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| 1. What is the top business driver for
improving the value of internal services departments in your organisation? |
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Reduced cost |
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Increased productivity |
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Improved customer service |
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Competitive advantage |
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Flexibility of services |
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Other
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| 2. In what area would an internal services
management system be most beneficial to your organization? |
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IT department |
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Facility work requests |
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Internal projects |
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Outsourced projects to other organizations |
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Equipment services |
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Other
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| 3. Do you currently use Microsoft Project? |
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Yes |
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No |
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Not sure |
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| 4. Do you use anything other than Microsoft
Project as a project management tool? |
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Yes |
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No |
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Not sure |
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| 5. If so, does your current
system allow you to track: |
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Payments |
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Resource allocation |
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Resource scheduling |
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Resource utilization |
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Time and expenses |
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Chargebacks to other departments |
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Total costs for a particular project |
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Capitalization |
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Roles and skills |
| 6. Please rate the importance of each
of these issues for the management of your internal services organization |
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Maximum |
High |
Average |
Not at all |
| Payment |
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| Resource allocation |
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| Resource scheduling |
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| Resource utilization |
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| Time & expenses |
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| Chargebacks to other departments
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| Total costs for a particular project
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| Capitalization |
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| Roles and skills |
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| 7. How well are these issues supported
by systems in your organisation? |
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Fully |
Some |
Spreadsheets |
Manual |
| Payments |
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| Resource allocation |
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| Resource scheduling |
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| Time and expenses |
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| Chargebacks to other departments |
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| Total costs for a particular
project |
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| Capitalization requirements |
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| 8. Does your current internal services
management system integrate with your: |
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Yes |
No |
Not sure |
Dont Have |
| HR System |
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| Financial system |
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| Procurement system |
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| 9. Does your current internal service
department system allow you to measure key metrics / key performance
indicators for internal reporting and accountability? |
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Yes |
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No |
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Not sure |
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Don't currently have a system |
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Other
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| 10. How do projects get approved and
become active projects? |
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Senior management approves |
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Project managers approve |
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We have a project committee |
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Don't know |
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| 11. How is scheduling for your project
requests determined? |
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Importance (strategic objectives) |
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Urgency |
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Committee |
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Other |
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Don't know |
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| 12. What process do you use
to support the initiation and ongoing management of internal service
requests? |
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Packaged computer-automated
system |
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In-house computer-automated system |
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Paper-based system |
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E-mail |
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Phone / verbal |
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Combination of above |
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Don't know |
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Other
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| 13. On an annual basis, how
many in-house service requests do you perform? |
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Less than 100 |
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100- 250 |
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250- - 500 |
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500 - 750 |
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More than 750 |
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| 14. Are you able to accurately report
your department's investment in services to internal customers?
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Yes |
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No |
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Not sure |
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| 15. During capital budgeting,
what do you use to determine operating budget changes? |
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Excel spreadsheet |
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MicroSoft Project |
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Thumb nail estimate |
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Do not match capital IT requests to operating
budget changes |
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| 16. How are resources typically
assigned to a project? |
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Availability |
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Skill set |
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3rd-party time/schedule management vendor |
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Other |
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| 17. Do you currently have
an automated approval process for time and expenses related to a
project? |
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Yes |
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No |
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Not sure |
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| 18. What percentage is allocated to consultants
/ contractors to augment your internal service dept's workforce? |
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Man time
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Cost |
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None |
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5-15% |
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16-30% |
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31-45% |
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46-60% |
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61-75% |
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76-100% |
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| 19. How do you track a contractor's time? |
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Company Invoice |
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Sign weekly time sheets for vendor |
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Project - flat rate |
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Invoice actuals |
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| 20. How much do you feel that an internal
services management system could help improve understanding of the
true value of the internal service department to your organisation? |
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Significantly |
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Somewhat |
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Not sure |
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Not at all |
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| 21. What percentage efficiency improvement
do you feel an internal services management system could help to
yield in your organisation? |
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None |
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0-5% |
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6-10% |
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11%+ |
| Equivalent annual financial value (£'S) |
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| 22. Which of the following areas have
budgeted new IT investment in the coming year? (check all that apply)
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Financial |
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Human Resources |
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Procurement |
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Services Automation |
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| 23. What role do you have
in your organization's IT decision making? |
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Decision maker |
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Influencer |
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Information gatherer |
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Other
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| 24. How many employees does your organization
have? |
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Less than 100 |
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100 to 499 |
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500 to 999 |
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1,000 to 2,499 |
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2,500 to 4,999 |
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5,000 to 10,000 |
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More than 10,000 |
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