“现状”分析的调查问卷

1、62/62“As-Is现状” Analysis Questionnaire分析调查问卷访谈地点 / 部门Site / Unit Visited :Date日期 :访谈人员Interviewer :被访谈人员Interviewee :Sample例子Team Leader 人数？请描述信息技术部门的组织结构Please describe the IT organization structure ( Organisation Chart with leaders name and headcount带有领导姓名和具体工作人员人数的组织结构图Sample例子Team Leader 人数？Pleas

2、e discuss the roles and responsibility of each position according to the organisation chart.请描述组织结构图中人员的角色或职位以及相应的职责。Position角色或职位Roles & Responsibility相应职责What is the turn-over rate annually?年人员流失率是多少？ Less than少于5% 5% - 10% 20% - 30% Higher更高Reason for leaving流失缘故: ：What level of the turn-over rat

3、e annually, less than 5%, 10%, 20%, 30% or higher? What are the main reason for IT personnel staying or leaving? 5% 10% 20% 30% HigherReason: Who defines business requirements for the IT department? How about the detail level? How are business requirements communicated to IT department?What are the

4、major tasks and services does the IT organization provide?信息技术部门的要紧任务或要紧提供的服务是什么？ Any service or support provided to other entities对?公司外的其它任何实体提供服务吗？IT Team信息技术组Major Tasks and Services要紧任务和服务Service Receiver服务同意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？Pl

5、ease describe the communication 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? 最低Low

6、est 最高HighestService agreement服务协议Communication Channel沟通渠道Satisfaction level中意程度Business needs业务需求 Change request变革需求 Application support应用程序支持 Feedback channel信息反馈 How often do you meet with user departments to define / refine their requirements? How often are business requirements changed?Frequen

7、cyMeet with User DepartmentBusiness Requirements ChangedDailyWeeklyMonthlyYearlyMixedNeverFrom the view of IT personnel, how do you evaluate the current IT services?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？ FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX Unresponsive迟钝型Reactive反应型Co-operative

8、合作型Proactive主动型Comprehensive理想型Service levels not defined未定义服务水平Little or no service activity at customer / user site在用户处有少量或没有服务Responsibility questioned for every problem对每个问题的出现没有清晰的职责划分Service levels defined but quality varies in practice服务水平有所定义，然而质量各异Service provided from staff pool with limit

9、ed continuity职员单兵作战，服务持续性有限Help Desk exists具有关心服务台Ownership accepted for limited, defined set of problems有限的，预定义好的一些问题有职责划分On site visits only in emergencies只在紧急情况时下现场IT sets service standards信息技术部门规定服务标准Service levels defined and measured服务水平有所定义，并能够进行评估Single points of contact provided with good c

10、ontinuity个不的服务联系具有较好的持续性Ownership accepted for most problems大多数问题具有职责划分On site visits only by customer/user request只在用户提出请求时下现场Joint setting of service standards与用户联合制定服务标准Service levels defined, measured and tracked to show trends服务水平有所定义，可进行评估并可进行跟踪分析Distributed help centre分布式服务中心Technical support

11、 integrated with business area集成了业务领域的技术支持Regular on site visits by technical personnel技术人员定期下现场Quick response to customer /user queries针对用户需求的快速反应Programs for continuous improvement of service levels具有一系列程序以保障服务水平的持续增长Remote diagnostic capabilities远程诊断能力Aggressive search for problem resolution, reg

12、ardless of fault不管有否错误，都主动进行问题解决方案的研究Multi-functional service team established建立多功能服务组Help Desk and user training incorporated into overall service plan在总体服务打算中并入关心服务台和用户培训How do you contribute your idea? Is it easy to communicate with others?How does IT department select hardware and software vendo

13、rs?信息技术部门如何选择软硬件供应商？ Does the corporate/local IT strategy provide any guideline on this?全公司或本地信息技术部门的战略是否为此提供一些指导方针？ Who are the major hardware / software vendors in relation? 目前的软硬件供应商有哪些？ How do you describe the relationship with them? 与他们的关系如何？Are there any service agreements?有否签定服务协议？Vendors供应商R

