CMMI for Services — CMMI-SVC

Overview
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CMMI for Services (CMMI-SVC) is part of the CMMI product family of process maturity models. It is a framework to guide organizations in improving their IT service delivery processes and to characterize the maturity of their IT operations. CMMI-SVC is an industry neutral model that can apply to any service industry.

CMMI for Services
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CMMI-SVC sets up proven practices into a structure that helps an organization to assess its organizational maturity and process area capability, establish priorities for improvement, and guide the process improvement initiative.

It is a compendium of proven practices which enables service focused organizations to effectively

• …decide what services they should be providing, define standard services, and let people know about them
• …make sure they have everything they need to deliver a service, including people, processes, consumables, and equipment
• …make sure they have the resources needed to deliver services and that services are available when needed— at an appropriate cost
• …get new systems in place, change existing systems, retire obsolete systems, all while making sure nothing goes terribly wrong with the service
• …set up agreements, take care of service requests, and operate service systems
• …handle what goes wrong— and prevent it from going wrong in the first place if possible
• …ensure they are ready to recover from potential disasters and get back to delivering services if the disaster occurs

Going by the CMMI model definition: “Services are useful intangible and non-storable results delivered through a service system.”

CMMI-SVC has synergies with models & standards like CMMI-DEV, ITIL, ISO/IEC 20000, CobiT and IT Service Continuity Management.

New Process Areas
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• Capacity and Availability Management (CAM)
• Incident and Request Management (IRM)
• Organizational Service Management (OSM) [optional]
• Problem Management (PRM)
• Requirements Management (REQM)
• Service Continuity (SCON) [optional]
• Service Delivery (SD)
• Service System Development (SSD) [optional]
• Service Transition (ST)

Capacity and Availability Management (CAM)
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Capacity and Availability Management (CAM) ensures effective service system performance and ensures that resources are provided and used effectively to support service requirements.

Service Continuity (SCON)
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Service Continuity (SCON) establishs and maintains plans to ensure continuity of services during and following any significant disruption of normal operations.

Incident Resolution and Prevention (IRP)
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Incident Resolution and Prevention (IRP) ensures timely and effective resolution of service incidents and prevents of service incidents as appropriate.

Service Delivery (SD)
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Service Delivery (SD) delivers services in accordance with service agreements. This process area focuses on the following:

• Establishing and maintaining service agreements
• Preparing and maintaining a Service Delivery approach
• Preparing for Service Delivery
• Delivering services
• Receiving and processing service requests
• Maintaining service systems

Specific Goals and typical work products:

• SG 1: Establish Service AgreementsService agreements are established and maintained.
  • SP 1.1: Analyze Existing Agreements and Service DataAnalyze existing service agreements and service data to prepare for expected new agreements.Typical Work Products:
    • Customer descriptions of plans, goals, and service needs
    • Results of customer and end-user satisfaction surveys and questionnaires
    • Results of assessments of provider capability to meet customer needs
  • SP 1.2: Establish the Service AgreementEstablish and maintain the service agreement.Typical Work Products:
    • Service agreement
• SG 2: Prepare for Service Delivery
  • SP 2.1: Establish the Service Delivery Approach
  • SP 2.2: Prepare for Service System Operations
  • SP 2.3: Establish a Request Management System
• SG 3: Deliver Services
  • SP 3.1: Receive and Process Service Requests
  • SP 3.2: Operate the Service System
  • SP 3.3: Maintain the Service System

Service System Development (SSD)
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Service System Development (SSD) analyzes, designs, develops, integrates, verifies, and validates service systems, including service system components, to satisfy existing or anticipated service agreements.

Service System Transition (SST)
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Service System Transition (SST) deploys new or significantly changed service system components while managing their effect on ongoing Service Delivery.

Strategic Service Management (STSM)
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Strategic Service Management (STSM) establishs and maintains standard services in concert with strategic needs and plans.

Process Maturity
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CMMI-SVC: process maturity and maturity levels — © SEI, Carnegie Mellon Univ.

Value of CMMI-SVC
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• Rigorous yet flexible framework
• Improved Service Level Agreement compliance & delivery efficiency
• Improved customer satisfaction
• Optimized capacity utilization
• Effective change management
• Roadmap to service maturity
• Gain a marketing/competitive edge

Synergies with CMMI-DEV
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• CMMI-SVC is an evolution from the earlier CMMI-DEV that have addressed Development as well as Acquisition of Products and Services. CMMI-SVC is focused on delivery of Services.
• 16 of the 24 Process Areas come from the CMMI-DEV. For all constellations — the CMMI constellations give a common approach to implement many Project Management, Organizational Process Management and Supporting areas of work in an organization.
• CMMI-SVC is also supported by the SCAMPI appraisal methodologies.

Further Readings
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