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CMMI

Book 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.

Table of Contents

  1. Title Page
  2. Copyright Page
  3. Contents
  4. Preface
  5. Acknowledgments
  6. Part One. About CMMI for Services
    1. Chapter 1. Introduction
    2. Chapter 2. Process Area Components
    3. Chapter 3. How to Start Using CMMI
    4. Chapter 4. Achieving Process Improvement that Lasts
    5. Chapter 5. Relationships Among Process Areas
    6. Chapter 6. Essays About CMMI for Services
  7. Part Two. Generic Goals and Generic Practices, and the Process Areas
    1. Generic Goals and Generic Practices
    2. Capacity and Availability Management: A Project and Work Management Process Area at Maturity Level 3
    3. Causal Analysis and Resolution: A Support Process Area at Maturity Level 5
    4. Configuration Management: A Support Process Area at Maturity Level 2
    5. Decision Analysis and Resolution: A Support Process Area at Maturity Level 3
    6. Incident Resolution and Prevention: A Service Establishment and Delivery Process Area at Maturity Level 3
    7. Integrated Work Management: A Project and Work Management Process Area at Maturity Level 3
    8. Measurement and Analysis: A Support Process Area at Maturity Level 2
    9. Organizational Process Definition: A Process Management Process Area at Maturity Level 3
    10. Organizational Process Focus: A Process Management Process Area at Maturity Level 3
    11. Organizational Performance Management: A Process Management Process Area at Maturity Level 5
    12. Organizational Process Performance: A Process Management Process Area at Maturity Level 4
    13. Organizational Training: A Process Management Process Area at Maturity Level 3
    14. Process and Product Quality Assurance: A Support Process Area at Maturity Level 2
    15. Quantitative Work Management: A Project and Work Management Process Area at Maturity Level 4
    16. Requirements Management: A Project and Work Management Process Area at Maturity Level 2
    17. Risk Management: A Project and Work Management Process Area at Maturity Level 3
    18. Supplier Agreement Management: A Project and Work Management Process Area at Maturity Level 2
    19. Service Continuity: A Project and Work Management Process Area at Maturity Level 3
    20. Service Delivery: A Service Establishment and Delivery Process Area at Maturity Level 2
    21. Service System Development: A Service Establishment and Delivery Process Area at Maturity Level 3
    22. Service System Transition: A Service Establishment and Delivery Process Area at Maturity Level 3
    23. Strategic Service Management: A Service Establishment and Delivery Process Area at Maturity Level 3
    24. Work Monitoring and Control: A Project and Work Management Process Area at Maturity Level 2
    25. Work Planning: A Project and Work Management Process Area at Maturity Level 2
  8. Part Three. The Appendices
    1. Appendix A. References
    2. Appendix B. Acronyms
    3. Appendix C. CMMI Version 1.3 Project Participants
    4. Appendix D. Glossary
  9. Book Contributors
  10. Index
  11. Footnotes
    1. Preface
    2. Chapter 1
    3. Chapter 2
    4. Chapter 4
    5. Chapter 6