| Sampling Factors: |
Location (Not Relevant: The ticketing service is provided in the same way, by using the same processes and tools in the three Centers: Madrid, Miguelturra and Blimea)
Customer (Not Relevant: The service has been designed to be independent from customer; only small adaptations are admitted according the rules established in the Service Card that do not affect the standard service execution))
Size (Not Relevant: Tiketing service does not depends on size)
Organizational Structure (Not Relevant: Corresponds one to one with Technology)
Type of Work (Not Relevant: Only the Ticketing Service is under the appraisal scope)
Technology: Technology – There are differences in service management practices if the service is based on JAVA or in .NET |
| Sampling Factor Values: |
Java (Technology): Ticketing services offered on applications devleopped in Java
.NET (Technology): Ticketing services offered on applications devleopped in .NET |
| Subgroups: |
JAVA: Ticketing services provided on applications based on Java technology, executed in any center
5 People, 2 Basic Units
– Java
.NET: Ticketing services provided on applications based on .NET technology, executed in any center
8 People, 2 Basic Units
– .NET |