Nowadays, IT Service management is one of the challenges of IT Service Providers (ISP), because of the demand of high quality of the service by customers. ISPs are continually striving to improve the quality of the service, while at the same time trying to reduce the costs (ITIL, 2003). Academics and practitioners have proposed and developed frameworks such as: Control Objective Information related Technology, Cobit1, which is composed  by five focus areas: strategic alignment,  Value Delivery, Resource Management, Risk Management and Performance measurement (Grembergen, 2003) (ITGI)  and the Information Technology Infrastructure Management, ITIL2,  which is widely accepted around the world for IT service management. ITIL provides a set of best practices of IT service management derived from public and private sector (ITIL, 2003)  and is composed by: Service Delivery (SD) is focus on delivering the service that the business requires in order to provide adequate support to the business customers (ITIL, 2003); Service Support (SS) is concerned with ensuring that the User has Access to the appropriate services to support the business functions (ITIL, 2002); Application Management addresses the complex subject of managing applications from the initial business need, through the Aplicationa management lifecycle, up to and including retirement (ITIL, 2002); Software Asset Management (SAM) is all of the infrastructure and processes necessary for the effective management, control and protection of the software assets within an organization, throughout all stages of their lifecycle (ITIL, 2003), Security Management is the process of managing a defined level of security on information and IT Services (ITIL, 2003); Infrastructure Management is concerned with the processes, organization and tools to provide a stable IT and communication infrastructure (ITIL, 2003); and IT Planning to Implement Service Management is concerned with the key issues to be considered when planning for the implementation of IT Service management and explains the steps required to implement or improve IT service provision (ITIL, 2003).

This questionnaire is focus on Service Delivery (version 2.0-3.0). According with ITIL Service Delivery is composed  by sub processes (ITIL, 2003) (ITIL, 2007):  Service Catalogue Management is a single source of consistent information on all of the agreed services;  Service Level Management  is the name given to the processes of planning, coordination, drafting, agreeing, monitoring and reporting on Service Level Agreements (SLA3); Financial Management is focus on managing the monetary resources of the organization; Capacity Management is responsible for ensuring that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner; IT service Continue Management is focus on supporting the overall Business Continuity management process by ensuring that the required IT technical and service facilities can be  recovered within required, and agreed, business timescale and Availability Management that is concerned with the design, implementation, measurement and management of IT Infrastructure Availability to ensure the stated business requirements for Availability are consistently met. Based on the activities, guidelines and performance Indicators of these processes, a checklist was developed in order to be used to collect information of the current situation of service delivery of the organization studied.



3 SLA is a written agreement between an IT Service Provider and the IT Customer(s), defining the key service targets and responsibilities of both parties

At the following the links to the questionnaires:



Research Group at the National University of Engineering in Nicaragua

Authors Johnny Flores Leonel Plazaola



Grembergen, W. V. 2003. IT governance and its mechanisms. s.l. : Proceeding of the 35th Hawaii International Conference on System Sciences, 2003.
ITGI, IT Governance Institute. COBIT 4.1. Governance Institute. [Online] [Cited: 5 1, 2008.]
ITIL. 2002. Application Management. s.l. : Office of Government Commerce, 2002. 0 11 330866 3.
—. 2003. Infrastructure Management. s.l. : Office ofGovernment Commerce, 2003. 0 11 330865 5.
—. 2003. Planing to Implement Service Management. s.l. : Office of Government Commerce, 2003. 0 11 330877 9.
—. 2003. Security Management. s.l. : Office of Government Commerce, 2003. 0 11 330014 X.
—. 2003. Service Delivery. Second edition. s.l. : The Stationery Office, 2003. 0-11-330015-8.
—. 2007. Service Design. s.l. : The Stationary Office, 2007. 978-11-331047-0.
—. 2002. Service support. s.l. : Office of Government Commerce (OGC), 2002. 011 330015 8.
—. 2003. Software Asset Management. s.l. : Office of Government Commerce, 2003. 0 11 330943 0.