Hewlett Packard Enterprise Services US Public Sector-CM

cmmirz

10年 ago

Sampling Summary： （抽样汇总）

Sampling Factors:	Location (Not Relevant: Entire organization works remotely, therefore location has not bearing on the services or processes performed.) Customer (Not Relevant: One customer, CMS, for all services performed.) Size (Not Relevant: If the work qualifies as a project then the same common process sets are used to perform the project work.) Organizational Structure (Not Relevant: All parts of OU use the common process sets.) Type of Work: Two different types of work are used by CMS Data Center Mainframe Operations: Help Desk / Business Support (Level 1 & 2) ; Technical Support (Level 3)
Sampling Factor Values:	Help Desk / Business Support (Type of Work): Services related to Level 1 and Level 2 support for customers. Techical Support (Type of Work): Services related to Level 3 technical support for customers.
Subgroups:	Help Desk / Business Support (Level 1/2): Help Desk / Business Support provided to customers (i.e. – Level 1 and 2 support) 5 People, 1 Basic Units – Help Desk / Business Support Technical Support (Level 3): Technical Support provided to customer including support above Level 2, i.e. – cycle support, production support, release support, 55 People, 7 Basic Units – Techical Support