Organization Name：
（组织名称） IGT Solutions Pvt. Ltd.
（组织名称） IGT Solutions Pvt. Ltd.
Organizational Unit：
（组织单位） IT delivery covering Software enhancement and service request support services
（组织单位） IT delivery covering Software enhancement and service request support services
Maturity Level：
（成熟度） Maturity Level 5
（成熟度） Maturity Level 5
Appraisal End Date：
（评估结束日期） Jun 14, 2018
（评估结束日期） Jun 14, 2018
Lead Appraiser：
（主任评估师） Mangesh Katalkar
（主任评估师） Mangesh Katalkar
Sponsor：
（发起人） Ajit Vohra
（发起人） Ajit Vohra
- Sampling Summary：
（抽样汇总） -
Sampling Factors: Location (Not Relevant: One location i.e. Gurgaon – This has no bearing on process execution.)
Customer (Not Relevant: Standard processes defined at organization level are uniformly implemented across every customer in order to ensure consistent outcome in quality and customer experience.)
Size (Not Relevant: Work groups/basic units are of size that ranges from 2 to 30 persons and accounted for by Organizational Structure, Type of work and Lifecycle Model, their complexities are manageable due to the processes are common.)
Organizational Structure: TAS, SITA, Airline & Alliance verticals or divisions are depicted on an organization chart. Work is performed differently across three verticals/divisions. Process areas affected are Process areas affected are Project and Work Management, Service Establishment and Delivery process areas.
Type of Work: Work is performed differently based on the type of work i.e. Software Enhancement services, Service request support services. Process areas affected are Project and Work Management, Service Establishment and Delivery process areas.
Lifecycle Model: Work is performed differently based on the lifecycle model i.e. Service Request Workflow, Agile Lifecycle Model. Process areas affected are Project and Work Management, Service Establishment and Delivery process areas.Sampling Factor Values: Airline and Alliances (Organizational Structure): Airlines & Alliance portfolio builds, deploy software & services that are more tightly aligned with ever changing Travel industry business requirements of today’s dynamic market place in following functionalities • Airlines • Hospitality • Cruises • Railways • OTA
SITA (Organizational Structure): SITA has partnership with IGT providing services such that product development, managed services , product testing and staff augmentation for • Government programme • Airport programme • Passenger solution line
TAS (Organizational Structure): Travel Analytics Solution (TAS) is a Centre of Excellence (CoE) for IGT engaging in Data Warehousing and business intelligence solutions and offerings. As part of IGT”s IT practise, TAS provides both consulting services to the other IT projects and manages delivery of its own projects. TAS provides the following services • Green field implementation • Consulting • Support and Maintenance • Staff augmentation services
Software Enhancement Services (Type of Work): Software Enhancement Services covers Software Requirement Analysis, Design, Coding, Testing and Build & Release
Service Request Support Services (Type of Work): Service Request Support Services covers following activities based on project scope:- • Application Assessment & Due Diligence Phase • Knowledge Acquisition & Transition Phase • Shadow Support Phase • Primary Support Phase • Steady State (Service Request Execution) o Production o Maintenance • Project Improvement & Control
Service Request Workflow (Lifecycle Model): Each service raised by customer moves through the following phases: • Receive the Service Request and update the Service Request Tracker / client supplied tool with Service Request details. • Acknowledge the Service Request received as defined in the Project Plan • Analyze the Service Request and resolve it • Conduct the review • Deliver the Service Request • Update and Close the SR
Agile Lifecycle Model (Lifecycle Model): Scrum is an iterative incremental process of software development commonly used with agile software project management.Subgroups: SG1: Software Enhancement Services executed using Service Request Workflow from Airline and Alliances vertical
9 People, 2 Basic Units
– Airline and Alliances
– Software Enhancement Services
– Service Request Workflow
SG2: Service Request Support Services executed using Service Request Workflow from Airline and Alliances vertical
5 People, 1 Basic Units
– Service Request Workflow
– Service Request Support Services
– Airline and Alliances
SG3: Software Enhancement Services executed using Agile Lifecycle Model from SITA vertical
45 People, 2 Basic Units
– SITA
– Software Enhancement Services
– Agile Lifecycle Model
SG4: Service Request Support Services executed using Service Request Workflow from SITA vertical
8 People, 1 Basic Units
– Service Request Workflow
– Service Request Support Services
– SITA
SG5: Service Request Support Services executed using Service Request Workflow from TAS vertical
5 People, 2 Basic Units
– TAS
– Service Request Support Services
– Service Request Workflow
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