14、elationship相互关系Service agreement服务协议Please describe the process of IT budget release/ control/ approval (incl. related personnel, budget classification such as project development, operations and training). 请描述信息技术部门预算的提请、操纵和批准的流程(包括与之有关的人员信息，预算的分类，例如，项目开发、运作和培训等)。 And what are the concerns or facto

15、rs when requesting and getting the annual IT budget approved?在信息技术部门年预算的提请和批准过程中，将考虑什么样的因素？差不多提供现状流程图，本题可不用回答。Sample例子Sample例子Who initiate and own the global / local IT projects?谁发起并拥有全球型，区域型和本地型信息技术项目？IT Projects信息技术项目Business Impact业务的阻碍IT impact信息技术的阻碍Initiator发起者Owner所有者Current Status目前的状态Global

16、全球型Regional区域型Local本地型Whats the impact (whats the foreseeable impact) of the mergence with Chrysler to the current IT organization and strategy?戴姆勒和克莱斯勒合并之后对目前的信息技术部门的组织和战略有着什么样的阻碍(可预见性的阻碍)？What is the main existing issue(s) about the IT organization and its effectiveness? 目前，在信息技术部门的组织和工作效率方面有着什么样的

17、要紧问题？From the view of an IT personnel, regarding the performance of IT organisation:作为一个信息技术部门的职员，关于目前信息技术部门组织的绩效：Whats the one “area” do you satisfy most?您最中意的是哪一点？Whats the one “area” do you want to improve or change immediately?您认为应该立即提高或变革的是哪一点？How do you contribute your idea? Is it easy to comm

18、unicate with others?您如何提供您的意见？与其它同事交流方便吗？What is the on-going and planned IT strategy for global, regional and local? 有哪些正在进行或已列入打算的全球型，区域型和本地型信息技术战略？How is the direction set for IT within the company in terms of investment levels, technology directions and project prioritization.从投资水平，技术方向和项目优先级的角度

19、来考虑，在公司内部是如何为信息技术的进展制定方向的呢？Strategy/Initiative/Project战略/发起/项目(e.g. Well-kom, Star Network, IT concept)(例如，Well-kom, Star Network, IT concept)Key Objective关键目标Investment投资 ($)Coverage范围Owner所有者Global:全球型Regional:区域型Local:本地型Who defines business requirements for the IT organization and how are these

20、communicated to IT organization? 谁为信息技术部门确定业务需求？这些需求是如何与信息技术部门沟通交流的？How often do you meet with user departments to define / refine their requirements? 信息技术部门多长时刻与用户部门会谈以确定或重新确定他们的需求？What is the current IT strategy/guideline for global, regional and local? Who are the initiatives and owners?Strategy/

21、GuidelineInitiativesOwnersGlobalRegionalLocalHow is the direction set for IT within the company in terms of investment levels, technology directions and project prioritization.Investment ($)CoverageKey ObjectivesWellkomStarnetworkIT conceptHow do these business requirements be incorporated into or f

22、it into the local/regional/global IT strategy or direction?这些业务需求是如何被并入全球型，区域型和本地型信息技术战略或进展方向的？Who defines business requirements for the IT organization and how are these communicated to IT organization? How do these business requirements be incorporated into or fit into the local/regional/global IT

23、 strategy or direction?What influence does IT organization have on defining the business requirements and direction? 信息技术部门在定义业务需求和进展方向时有着什么样的阻碍？Who initiate the change? 谁发起的这些变革？Will you consider the local/regional/global IT strategy is mostly business-driven or IT-driven?您觉得全球型，区域型和本地型的信息技术战略是业务驱动

24、型依旧信息技术驱动型？IT influence:信息技术部门的阻碍： Change Initiator:变革发起者： Global全球型Regional区域型Local本地型Business-driven业务驱动IT-driven信息技术驱动Hows the IT overall view for the past three years?在过去的三年中，信息技术部门的综合情况如何？IT Budget信息技术部门的预算IT actual cost信息技术部门的实际成本IT Head Count信息技术部门人数Turnover Rate人员流失率Major investment area要紧投资

