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CMMI for Services: an initial Exposure. March 13, 2009 JFR Consulting [email protected] Stretching the Brain. TOC. What is a service? CMMI-SVC structure and DEV model deltas Let’s Pretend Group Participation Some Numbers Final Quiz Controversy? … I hope not Take a Look.

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stretching the brain
Stretching the Brain

JFR Consulting

slide3
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

what are services
What are Services?
  • Services form a distinct category of product
    • A service is an intangible, non-storable product (e.g., operations, maintenance, logistics, IT)
    • Services imply ongoing relationships governed by service agreements
    • Services are delivered through the operation of a service system
    • Services are simultaneously produced and consumed

JFR Consulting

Source: SEI training

what is a service
What is a Service?
  • Many service providers deliver combinations of services and goods. A single service system can deliver both types of products. For example, a training organization may deliver training materials along with its training services.
  • Services may be delivered through combinations of manual and automated processes.

JFR Consulting

Source: SEI training

the services setting
The Services Setting

Figure 4‑1: Product versus Services Development/Delivery Timeline. In development and delivery of products, most of the effort is spent in the development of the product and relatively little in its delivery. For services, the reverse is true. Most of the time is spent in the delivery of the service and relatively little in its development.

[CMMI for Services- Ceva, Pumar, Ryskowski, Ward- April, 2005]

JFR Consulting

project for example
Project for example
  • In the context of CMMI-SVC, the term project is interpreted to encompass all of the resources required to satisfy a service agreement with a customer. Thus the concept of project management in this context is intended to be similar to the concept of service management in other standards and models, although the correspondence may not be exact.

JFR Consulting

Source: SEI training

service provider examples
Service Provider Examples
  • Hospital
  • School
  • Cell phone provider
  • Restaurant
  • Airline
  • Lead appraiser
  • SEI
  • Others?

JFR Consulting

slide9
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

cmmi svc
CMMI-SVC

JFR Consulting

the cmf cmmi model foundation
the CMF (CMMI Model Foundation)
  • “To allow the use of multiple models within the CMMI Framework, model components are classified as either common to all CMMI models or applicable to a specific model. The common material is called the “CMMI Model Foundation” or “CMF.”
  • There are 16 Process Areas that constitute the CMF, these are also known as “Core” Process Areas.

JFR Consulting

Source: SEI training

the product suite

CMMI-SVC

Training

16 Core

Process Areas

SCAMPI

CMMI-DEV

CMMI-ACQ

The Product Suite

A “constellation” is defined as a collection of components that are used to construct models, training materials, and appraisal materials in an area of interest.

JFR Consulting

Source: SEI training

cmmi svc new process areas
CMMI-SVC new Process Areas

PA Addition

Service System Development

(SSD)

Incident

Resolution &

Prevention

(IRP)

Service

Continuity

(SCON)

Capacity &

Availability

Management

(CAM)

Strategic

Service

Management

(SSM)

Service

System

Transition

(SST)

Service Delivery

(SD)

JFR Consulting

quiz 1
Quiz #1
  • You’re in an elevator with Julia Roberts. She notices you are holding your CMMI-ACQ. She says, “I hear it’s the same as the DEV model only the 6 engineering PAs are swapped out for 6 services PAs”.
  • What should you do?

1) Agree with her because it’s Julia Roberts

2) Agree with her because she is right

This,

then this

3) Inform her she correct with some exceptions

4) Wake up and go to work

JFR Consulting

cmmi svc content
CMMI-SVC Content
  • CMMI-SVC consists of 16 core PAs, one shared PA, and 7 service-specific PAs, one of which is an addition
  • Core PAs in CMMI-SVC include the following
    • Services-specific informative material
    • Expanded expected material (3 SPs)
      • Project Strategy
      • Integrated teams (previously covered in the IPPD addition of CMMI-DEV)
    • The ReqM PA in the in the Project Management PA catagory

JFR Consulting

Source: SEI training

process area soup or oceans 24

Service

Delivery

SD ML2

Capacity &

Availability

Management

CAM ML3

Incident

Resolution &

Prevention

IRP ML3

PA Addition

Service

Specific

Service

System

Development

SSD ML3

Service

System

Transition

SST ML3

Service

Continuity

SCON ML3

Strategic

Service Mgt

STSM ML3

Shared

IPM

Core

PP

PMC

RM

MA

PPQA

CM

OPF

OPD

OT

RskM

QPM

DAR

CAR

OPP

OID

Proj Mgt

Support

Process Mgt

Process Area Soup (or oceans 24)

