||Location (Not Relevant: Projects considered are developed from the same site in Lima.)
Customer (Not Relevant: Operational processes are always based on the same set of processes following the standard tailoring guidelines.)
Size (Not Relevant: Size is shadowed by the type of work, being the type of activity determinant when considering the size of the team, the scope of the services and the service requests. In consequence, the relevance of the factor is considered jointly with the factor Type of Work.)
Organizational Structure (Not Relevant: The structure is common for all the units, having a Unit Manager and a team of Service Engineers.)
Type of Work: The organization delivers the following four kind of services: Testing Factory, Maintenance (Application Management), Service Desk and outsourced Agile teams, resulting in a different sample of sub-processes being statistically managed.
|Sampling Factor Values:
||Testing Factory (Type of Work): Contracts for delivering software certification services, through functional testing and QA reviews.
Maintenance Contracts (Type of Work): Application Management contracts.
Service Desk (Type of Work): Customer support services for addressing and managing system’s incidents and support requests.
Outsourced Agile Teams (Type of Work): Outsourced teams using agile methodologies delivering development services to customers.
1. SVCDESK: Level-1 support services for addressing and managing systems incidents and support requests.
20 People, 4 Basic Units
– Service Desk
2. AMSVC: Maintenance contracts for supporting applications through the attention to incidents and the implementation of small enhancement requests.
110 People, 4 Basic Units
– Maintenance Contracts
3. TSTFACT: Testing contracts for certifying development requests as a third party, before the new requests go into production.
120 People, 5 Basic Units
– Testing Factory
4. AGTEA: Outsourced teams using agile methodologies delivering development services to customers.
55 People, 6 Basic Units
– Outsourced Agile Teams