25、点200019972001199820021999How many applications are there in the entity? 公司中有多少种应用程序？Please specify the application name, application type (customised/packaged/developed), function supported, system required.请具体列出应用程序的名字，类型(用户型/封装型/开发型)，支持的功能以及系统要求。Application应用程序Version版本Type类型Function支持功能System系统要求

26、Are the existing applications integrated? ? 目前的应用程序均已被集成化了吗？若不是，程序之间采纳了什么样的接口？(例如，批处理，文件传输，手工)If not, what kinds of interface are adopted (e.g. batch, file transfer, manual)? 是YESNO否Batch批处理File Transfer文件传输Manual手工Mixed 混合型 (separate percentage?各自的百分比？_ _ _)Have the users strongly requested for an

27、integrated and real-time applications?用户是否极力要求拥有集成化和实时的应用程序？YES是NO否Any existing application has Y2K problem? Has they addressed yet?在目前使用的应用程序中，有Y2K问题吗？若有，是否均已被解决？Applications应用程序Y2K problem 问题 (Yes or No是或否)Addressed 解决 (Yes or No是或否)What is the procedure for the application purchasing or developin

28、g? 应用程序的购买或开发的程序是如何样的？Who would be the initiator, approver, etc谁是发起者和决策者？(信息技术部门？依旧用户部门？) 谁是拥有者？ Who is the initiative of the action, IT department or user department? Who is the owner of the application?Decision Maker决策者User Department用户部门IT Department信息技术部门What is the status of applications update

29、s, fixes, etc.? 应用程序的状态是什么？(升级？安装？等等) How is this process handled?这一过程是如何样被处理的？Do you foresee the current applications/systems will be able to sustain the growth of business transaction volumes in the region in the coming 5 years? 您认为现有的应用程序/系统能够满足近5年业务量增长的需求吗？If not, by when do you think will these

30、 applications/systems be fully overloaded?若不能，您认什么缘故时候这些应用程序/系统将会完全超负荷运转？Applications/Systems应用程序/系统Current Capacity目前容量Overloaded Now ?超负荷运转0399004015026037Yes 是 No否是 否Yes No是 否Yes No是 否Yes NoDo you use enabling technologies like EDI, imaging, workflow, the Internet, etc.? 一些开放技术，例如EDI, imaging, wo

31、rkflow, Internet等等差不多被采纳了吗？What are your plans for the future use of these technologies?是否有关于使用这些技术的以后打算？Enabling Tech.开放技术Current Usage目前使用情况Future Plan以后打算EDIImagingWorkflowInternetOthers其它How do you evaluate the systems and applications ability to meet the needs of business? Do you get any regula

32、r formal reporting?从满足业务需求的角度考虑，您如何评价目前的系统和应用程序？是否有定期的正式报告？Duality二元性Service服务Availability / reliability有用性/可靠性Change request activity / backlogs变革需求/代办事项Overall satisfaction总体中意程度How do you rate the resistance of users to accept application/system changes? 您如何评价用户对同意应用程序/系统变革的阻力？(1 for the least最弱,

33、 5 for the most最强)Applications/Systems应用程序/系统Rate评价Comment注释 What is (are) the major business requirement type, online transaction, batch, collaboration, integration, knowledge management, etc., from user departments? 用户部门提出了哪些要紧的业务需求，在线处理，批处理，协作，集成，知识治理等等？Does current IT infrastructure support thes

34、e requirements? 目前信息技术部门的基础设施能够满足这些需求吗？If yes, what kind of technologies are applied?若是，采纳了哪些技术？Business Requirement业务需求User Department用户部门IT Support?信息技术支持Technology技术(Mainframe, Client/Sever, Net-Centric, Standalone)Online transaction在线处理Batch批处理Collaboration协作Integration集成Knowledge Management知识治理

