Auteur: Willem Winkels Datum: 31-03-2003 Plaats: Eindhoven Opdrachtgever:

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IBM Global Services Appendices afstudeeronderzoek Willem Winkels:

Integrated Service Delivery Documentatie-infrastructuur

Appendices Afstudeerscriptie Het structureren van documentatie

PHILIPS

Auteur: Willem Winkels Datum: 31-03-2003 Plaats: Eindhoven Opdrachtgever:

CE EHV Service Desk Glaslaan 2 –Eindhoven Gebouw SK

4e verdieping Kamer 51

Projectmanager:

Remco Hobbelen

Email:

remco_hobbelen@nl.ibm.com

Opleidingsinstantie:

Rijksuniversiteit Groningen Faculteit Bedrijfskunde Afstudeerrichting:

Business & ICT Postbus 800

9700 AV Groningen

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Inhoudsopgave

Bladzijde

Appendix 1 Flow-charts primair proces _____________________________________________ 3

Appendix 2 SCIM _______________________________________________________________ 7

Appendix 3 Resultaten vooronderzoek _____________________________________________ 12

Appendix 4 Audit-formulier______________________________________________________ 18

Appendix 5 Ingevulde Audits _____________________________________________________ 20

Appendix 6 Onderzoeksresultaten_________________________________________________ 42

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Appendix 1 Flow-charts primair proces 1a Detect & Register

Receive Call

1.2 Register Incident

Yes

No 1.1 Verify Call

1.7 Report incorrect asset information 1.4 Incident

related to Asset?

1.6 Correct Information?

Yes 1.3 Start Monitoring

1.5 Check Asset Information

2. Classify &

Assign

5. Monitor Incidents

No

Asset

Asset Report

Configuration Management

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1b Classify & Assign

Registered Incident

2.2 Verify Incident

No 2.1 Determine Severity, Impact,

Priority &

2 Research & Diagnose

C la s s i fi e d a n d a s s i g n e d I n c id e n t

3 . 3 A s s o c ia t e I n c id e n t t o

P r o b le m

Y e s

4 . R e s o lv e

3 . 4 S o l u t i o n A v a i la b l e ?

3 . 1 0 N o t i fy P M ? P r o b le m

M a n a g e m e n t Y e s

N o N o 3 . 1 M a t c h I n c id e n t t o

P r o b le m

3 . 8 ( R e ) A s s i g n ? N o

3 . 6 S e a r c h S o lu t io n

3 . 5 W o r k A r o u n d A v a i la b l e ? Y e s

N o

3 . 7 S o l u t i o n F o u n d ? Y e s

N o 3 . 2 M a tc h

F o u n d ?

Y e s

N o

3 . 9 A s s ig n I n c id e n t Y e s

5 . M o n it o r I n c id e n t s

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3 Resolve

Incident Solution

4.2 Incident Solved?

4.1 Communicate Solution

No

Yes

4.6 Close Incident

Solution Caller

End

4.3 Reclassification

Necessary?

Yes

No

2. Classify &

Assign

3. Research &

Diagnose

4.7 End Monitoring 5. Monitor

Incidents 4.4 Category

OK?

Yes

4.5 Correct Category No

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Appendix 2 SCIM

SYSTEM_ID COMPONENT_ID ITEM_ID MODULE_ID

Base

Mainframe

Mainframe Account PW reset

Network

Network Drive Mappings add drivemapping

Network Drive Mappings delete drive mapping

Network Drive Mappings change drive mapping

Network Connectivity add patch

Network Connectivity remove patch

Network Connectivity add switch

Network Connectivity remove switch

Network Connectivity change switch

Network Connectivity add DNS entry

Network Connectivity change DNS entry

Network Connectivity delete DNS entry

Network Connectivity add wins entry

Network Connectivity change wins entry

Network Connectivity delete wins entry

Network Account PW unlock

Network Account PW reset

Network Account add account

Network Account delete account

Network Account change account

Network Account add internet access

Network Account delete internet access

Network Restore homedir

Network Restore other networkdrive

Network Global group add global group

Network Global group delete global group

Network Global group change global group

Network Fix IP Address add fix ip address

Network Fix IP Address remove fix ip address

Server

Server Tivoli move server

Server Tivoli add server

Server Tivoli change server

Server Printserver add server

Server Printserver change server

Server Printserver move server

Workstation HW

Workstation HW Code Desktop

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Workstation HW Code Laptop

Workstation SW

Workstation SW chassis win 2000 code

Workstation SW PC BasicToolbox Acrobat Reader Workstation SW PC BasicToolbox Internet Explorer

