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Human Research Ethics Approval number: H18REA268

Principal Investigator:  Murali Ramakrishnan

Principal Supervisor: Professor Jeffrey Soar

Co-supervisor:  Dr Anup Shrestha

This project is being undertaken as part of PhD reserach at the University of Southern Queensland (USQ).

The purpose of this project is to build a Knowledge repository for IT Service Management including process reference frameworks, skills and tools.

The ITSM Knowledge Repository (IKR) is a public facing web portal that can be accessed through the link 


The research team requests your assistance in evaluating  the usefulness of knowledge repository.

Your participation will involve completion of an online questionnaire that will take approximately  20 minutes of your time.

Questions will include evaluation statements regarding the relevance and ease of use. 

Your participation in this project is entirely voluntary. If you do not wish to take part you are not obliged to. If you decide to take part and later change your mind, you are free to withdraw from the project at any stage. You will be unable to withdraw data collected about yourself after you have participated in this questionnaire as we will not be able to identify you. If you do wish to withdraw from this project please contact the Research Team (contact details at the top of this form).

Your decision whether you take part, do not take part, or to take part and then withdraw, will in no way impact your current or future relationship with the University of Southern Queensland.

Participant Information

In this section, general information about participants is collected. There is no need to provide any personal details.

(This question is mandatory)
Please indicate your experience level in Information Technology domain
(This question is mandatory)
Please select the answer that best describes your industry
(This question is mandatory)
Organisation size
(This question is mandatory)
Please select the country in which you are currently working
ITSM Knowledge Repository Evaluation

Please visit   ITSM knowledge repository by following the link:


Please rate your agreement on each statement. You may also provide a written comment on the textbox on the right side to clarify your ratings.

(This question is mandatory)
ITSM Knowledge Repository (wiki.process-symphony.com.au) is useful and relevant to me
(This question is mandatory)
It is easy to find the relevant knowledge article in ITSM Knoweldge Repository (wiki.process-symphony.com.au)
(This question is mandatory)
The knowledge is visually well presented 
(This question is mandatory)
The content is easy to read and understand
(This question is mandatory)
I trust the information presented in ITSM Knowledge Repository (wiki.process-symphony.com.au)
(This question is mandatory)
The knowledge coverage is well distributed between multiple process reference frameworks and supporting tools
(This question is mandatory)
The knowledge reflects  current state of IT Service Management practice (the knowledge is not obsolete)
(This question is mandatory)
The content is well structured
(This question is mandatory)
I am able to read the contents properly in my device’s screen (computer, smart phone, tablet)
(This question is mandatory)
I feel comfortable and secure to browse the Knowledge Repository
(This question is mandatory)
In a scale of [ 0 to 10] how likely are you to recommend wiki.process-symphony.com.au to a friend or colleague? (0-not at all likely, 10-extremely likely)
What features and knowledge articles that are most useful to you?
What features and knowledge articles you would like to see in the ITSM Knowledge repository in future?