35、How about the total transaction volume per month? 每月的总处理量是多少？Please specify by user department.请具体指出用户部门。User Department用户部门0603/9903025/9903014/99031203/98031102/98031001/9803Transaction volume处理量Average data volume /transaction 平均数据量/处理Please describe the concentricity of the entity. How many loca

36、tions are the departments distributed? How is the average distance among them (100m, 200m, 500m, 1km, or more)? Are they connected by network now?请描述公司的地理集中性。多少个部门分布在多少地点？它们之间的平均距离是多少(100m, 200m, 500m, 1km, 或更远)？它们之间差不多拥有网络连接了吗？Please draw the existing network diagram with network capacity, network

37、protocol, network topology, specification of network components, server capacity, server configuration, database information, etc.请画出现有的网络图。包括，网络容量，网络拓扑结构，网络协议，网络具体构件，服务器容量，服务器设置，数据库等信息。Does the local architecture support external communication? If yes, who is the service provider for the connectivi

38、ty? What kind of service is used (Frame Relay, VSAT, DDN, X.25, ISDN, PSTN or others)?本地网络是否支持外部通讯？若是， 谁是服务提供商？采纳了哪种服务？(Frame Relay, VSAT, DDN, X.25, ISDN, PSTN,其它)Which business functions can be supported either via local network or external network? Please describe the network status & capacity.哪些

39、功能即可由本地网也可由外部网支持？请描述网络状态和容量。Function功能Local Network本地网External Network外部网Are there any statistical report to network traffic? Where are the major bottlenecks? Please provide detail information if yes.是否有网络通信的统计报告？要紧的瓶颈是什么？请提供详细的信息。Network Traffic Report :网络通信报告： Bottlenecks :瓶颈： How is the capacity

40、plan? Who will perform the sizing to network and system to meet the growth of the business requirement?网络容量打算是如何样的？谁将会为满足业务需求的增长而对网络和系统进行评估？Are there any redundant plan? Please describe if yes.是否有冗余打算？Are there any administration tools for network and system administration?是否有网络和系统的治理工具？Administrati

41、on Tools治理工具Network systems网络系统What is the current security solution? Any existing issue discovered?目前的安全问题是如何解决的？是否存在问题？How is the data stored, centralised or distributed? 数据是如何被存储，集中和分发的？采纳的是什么样的流程？What kind of procedure s are followed?Data Category数据分类Stored Type存储类型Storage Length存储长度Storage Medi

42、a存储介质Storage Site存储地点Decision Maker决策者User Department用户部门IT Department信息技术部门Which mechanism is used to provide access of the data and keep the consistence? Any tool is used for this purpose?如何提供数据访问以及保证数据的一致性？Tools工具Data Access数据访问Data Consistency数据一致性Do the user interface of applications support Ch

43、inese? Is any major issue addressed on the double-byte characters?应用程序的用户界面是否支持中文？处理双字节字问题是否差不多解决？Application应用程序Double-byte issue ?(support Chinese?)双字节问题(支持中文)Addressed?是否已解决Is there a development team in IT organization? How is the workload for that team? So far, what kind of applications have be

44、enare developed or under developing?在信息技术部门中是否有开发组？工作量有多少？到目前为止，差不多开发或正在开发的应用程序是哪些？Development team开发组Workload工作量Application Developed已开发的应用程序Application in Developing正在开发的应用程序What is the selection criteria of a developer? Please describe the requirement of skill.成为开发人员的条件是什么？请描述其在技术方面的要求。Position职位

45、Skill set技术要求How can you categorize the development team members? By skill / application /system or other? Please provide overall picture of the development team structure if possible.如何划分开发组成员？用技术/应用程序/系统依旧其它？假如可能的话，请提供开发组的总体组织结构和情况。By skill技术By application应用程序By system系统By others其它 Whats the proce

46、dure to issue a development jobHow is a development project be initiated? Usually, who is the initiative of the development and who is responsible for the approval?Who initiate and who will take the responsibilities?开发项目是如何被发起的？谁是发起人，谁是负责人？Decision Maker决策者User Department用户部门IT Department信息技术部门Job d

