| Sampling Factors: |
Location (Not Relevant: All Projects are operating for only one location and support functions are operating from two locations and process followed is not influenced by location)
Customer (Not Relevant: The process followed by IT Services projects is same across all customers and customer is not an influencing factor)
Size (Not Relevant: All projects in the OU are of Medium in size and the process followed is not influenced by size)
Organizational Structure (Not Relevant: The organization is a flat structure and process followed is not influenced by organizational structure)
Type of Work: There are three types of IT service work being performed by organization and the process followed varies slightly as per each type of service |
| Sampling Factor Values: |
Tier1 (Type of Work): Tier 1 IT support
Tier 2 (Type of Work): Tier 2 IT support
MS (Type of Work): Managed Services Support |
| Subgroups: |
CRITIER1: IT service projects providing tier 1 IT support in the OU
10 People, 1 Basic Units
– Tier1
CRITIER2: IT service projects providing tier 1 IT support in the OU
24 People, 1 Basic Units
– Tier 2
CRIMS: IT service projects providing tier Managed Services Support in the OU
2 People, 1 Basic Units
– MS |