capabilities遠(yuǎn)程診斷能力 Aggressive search for problem resolution, regardless of fault無論有否錯誤，都主動進(jìn)行問題解決方案的研究 Multifunctional service team established建立多功能服務(wù)組 Help Desk and user training incorporated into overall service plan在總體服務(wù)計劃中并入幫助服務(wù)臺和用戶培訓(xùn)10. How do you contribute your idea? Is it easy to municate with others?11. How does IT department select hardware and software vendors?信息技術(shù)部門如何選擇軟硬件供應(yīng)商？ Does the corporate/local IT strategy provide any guideline on this?全公司或本地信息技術(shù)部門的戰(zhàn)略是否為此提供一些指導(dǎo)方針？ 12. Who are the major hardware / software vendors in relation? 目前的軟硬件供應(yīng)商有哪些？ How do you describe the relationship with them? 與他們的關(guān)系如何？Are there any service agreements?有否簽定服務(wù)協(xié)議？Vendors供應(yīng)商Relationship相互關(guān)系Service agreement服務(wù)協(xié)議
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