Workstation SW PC BasicToolbox Lotus Notes change account Workstation SW PC BasicToolbox Lotus Notes add account

Workstation SW PC BasicToolbox Lotus Notes Sametime

Workstation SW PC BasicToolbox Lotus Notes mail restore Workstation SW PC BasicToolbox Lotus Notes account move Workstation SW PC BasicToolbox Lotus Notes password reset

Workstation SW PC BasicToolbox Lotus Notes add fuctioneel notes id

Workstation SW PC BasicToolbox MS Office Access

Workstation SW PC BasicToolbox MS Office Excel

Workstation SW PC BasicToolbox MS Office Frontpage

Workstation SW PC BasicToolbox MS Office Outlook

Workstation SW PC BasicToolbox MS Office Photodraw

Workstation SW PC BasicToolbox MS Office Powerpoint

Workstation SW PC BasicToolbox MS Office Project

Workstation SW PC BasicToolbox MS Office Publisher

Workstation SW PC BasicToolbox MS Office Word

Workstation SW PC BasicToolbox McAfee Virusscan virus alert Workstation SW PC BasicToolbox McAfee Virusscan not scanning

Workstation SW PC BasicToolbox McAfee Virusscan non anti virus software

Workstation SW PC BasicToolbox WinZip

Workstation SW PC OptionToolbx Citrix ICA Clnt no conectivity Workstation SW PC OptionToolbx Citrix ICA Clnt PW reset

Workstation SW PC OptionToolbx Intellisync

Workstation SW PC OptionToolbx Netsc Navigator

Workstation SW PC OptionToolbx PDS Client NT change dial-in account Workstation SW PC OptionToolbx PDS Client NT delete dail-in account Workstation SW PC OptionToolbx Proofing Tools

Workstation SW PC OptionToolbx Reflection no conectivity

Workstation SW PC OptionToolbx Reflection PW reset

Workstation SW PC OptionToolbx SafeGuard

Workstation SW PC OptionToolbx Van Dale add van Dale

Workstation SW PC OptionToolbx Van Dale delete van Dale

Workstation SW PC OptionToolbx Van Dale about Van Dale

Workstation SW PC OptionToolbx Visio

Workstation SW PC OptionToolbx VRAS

Workstation SW PC OptionToolbx acrobat writer add acrobat writer Workstation SW PC OptionToolbx acrobat writer delete acrobat writer Workstation SW PC OptionToolbx acrobat writer about acrobat writer

Workstation SW PC Custom Toolbox InterWis

Workstation SW PC Custom Toolbox I-Tutor

Workstation SW PC Custom Toolbox PhCst

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Workstation SW PC Custom Toolbox SAP BE PW reset

Workstation SW PC Custom Toolbox SAP BE connectivity

Workstation SW PC Custom Toolbox SAP CE PW reset

Workstation SW PC Custom Toolbox SAP CE connectivity

Workstation SW PC Custom Toolbox WSFTP

rapportage

rapportage Disk space department usage

rapportage Disk space total usage

rapportage Disk space user usage

rapportage user accounts total user accounts

rapportage user accounts new user accounts

rapportage user accounts deleted user accounts

rapportage printers printer queus

rapportage printers new printers

rapportage printers delete printers

rapportage lan groups user access

rapportage telephone call rates

rapportage telephone abandon rates

rapportage telephone waiting time

rapportage changes open

rapportage changes closed

rapportage Incidenten open

rapportage Incidenten closed

rapportage problems open

rapportage problems closed

rapportage network patches

rapportage network network load

Organisation

Organisation CMDB changes add department info Organisation CMDB changes change department info Organisation CMDB changes add department number Organisation CMDB changes delete depatment number Organisation CMDB changes change department number

Organisation request for info catalog

Organisation request for info call status

catalog

PC Peripherals

PC Peripherals CDROM/burner external hardware defect

PC Peripherals CDROM/burner external software defect

PC Peripherals CDROM/burner external add cdrom external

PC Peripherals CDROM/burner external remove cdrom external

PC Peripherals Floppy external hardware defect

PC Peripherals Floppy external add floppy external

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PC Peripherals Floppy external remove floppy external

