| Sampling Factors: |
Location (Not Relevant: One location i.e. Mumbai – This has no bearing on process execution.)
Customer (Not Relevant: Work is performed for the internal customers. Standard processes defined at organization level are uniformly implemented for customer in order to ensure consistent outcome in quality and customer experience.)
Size (Not Relevant: Work group/basic unit are of size that ranges from 25 to 60 persons accounted for by Organizational Structure.)
Organizational Structure: Departments/Divisions of BU are depicted on an organization chart. Work is performed differently across different departments. Process areas affected are Work Management, Service Establishment and Delivery process areas.
Type of Work (Not Relevant: Type of work includes Support Services for enterprise IT activities accounted for by Organizational Structure. Standard processes defined at organization level are implemented to execute the work.) |
| Sampling Factor Values: |
Employee Digital Experience (Organizational Structure): Employee Digital Experience department provides support services such as Level 1 Technical Support, multi device multimedia communication service.
IT Infrastructure platform (Organizational Structure): IT Infrastructure platforms department provides support services such as data center operations, network management, SAP basis technical support. |
| Subgroups: |
SG1: Support services from Employee Digital Experience
70 People, 2 Basic Units
– Employee Digital Experience
SG2: Support services from IT Infrastructure platform
130 People, 3 Basic Units
– IT Infrastructure platform |