Description
CMMI for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction. The newest CMMI constellation, CMMI-SVC version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method. The indispensable CMMI for Services, Second Edition, comprises both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and to show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers. The book is divided into three parts. Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecycles in service environments; outline how to start using CMMI-SVC; explore how to achieve process improvements that last; and offer insights into the relationships among process areas. Part Two describes generic goals and practices, and then details the complete set of twenty-four CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym and are tabbed for easy reference. Part Three contains several useful resources, including CMMI-SVC-related references, acronym definitions, a glossary of terms, and an index. Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement. 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 to Solve These Problems? 5 How Can CMMI Benefit You? 7 Evolution of CMMI 8 CMMI Framework 10 CMMI for Services 10 Important CMMI-SVC Concepts 11 Chapter 2: Process Area Components 21 Core Process Areas and CMMI Models 21 Required, Expected, and Informative Components 21 Components Associated with Part Two 22 Supporting Informative Components 27 Numbering Scheme 29 Typographical Conventions 29 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 51 Understanding Capability Levels 52 Using Capability Levels 53 Understanding Maturity Levels 55 Using Maturity Levels 57 Using Capability Levels and Maturity Levels 57 Equivalent Staging 59 Achieving High Maturity 63 Chapter 5: Relationships Among Process Areas 65 Relationships that Drive Service Establishment and Delivery 66 Relationships that Drive Service Management 69 Lifecycles 71 Chapter 6: Essays About CMMI for Services 79 A Changing Landscape 79 Expanding Capabilities across the “Constellations” 86 CMMI for Services, with a Dash of CMMI for Development 89 Enhancing Advanced Use of CMMI-DEV with CMMI-SVC Process Areas for SoS 94 Multiple Paths to Service Maturity 97 Using CMMI-DEV and ISO 20000 Assets in Adopting CMMI-SVC 102 Experience-Based Expectations for CMMI-SVC 111 An IT Services Scenario Applying CMMI for Services: The Story of How HeRus Improved Its IT Services 116 Are Services Agile? 129 What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing 135 Public Education in an Age of Accountability 143 Applying CMMI-SVC for Educational Institutions 148 Plans Are Worthless 159 CMMI Ensures Vehicle Insurance Services 164 Security and CMMI for Services 173 Part Two: Generic Goals and Generic Practices, and the Process Areas 187 Generic Goals and Generic Practices 189 Capacity and Availabili ty Management 261 Causal Analysis and Resolution 281 Configuration Management 291 Decision Analysis and Resolution 305 Incident Resolution and Prevention 315 Integrated Work Management 335 Measurement and Analysis 357 Organizational Process Definition 375 Organizational Process Focus 389 Organizational Performance Management 405 Organizational Process Performance 425 Organizational Training 441 Process and Product Quality Assurance 453 Quantitative Work Management 461 Requirements Management 483 Risk Management 493 Supplier Agreement Management 509 Service Continuity 523 Service Delivery 539 Service System Development 561 Service System Transition 595 Strategic Service Management 609 Work Monitoring and Control 621 Work Planning 633 Part Three: The Appendices 661 Appendix A: References 663 Appendix B: Acronyms 669 Appendix C: CMMI Version 1.3 Project Participants 673 Appendix D: Glossary 681 Book Contributors 715 Index 729