PC Peripherals Battery pack hardware defect

PC Peripherals Battery pack software defect

PC Peripherals Battery pack add battery pack

PC Peripherals Battery pack remove battery pack PC Peripherals Docking station hardware defect PC Peripherals Docking station software defect PC Peripherals Docking station add dockingstation PC Peripherals Docking station remove dockingstation

PC Peripherals PALM hardware defect

PC Peripherals PALM software defect

PC Peripherals PALM add palm

PC Peripherals PALM remove palm

PC Peripherals Keyboard hardware defect

PC Peripherals Keyboard software defect

PC Peripherals Keyboard add keyboard

PC Peripherals Keyboard remove keyboard

PC Peripherals Modem hardware defect

PC Peripherals Modem software defect

PC Peripherals Modem add modem

PC Peripherals Modem remove modem

PC Peripherals Monitor hardware defect

PC Peripherals Monitor software defect

PC Peripherals Monitor add monitor

PC Peripherals Monitor remove monitor

PC Peripherals Mouse hardware defect

PC Peripherals Mouse software defect

PC Peripherals Mouse add mouse

PC Peripherals Mouse remove mouse

PC Peripherals Scanner hardware defect

PC Peripherals Scanner software defect

PC Peripherals Scanner add scanner

PC Peripherals Scanner remove scanner

PC Peripherals Other hardware defect

PC Peripherals Other software defect

PC Peripherals Other add other

PC Peripherals Other remove other

PC Peripherals Local printer hardware defect

PC Peripherals Local printer software defect

PC Peripherals Local printer add local printer PC Peripherals Local printer remove local printer

Server

Server Gateway add TPG

Server Gateway change TPG

Server Gateway remove TPG

Server firewall add firewall

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Server firewall change firewall

Server firewall remove firewall

Server application add application server

Server application remove application server

Server application change application server

Server windows 2000 server add windows 2000 server Server windows 2000 server remove windows 2000 server Server windows 2000 server change windows 2000 server

data management back-up on cd from local

data management back-up on cd from network

data management data recovery from disk

Workstation SW option toolbox add PDS\VRAS\TPDS Workstation SW option toolbox add notes database Workstation SW option toolbox delete notes database Workstation SW option toolbox change notes database

Workstation SW option toolbox add sametime

Workstation SW option toolbox delete sametime

Workstation SW non code software add application software Workstation SW non code software change application software Workstation SW non code software delete application software Workstation SW non code software script application software

Network Connectivity add FTP account

Network Connectivity delete ftp account

Network Connectivity change ftp account

Network Lan printer add Printqueue

Network Lan printer delete printerqueue

Network Lan printer change printerqueue

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Appendix 3 Resultaten vooronderzoek Questions: Employee 1

1. What, precise, is your function within the Service Desk?

1st-liner/call-taker.

2. Which tasks come forth out of your function?

Taking calls and closing the incidents as soon as possible. In the practical situation employee 1 is helping all of his collegues because he has alot of knowledge/experience about several things within the Service Desk.

3. What type of documentation do you need to perform these tasks?

For incidents employee 1 needs users-data and known solutions. Information to close the incidents.

4. In which degree are you familiar with ITIL?

Employee 1 has the ITIL-foundation certificate.

5. What do you see as pro’s and con’s of working according to the ITIL-method?

...

6. What was your very first impression of the manner in which documentation was shared within the Service Desk?

Chaotic and not transparant at all. Employee 1 gives the example of ‘software’. There is more than one folder named software so it is very time-consuming when looking for software-related items.

7. To your opinion, is it important for your work that you can access documentation ‘of others’?

Very important. When a colleque encounters a new type of incident and comes up with a solution it would-be efficient if employee 1 knew about this. Otherwise employee 1 would have to invent the wheel again when encountering the same incident for the first time.

8. When yes, what sort of documentation do you use ‘of others’?

Known solutions for incidents.

9. Do you think that for the functioning of others that it is important that they can access your documentation?

Yes, for the same reason as expressed in the answer of question 7.

10. What was your first impression of the S-drive?

Chaotic and not transparant.

11. Do you use the S-drive?

Not often, sometimes Employee 1 uses the S-drive for incidental use.

12. When yes, for which types of information do you use the S-drive?

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....

13. What do you think of the way the S-drive is structured? What is handy and what is not?

The S-drive is not very well structured. There are too many folders and the names of the folders are not representative.

