| Sampling Factors: |
Location (Not Relevant: All the units considered in the scope of the appraisal are based in production units in Spain, managed from the company Headquarters, in a common manner, following the same processes)
Customer (Not Relevant: AXPE Consulting processes and standard tools always drive processes in place)
Size (Not Relevant: Size is irrelevant being all the projects either continuous services contracts or development projects over twelve men*month effort.)
Organizational Structure (Not Relevant: Structure is common for all the units, having a Unit Manager and two layers of professionals, Senior and Junior Engineers / Service deliverers)
Type of Work: This point consolidates the key factor affecting the way in which processes are being implemented, resulting in Development projects and Support Services
Platform: The development platform results in two independent baselines for development projects: .Net development projects and Java development projects
Type of Managed Service: The main stream of activities when delivering services is affected by three categories of work to be done: Request Management, Request Implementation and End User Support |
| Sampling Factor Values: |
DEV (Type of Work): Development projects
SVC (Type of Work): Managed Services
.Net (Platform): Development projects on top of Visual Studio
Java (Platform): Java based development projects
RM (Type of Managed Service): The involvement is associated to managing the requests, being implemented by other supplier, or even the final customer.
RI (Type of Managed Service): The involvement is associated to implementing the requests.
EUS (Type of Managed Service): The scope of the service is End User Support, the classical Incident Management in ITIL |
| Subgroups: |
1. DEV. .Net: Development projects on top of .Net platforms.
63 People, 7 Basic Units
– DEV
– .Net
2. DEV. Java: Development projects on top of Java platforms
66 People, 6 Basic Units
– Java
– DEV
3. SVC.RM: Services for managing user requests, coordinating the affected groups that should have to be involved for fixing an incident
186 People, 6 Basic Units
– SVC
– RM
4. SVC.RI: Services for implementing user requests, in IT environments, with the result of balancing environments, managing databases, and similar technology related services
185 People, 5 Basic Units
– RI
– SVC
5. SVC.EUS: Services for implementing end user support desks
72 People, 4 Basic Units
– SVC
– EUS |