47、escription工作描述Initiator发起者Approver决策者What kind of methodology is applied in the development process / testing process?在开发和测试过程中，采纳了哪些方法论/软件工程？Methodology/Software engineering方法论/软件工程Development process开发过程Testing process测试过程Are there any global / regional / local standards to be applied onto the dev

48、elopment? Who is responsible for the application of the standard?是否有全球型/区域型/本地型开发标准？谁负责在程序开发过程中定义这些标准？Development Standards开发标准Standards definer标准定义者Global全球型Regional区域型Local本地型Please describe the typical development environment in the entity. Are there any standard to follow?请描述公司中的典型开发环境。是否有标准可循？D

49、evelopment environment: 开发环境： Existing Standards :现行标准： Which tools are used in the development and test, such as analysis tool, construction tool, project management tool, issue tracking tool, change control tool, version control tool, problem management tool, etc.?在开发和测试的过程中，采纳了哪些工具？例如，分析工具，建筑工具，项

50、目治理工具，问题跟踪工具，修改操纵工具，问题治理工具等等。Development tools开发工具Test tools测试工具Functions功能Which training courses are chosen to build up the development skill?有哪些为增加开发技术而开的培训课程 ？Training courses培训课程Skill to be improved增加的技术What is the budget for the development? Please list by category.开发的预确实是多少？Budget for预算2001997

51、1998200219992003Development开发Training培训License of Tools工具使用许可Third-party Support第三方支持Total 总额Is there an operation team in IT organization? How is the workload for that team? How are the operators operators organized (by function / application / system / other). Please provide organisation chart if

52、possible.在信息技术部门中是否有运作组？工作量是多少？人员如何组成？(通过功能/应用程序/系统/其它)。若可能，请提供组织结构图。Operation personnel/team运作组Workload工作量Function supported支持的功能Application supported支持的应用程序System supported支持的系统Others其它What is the selection criteria of an operator? Please describe the requirement of skill.成为运作人员的条件是什么？请描述其在技术方面的要求

53、。Position职位Skill set技术要求Are there any service agreement with user departments or hardware/software vendors?与其它用户部门或软硬件供应商是否有服务协议？User Department / vendor用户部门/供应商Service Agreement服务协议Internal内部或外部Is there a help desk in your company? If yes, please describe in detail:公司里是否有关心服务台？若有，请详述：Location地点Avai

54、lability有用性Service Agreement服务协议Service Content服务内容Issue Tacking Tools问题跟踪工具Local本地Remote远程Third Party第三方If no help desk, who will handle the user requests? Any standard for this kind of service? Any standard for this kind of service?若没有关心服务台，谁应处理用户的关心请求？是否有这种服务的标准？Personnel人员Workload工作量Services des

55、cription服务描述StandardsStandard标准What is the common communication channel / tool between users and request receiver?用户和需求同意者之间通常的交流方式是什么？Phone/voice mail电话/语音信件Fax传真Email (which tool)电子邮件(哪种工具)Other: 其它_Who will evaluate and prioritize the user request? How many levels regarding the priority levels ar

56、e set and which what criteria is are used? 谁会确定用户需求的优先级？ 在确定过程中使用什么样的标准，有多少个优先级不？Who 谁 : How many criteria Levels优先级不: Criteria description标准: Is there a centralised data centre in your region / company ? If yes, please describe.在公司或所在区域内，是否有一个集中的数据中心？请详述。Location地点Operator运作人员Service Agreement服务协议S

57、ervice Content服务内容Local本地Remote远程How many systems / applications are maintained by the operation teams? Please use specific description such as 2 Novell server, 3 network printerOperation TeamNetworkServerApplicationWhat are the routine tasks for the operation? Please have a short description.运作的日常工作是如何样的？请详述。Task任务Who人员Frequency频率Tool工具Description描述Monitor监视Backup 备份 xxxTeam A组ATeam B组BDaily日Daily日xxxXxxChec