14. Which folders are necessary and which are not?

...

15. What should be the basis of the new documentation-infrastructure?

The basis for the new documentation-infrastructure should be the SCIM. Everybody within the Service Desk knows how to work with the SCIM and they are positive about it.

16. Which things should be taken in consideration when designing the new documentation- infrastructure?

Employee 1 thinks it is essential to create a documentation-infrastructure in which a person can find documentation in a short time. He has made a tool for the Service Desk (not yet finished) in order to maintain this efficiency. A sort of a hyperlinked Index to all the documentation- infrastructure items.

17. In which manner do you look for documentation on the S-drive?

Employee 1 looks for information on the S-drive with help of his own index.

18. Are you satisfied with this way of searching?

Yes, much quicker

19. According to you, what things would make the searching of documentation more easy?

An index

20. When adding information, is it clear where the documentation should be saved?

No, different folders have the same name so it is not clear in which folder things should be saved.

21. Are there, besides the add-option and the search-option, other options that you think are of value for the new documentation-infrastructure?

No

22. What would you say about an ITIL-based documentation-infrastructure?

Employee 1 prefers a SCIM-based documentation-infrastructure.

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Questions: Employee 2

1. What, precise, is your function within the Service Desk?

1st-liner (70%) and Incident Manager (30%) 2. Which tasks come forth out of your function?

Taking calls and closing the incidents as soon as possible. When necessary Employee 2 dispatches calls to other parties (intern/extern).

3. What type of documentation do you need to perform these tasks?

He has a document in which these parties are identified (address, phone number, etc.).

Employee 2 knows by head when, which party has to be approached. There is a document in which these processes are described but Employee 2 doesn’t use this document.

4. In which degree are you familiar with ITIL?

Not at all!

5. What do you see as pro’s and con’s of working according to the ITIL-method?

None

6. What was your very first impression of the manner in which documentation was shared within the Service Desk?

Vague, not clear, complex.

7. To your opinion, is it important for your work that you can access documentation ‘of others’?

Ofcourse.

8. When yes, what sort of documentation do you use ‘of others’?

Documentation on how to work in different situations, Æ procedures.

9. Do you think that for the functioning of others that it is important that they can access your documentation?

Yes.

10. What was your first impression of the S-drive?

Shit.

11. Do you use the S-drive?

Not often.

12. When yes, for which types of information do you use the S-drive?

...

13. What do you think of the way the S-drive is structured? What is handy and what is not?

Employee 2 does not see any handy aspects of the current documentation-infrastructure (S- Drive).

14. Which folders are necessary and which are not?

...

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15. What should be the basis of the new documentation-infrastructure?

The SCIM should form the basis for the new documentation-infrastructure. Everybody is familiar with SCIM and it is similar to the problem-registration-system.

16. Which things should be taken in consideration when designing the new documentation- infrastructure?

Speed!!

17. In which manner do you look for documentation on the S-drive?

General Windows search option.

18. Are you satisfied with this way of searching?

No, it takes too much time!

19. According to you, what things would make the searching of documentation more easy.

20. When adding information, is it clear where the documentation should be saved?

No, this is not clear. Employee 2 suggests that there should be one person who is responsible for the maintenance of the documentation-infrastructure. When adding a file you should approach the documentation-infrastructure-manager and he will decide where to put the additional documentation.

21. Are there, besides the add-option and the search-option, other options that you think are of value for the new documentation-infrastructure?

No.

22. What would you say about an ITIL-based documentation-infrastructure?

...

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Meeting with Project-owner on 19 september:

Keep in view of the answers received from the questionnaires; I have come to the following conclusion about the new to be built in house for the S drive file management.

1. Most of the users are more concerned with structure of the S drive. Users are looking for a more logical structure, which would lead them to the files lying in a particular folder. With views from the users, I was able to get an idea for the structure of the S drive.

• User level access: every user will be able to access and view the folder that he needs. Each user will have their own named folders and will be able to view the folders and files that he uses and unnecessary folders and file which the user rarely uses will not be included.

• Organizational structure: Structure of the S drive should be reflective of the structure of the department. There were three categories of users identified.

• front end users;

• back end users;

• management.

The names of the folder should be symbolic of the files users are trying to locate. Every folder should be unique in its entity. Users should be able to distinguish the folder names and therefore help them to find the file lying in a particular folder. In most cases users are not able to find the folder in which the files are located. This results in waste of time.

