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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.
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
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
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