SAM

JFR Consulting

cmmi svc pa organization
CMMI-SVC PA Organization

JFR Consulting

Source: SEI training

cmmi svc specific pa summary
CMMI-SVC Specific PA Summary

JFR Consulting

Source: SEI training

top level diffs dev to svc
Top-Level Diffs: DEV to SVC

JFR Consulting

Source: SEI training

lifecycles

Imp

Int

Ver

Val

Reqs

Des

Imp

Int

Ver

Val

Des

Reqs

Cust

Cust

Service Sys Transition

Organization

Service System rev a

Transition

Plan

Service Delivery

Service

agreement

Service Requests

SCON

Plans

Service Continuity

Service Sys Development

Lifecycles

Service System

Capacity Avail Mgt

Incident Res Prev

Strategic Service Mgt

JFR Consulting

project strategy
Project Strategy

Planning begins with a project strategy that provides a framework for the project and its plans

  • Project Planning
    • SP1.1 – Establish Project Strategy
    • Establish and maintain the project strategy

This may be

standard

equipment in

CMMI v1.3

  • SG 1 Establish Estimates
  • SP 1.1 Establish the Project Strategy
  • SP 1.2 Estimate the Scope of the Project
  • SP 1.3 Establish Estimates of Work Product and Task attributes
  • SP 1.4 Define Project Lifecycle Phases
  • SP 1.5 Estimate Effort and Cost

JFR Consulting

integrated teams
Integrated Teams

The project is managed using integrated teams (IPM SP1.6) that reflect the organizational rules and guidelines (OPD SP1.7) for team structuring and forming

  • Organizational Process Definition
    • SP1.7- Establish Rules and Guidelines for Integrated Teams
    • Establish and maintain organizational rules and guidelines for the structure, formation, and operation of Integrated Teams
  • SG 1 Establish Organizational Process Assets
  • SP 1.1 Establish Standard Processes
  • SP 1.2 Establish Lifecycle Model Descriptions
  • SP 1.3 Establish Tailoring Criteria and Guidelines
  • SP 1.4 Establish the Organization’s Measurement Repository
  • SP 1.5 Establish the Organization’s Process Asset Library
  • SP 1.6 Establish Work Environment Standards
  • SP 1.7 Establish Rules and Guidelines for Integrated Teams

JFR Consulting

integrated teams1
Integrated Teams

The project is managed using integrated teams (IPM SP1.6) that reflect the organizational rules and guidelines (OPD SP1.7) for team structuring and forming

  • Integrated Project Management
    • SP1.6- Establish Integrated Teams
    • Establish and maintain Integrated Teams
  • SG 1 Use the Project’s Defined Process
  • SP 1.1 Establish the Project’s Defined Process
  • SP 1.2 Use Organizational Process Assets for Planning Project Activities
  • SP 1.3 Establish the Project’s Work Environment
  • SP 1.4 Integrate Plans
  • SP 1.5 Manage the Project Using Integrated Plans
  • SP 1.6 Establish Integrated Teams
  • SP 1.7 Contribute to Organizational Process Assets

JFR Consulting

modified sps in sam
Modified SPs in SAM

The following specific practices in SAM were reworded

  • Supplier Agreement Management
    • SP1.3- Establish Supplier Agreements
      • Establish and maintain [formal agreements with the] supplier agreements
    • SP2.2- Monitor selected supplier Processes
      • Select, monitor, and analyze processes used by the supplier as appropriate
    • SP2.3- Evaluate selected supplier work products
      • Select and evaluate work products from the supplier [of custom-made products]as appropriate
    • SP2.5- Transition Products
      • Transition acquired products from the supplier to the project as appropriate

JFR Consulting

slide25
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

warning
WARNING

The following is a PRETEND scenario

JFR Consulting

scenario 1 and possibly your last

A neighborhood

Italian

restaurant

A fellow

named

Vito

Client

Owner

Scenario 1 … and possibly your last

What SERVICE can you do for ME?

JFR Consulting

owner request
Owner Request
  • I don’t feel I am prepared enough when it comes time for me to deliver a service.
  • I need to deliver my services in a more consistent and dependable way based on service agreements.
  • I feel my service deliveries are less than coordinated, my people don’t always have the resources they need, capisca?
  • I need to be ready of things go wrong, you know?
  • I find for some people it is hard for them to ask me for a service, can I make this easier?