Conclusion:

The users expect the applicationto be user friendly, simple, fast and should meet its purpose. Most of the users have emphasized on the structure of the S drive which theydon’t find logical. Some users do not have enough knowledgeabout the S drive and its functionality and hardly use it as a purpose to share information. The structures bars them away from using the S drive as a source of information for Service Desk employees.

To meet the expectation of the users we will

• redesign the structure of the S drive i.e. logical and simple

• rename the folders and make it more industry standard

• remove unnecessary folders

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We expect that our new application will have the following features:

• Search option: this feature will help the user to search foe files based on certain criteria (not yet specified).

• Add option: validate the type of file to be added to a certain folder. A more quick and precise option.

• Dynamically update and refresh the S drive

• The application will be web-based using lotus notes

• Documentation to help users gain a comprehensive knowledge of the features

of the application. This will make users more effcient and meet the purpose

of the S drive.

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IBM Global Services Appendices Afstudeeronderzoek Willem Winkels:

The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

Appendix 4 Audit-formulier

1. I can provide myself with all the relevant documentation to function in a good manner.

2. I am dependent of documentation of others within the Service Desk to function in a good manner.

3. When documentation is shared in a better way within the Service Desk, my functioning will improve.

4. The current way of sharing documentation within the Service Desk is not optimal.

5. In the current situation it takes too long for me to find the documentation I am looking for.

6. In the current situation I don’t know where to save new documentation?

7. There has to come a new way of sharing documentation within the Service Desk, a new documentation-infrastructure.

8. I currently get my documentation from:

9. The documentation I need for my functioning varies a lot. (e.g. documentation about/from Tivoli/Notes/McDonalds/etc.)

10. The documentation I need for my functioning is restricted to 1 or 2 specific areas.

11. I often use documentation about:

12. I often use documentation about a topic not mentioned in statements 11.

13. The new docum entation-infrastructure has to be based on Lotus Notes.

14. The new docum entation-infrastructure has to be linked with IRM.

15. The new docum entation-infrastructure has to be linked with Tivoli.

16. The look and feel of the new documentation- infrastructure is very important.

17. Working with the new documentation- infrastructure has to be logic and simple.

18. The look and feel can be som ething like the Lotus Notes manual. s.o.s.

19. The application must include a validation-option for adding documentation.

20. The application must include a search-option for locating documentation.

1strongly disagree

2

disagree

3 neutral 4 agree 5strongly agree

Question number

1 2 3 4 5 6 7

Yes No 8 S-Drive

Internet Personal Notes

Windows Help

Other

9

10

Topic Yes No 11 Incident Registration

Problems FAQ’s Configuration Items

Requests for Change

Reports Changes New Releases

Procedures & Work- Instructions Overall Management

Other

12 13 14 15

16 17 18 19 20

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21. When the new documentation-infrastructure is running I am going to use it more often.

22. The new docum entation-infrastructure can work optimal, even though the Service Desk employees don’t use is properly.

23. Sharing documentation effectively is a matter of team effort.

24. I am going to do my best to make the new documentation-infrastructure a success.

25. Someone within the Service Desk has to be responsible for the functioning of the new documentation-infrastructure.

26. A script must be written that checks if the documentation is added in the right place.

27. A script must be written that nominates old files for deleting.

28. A manual must be written which explains how to work with the new documentation-infrastructure.

29. A document must be written about how the new documentation-infrastructure has been developed.

Statement 18

1strongly disagree

2

disagree

21 22

23 24 25

26 27 28 29

Rem arks: ………

………

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Appendix 5 Ingevulde Audits Audit CE EHV Service Desk:

Werknemer1

1strongly disagree

2

disagree

x 1

x

2 x 3 x 4 x 5 x 6 x 7

Yes No 8

S-Drive x

Internet x

Personal Notes x

Windows Help

Other

x 9

x 10

Topic Yes No 11

Incident Registration x

Problems x

FAQ’s x

Configuration Items x

Requests for Change x

Reports x

Changes x

New Releases x

Procedures & Work- Instructions

x

Overall Management x

Other x

x 12 x 13 x 14 x 15

x 16 x 17 x 18

x 19 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statem ents written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(21)

