Organization Name：
（组织名称） GMC Software Technology s.r.o.
（组织名称） GMC Software Technology s.r.o.
Organizational Unit：
（组织单位） Research & Development, Customer Support
（组织单位） Research & Development, Customer Support
Maturity Level：
（成熟度） Maturity Level 2
（成熟度） Maturity Level 2
Appraisal End Date：
（评估结束日期） Feb 14, 2014
（评估结束日期） Feb 14, 2014
Lead Appraiser：
（主任评估师） Klaus Hoermann
（主任评估师） Klaus Hoermann
Sponsor：
（发起人） Zbynek Hodic
（发起人） Zbynek Hodic
- Sampling Summary：
（抽样汇总） -
Sampling Factors: Location (Not Relevant: There are several locations but with no impact on how processes are being performed.)
Customer (Not Relevant: There are different internal customers but with no impact on how processes are being performed.)
Size (Not Relevant: The organization distinguishes small and large projects but with no impact on how processes are being performed.)
Organizational Structure (Not Relevant: These have no impact on how processes are being performed.)
Type of Work: Applicable types are: SCRUM delopment, traditional development, 1st level support, 2nd level supportSampling Factor Values: SCRUM development (Type of Work): Managing project using the SCRUM method
Traditional development (Type of Work): Managing projects using traditional PM methods (non-agile)
1st level support (Type of Work): Users of GMC products can contact the 1st level support in case they have questions or problems. In case of problems they would typically supply context information and data. Supporters will be able to answer most of the questions and solve common problems. For special problems the 2nd level support will be involved.
2nd level support (Type of Work): The 2nd level support is involved by the 1st level support in case of more difficult problems. 2nd level supporters are not in contact with customers, they always operate through 1st level support. If 2nd level supporters can not solve the problem the corresponding development team is involved.Subgroups: SCRUM development: All SCRUM projects
44 People, 4 Basic Units
– SCRUM development
Traditional development: All projects not using SCRUM
19 People, 4 Basic Units
– Traditional development
1st level support: Users of GMC products can contact the 1st level support in case they have questions or problems. In case of problems they would typically supply context information and data. Supporters will be able to answer most of the questions and solve common problems. For special problems the 2nd level support will be involved.
23 People, 3 Basic Units
– 1st level support
2nd level support: The 2nd level support is involved by the 1st level support in case of more difficult problems. 2nd level supporters are not in contact with customers, they always operate through 1st level support. If 2nd level supporters can not solve the problem the corresponding development team is involved.
11 People, 1 Basic Units
– 2nd level support
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