| Sampling Factors: |
Location (Not Relevant: Single location)
Customer (Not Relevant: Similar customer types)
Size (Not Relevant: Size is not significant as similar size work requests identified)
Organizational Structure (Not Relevant: Single , small and flat organization)
Type of Work: 3 types of work profiles identified |
| Sampling Factor Values: |
Manpower | Desktop Support| (Type of Work): Whether network support, server management or desktop support, complete required support will be provided by the on-site team.
Remote Server Management (Type of Work): Server Management and Server Administration involves backup and restore, installation of software and scripts, resolving a problem, bug trapping, restarting services.
Remote Helpdesk Services (Type of Work): Ticket support through established channels like helpdesk, email, phone, chat for the client’s end-users. |
| Subgroups: |
MDSM: Manpower,server and desktop support
3 People, 3 Basic Units
– Manpower | Desktop Support|
RSM: Remote Server Management
10 People, 4 Basic Units
– Remote Server Management
RHS: Remote Helpdesk Services
21 People, 4 Basic Units
– Remote Helpdesk Services |