22 The new docum entation-infrastructure can work optimal, even though the Service Desk employees don’t use is properly.

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

x 20 x 21 x 22

x 23 x 24 x 25

x 26 x 27 x 28 x 29

(22)

Audit CE EHV Service Desk: Werknemer 2

1strongly disagree

2

disagree

x 1 x 2 x 3 x 4 x 5 x 6 x 7

Yes No 8

S-Drive x

Internet x

Personal Notes X

Windows Help x

Other x

x 9

x 10

Topic Yes No 11

Incident Registration x

Problems x

FAQ’s x

Configuration Items x

Requests for Change x

Reports x

Changes x

New Releases x

x

Other x

x 12

x 13 x 14 x 15

x 16 x 17 x 18

19 x 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(23)

Integrated Service Deliv Documentatie-infrastructuur

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

x 21 x 22

x 23 x 24 x 25

26 x 27 x 28 x 29

(24)

Audit CE EHV Service Desk: Werknemer 3

1strongly disagree

2

disagree

x 1 x 2 x 3 x 4 x 5 x 6 x 7

Yes No 8 S-Drive

Internet x

Personal Notes Windows Help

Other x

x 9

x 10

Topic Yes No 11 Incident Registration

Problems FAQ’s Configuration Items

Requests for Change

Reports Changes

New Releases x

Procedures & Work- Instructions Overall Management

Other x

x 12 x 13 x 14 x 15

x 16 x 17 x 18 x 19 x 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(25)

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

x 21 x 22

x 23 x 24 x 25

x 26 x 27 x 28 x 29

(26)

Audit CE EHV Service Desk: Werknemer 4

1strongly disagree

2

disagree

X 1 X 2 X 3 X 4 X 5 X 6 X 7

Yes No 8

S-Drive X

Internet X

Personal Notes X

Windows Help X

Other x

X

9

x 10

Topic Yes No 11 Incident Registration x

Problems X

FAQ’s X

Configuration Items X Requests for Change X

Reports X

Changes X

New Releases X

Other x

x 12 X 13 X 14 X 15

x 16 X 17 X 18 X 19 x 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(27)

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

X 21 X 22

X 23 X 24

x

25

X 26 X 27 X 28 X 29

(28)

Audit CE EHV Service Desk: Werknemer 5

1strongly disagree

2

disagree

X 1 X 2 X 3 X 4 X 5 X 6 x 7

Yes No 8

S-Drive X

Internet X

Personal Notes x

Windows Help x

Other X 9

x 10

Topic Yes No 11

Incident Registration X

Problems X

FAQ’s X

Configuration Items X

Requests for Change X

Reports X

Changes X

New Releases X

X

Other

x 12 X 13 X 14 x 15

X 16 X 17 X 18

X 19 x 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(29)

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

X 21 X 22

X 23 X 24 X 25

X 26 X 27 X 28 x 29

(30)

Audit CE EHV Service Desk: Werknemer 6

1strongly disagree

2

disagree

X 1 X 2 X 3

X 4 X 5 X 6 x 7

Yes No 8

S-Drive X

Internet X

Personal Notes X

Windows Help X

Other x P-Drive

X 9

X 10

Topic Yes No 11

Incident Registration X

Problems X

FAQ’s X

Configuration Items X

Requests for Change X

Reports X

Changes X

New Releases X

X

Other

x 12 X 13

X 14 x 15

X 16 X 17 X 18 X 19 X 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(31)

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

x 21 X 22

X 23 X 24 X 25

X 26 X 27 X 28 X 29

(32)

Audit CE EHV Service Desk: Werknemer 7

1strongly disagree

2

disagree

X 1

X

2 X 3 X 4

X

5

x 6

X 7

Yes No 8

S-Drive x

Internet X

Personal Notes X

Windows Help X

Other X

X 9

X 10

Topic Yes No 11 Incident Registration X

Problems X

FAQ’s X

Configuration Items X Requests for Change X

Reports X

Changes X

New Releases X

X Overall Management

Other X

X 12 x 13 X 14 X 15

X 16 X 17

X 18 X 19 X 20 The purpose of this audit is to provide additional insights for developing a new documentation-infrastructure. Below there are 29 statements written down. I would like you to grade these statements varying from 1 (strongly disagree) till 5 (strongly agree).

(33)

Statement 18

Rem arks: ………

………

1strongly disagree

2

disagree

X 21

X

22

x X 23 X 24 X 25

X 26

x

27 X 28 x 29