CMMI for Services : Guidelines for Superior Service

by Forrester, Eileen; Buteau, Brandon; Shrum, Sandra

• ISBN13: 9780321635891
• ISBN10: 0321635892
• Edition: 1st
• Format: Hardcover
• Copyright: 2009-10-30
• Publisher: Addison-Wesley Professional

Summary

The authoritative, official introduction to CMMI-SVC, the powerful new process improvement framework for service providers of all kinds--Shows how the proven CMMI framework has been extended for the huge services marketplace, and how to use CMMI-SVC to optimize any service-related process.-An official SEI publication modeled on the bestselling book CMMI: Guidelines for Process Integration and Product Improvement.-Covers the entire CMMI-SVC model, with practical notes and real-world case studies. The CMMI framework has long provided powerful process improvement tools for organizations that build software and other products. But 80% of the global economy is now based on services, not products. SEI, the creators for CMMI, has now extended the CMMI framework to reflect the unique challenges of process improvement in service industries. In this book, three members of CMMI-SVC development team walk through this new model from start to finish, explaining each element and showing how it can be applied in real-world services organizations. Modeled after the widely used CMMI: Guidelines for Process Integration and Product Improvement, this official SEI publication is both a comprehensive reference and a hands-on tutorial. Using it, service provider organizations can establish, manage, and improve services that more successfully meet the needs of both customers and users. They will learn how to make better decisions, avoid common problems, manage existing processes more effectively, and seize new opportunities. The authors begin by thoroughly explaining CMMI-SVC, its concepts, and its use. Next, they present a complete reference of best practices, organized for fast access. Practical notes, tips, hints, and case studies clarify the model and show how it can be applied in a wide range of environments. Finally, in Part III, the authors bring together glossaries, acronyms, and other essential reference information available nowhere else.

Author Biography

Many people from diverse organizations have contributed their insight and experience to CMMI for Services and are still helping to improve it. The Software Engineering Institute (SEI) continues to play a central role in the model’s ongoing development, as well as in related training and support. The authors of this book have been members of the CMMI for Services Development Team since the model’s inception. Eileen C. Forrester is a senior member of the technical staff in the Software Engineering Process Management program at the SEI and the SEI lead for CMMI for Services. Brandon L. Buteau is a Technical Fellow, technologist, and quality architect at Northrop Grumman and is the lead architect for the model. Sandy Shrum is a senior writer and editor at the SEI and a coauthor of CMMI ^®, Second Edition, (Addison-Wesley, 2007) and CMMI ^®-ACQ (Addison-Wesley, 2009).

Table of Contents

Preface xiii

Acknowledgments xix

 

Part One–About CMMI for Services 1

 

Chapter 1: Introduction 3

Do You Need CMMI? 3

How Does CMMI Help You Solve These Problems? 5

How Can CMMI Benefit You? 7

The History of CMMI 7

CMMI Framework 9

CMMI for Services 9

Important CMMI-SVC Concepts 11

 

Chapter 2: Process Area Components 21

Required, Expected, and Informative Components 21

Using Required, Expected, and Informative Components 22

Model Components on the Page 22

Model Component Relationships 25

Components Descriptions 25

Supporting Informative Components 30

Numbering Scheme 31

 

Chapter 3: How to Start Using CMMI 33

Important Roles in Process Improvement 33

SCAMPI Appraisals 36

CMMI Training 37

An Approach to Getting Started 38

How to Get There 46

 

Chapter 4: Achieving Process Improvement That Lasts 51

Overview 51

Lasting Improvement 51

Understanding Generic Practices 55

Understanding Capability Levels 57

Understanding Maturity Levels 58

Comparing Capability Levels and Maturity Levels 60

Equivalent Staging 63

 

Chapter 5: Relationships among Process Areas 69

Relationships That Drive Service Establishment and Delivery 70

Relationships That Drive Service Management 73

Lifecycles 75

 

Chapter 6: Essays about CMMI for Services 85

Using CMMI-SVC in a DoD 0rganization 85

What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing 89

Plans Are Worthless 98

How to Appraise Security Using CMMI for Services 103

Public Education in an Age of Accountability 107

National Government Services Uses CMMI-SVC and Builds on a History with CMMI-DEV 112

Treating Systems Engineering as a Service 115

Are Services Agile? 122

Legal Services in a Changing World 128

CMMI and Corporate Social Responsibility 133

Expanding the Universe of CMMI with the CMMI for Services Constellation 141

 

Part Two–Generic Goals and Generic Practices, and the Process Areas 147

Generic Goals and Generic Practices 149

Capacity and Availability Management 225

Causal Analysis and Resolution 245

Configuration Management 255

Decision Analysis and Resolution 267

Integrated Project Management 277

Incident Resolution and Prevention 297

Measurement and Analysis 315

Organizational Innovation and Deployment 331

Organizational Process Definition 347

Organizational Process Focus 361

Organizational Process Performance 375

Organizational Training 385

Project Monitoring and Control 397

Project Planning 409

Process and Product Quality Assurance 437

Quantitative Project Management 445

Requirements Management 465

Risk Management 475

Supplier Agreement Management 491

Service Continuity 507

Service Delivery 523

Service System Development 543

Service System Transition 569

Strategic Service Management 581

 

Part Three–The Appendices and Glossary 593

Appendix A: References 595

Appendix B: Acronyms 601

Appendix C: CMMI for Services Project Participants 605

Appendix D: Glossary 609

 

Book Contributors 643

Index 653