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

Courses

Software Engineering -- Advanced  (Computer Science)

Author Bios

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).

Backcover Copy

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.

This indispensable book 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 lookup. 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 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 lifecyles in service environments; outline how to start using CMMI; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.

Part Two describes generic goals and generic practices, then details the complete set of CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym 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.

This product is a member of the following series. Click on the series name to see the full list of products in the series.

• SEI Series in Software Engineering

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