Owner

Your response is…

JFR Consulting

service delivery sd
Service Delivery (SD)
  • The purpose of Service Delivery (SD) is to deliver services in accordance with service agreements.
  • Service delivery covers establishing and maintaining a written agreement with customers. A “service agreement” describes the service to be delivered to the customer, service level targets, and responsibilities of the service provider, customer, and end user, as appropriate.

JFR Consulting

service delivery sd1
Service Delivery (SD)
  • 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

JFR Consulting

sd @ mama d s
SD @ Mama D’s
  • SG 1 Establish Service Agreements
    • SP 1.1 Analyze Existing Agreements and Service Data
    • SP 1.2 Establish the 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

Original check

Seated in 10 mins

Established restaurant

Trained Staff

Operational Kitchen

Menu/Check

Doc requests, deliver

the food

Maintain the

Restaurant, staff,

kitchen

JFR Consulting

owner request1
Owner Request
  • Sometimes things don’t go exactly as I would like, you know what I mean?
  • Every so often we have, will you know, an incident.
  • I need a way to see these incidents for what they are, figure out a way to control them, and perhaps find a way to avoid them.
  • I am used to controlling things I wish to control
  • You understand?

Owner

Your response is…

JFR Consulting

incident resolution and prevention irp
Incident Resolution and Prevention (IRP)
  • The purpose of Incident Resolution and Prevention (IRP) is to ensure timely and effective resolution of service incidents and prevention of service incidents as appropriate.
  • Incidents are events that, if not addressed, eventually may cause the service provider organization to break its service commitments.
  • Customer complaints (even if they are only perceived incidents) should be handled as incidents and are within the scope of the Incident Resolution and Prevention process area.

JFR Consulting

incident resolution and prevention irp1
Incident Resolution and Prevention (IRP)
  • Sometimes, we are unable to address a root cause for practical or budgetary reasons
  • Under some circumstances, addressing incidents with workarounds or simply resolving incidents on a case-by-case basis may be more effective.
  • Processing all incidents and analyzing selected incidents and their underlying causes to define approaches to addressing those incidents are two reinforcing activities that may be performed in parallel or in sequence.

JFR Consulting

irp @ mama d s
IRP @ Mama D’s
  • SG 1 Prepare for Incident Resolution and Prevention
    • SP 1.1 Establish an Approach to Incident Resolution and Prevention
    • SP 1.2 Establish an Incident Management System
  • SG 2 Identify, Control, and Address Incidents
    • SP 2.1 Identify and Record Incidents
    • SP 2.2 Analyze Incident Data
    • SP 2.3 Apply Workarounds to Selected Incidents
    • SP 2.4 Address Underlying Causes of Selected Incidents
    • SP 2.5 Monitor the Status of Incidents to Closure
    • SP 2.6 Communicate the Status of Incidents
  • SG 3 Define Approaches to Address Selected Incidents
    • SP 3.1 Analyze Selected Incident Data
    • SP 3.2 Plan Actions to Address Underlying Causes of Selected Incidents
    • SP 3.3 Establish Workarounds for Selected Incidents

Staff documents

Incidents each night

Staff reviews incidents with mgt before departing, identifies root causes,

lessons

Mgt analyzes incidents

monthly to determine

trends and needed

process changes

JFR Consulting

owner request2
Owner Request
  • Sometimes I am not sure what it really takes to perform a particular service. Too many resources, too little. How can I balance this out?
  • I need a bigger picture of all I must do and exactly what it takes.
  • If I can do this well, I could expand, that wasn’t meant to be funny.

Owner

Your response is…

JFR Consulting

capacity and availability management cam
Capacity and Availability Management (CAM)
  • The purpose of Capacity and Availability Management (CAM) is to ensure effective service system performance and ensure that resources are provided and used effectively to support service requirements.
  • The Capacity and Availability Management process area involves establishing and maintaining capacity and availability at a justifiable cost and with an efficient use of resources.

JFR Consulting

capacity and availability management cam1
Capacity and Availability Management (CAM)
  • Capacity is the degree to which one thing may support, hold, process, or produce another thing.
  • If the service agreement has no explicit capacity requirements, it may still imply derived capacity requirements for the service or service system.
      • Number of loan application forms that can be processed within an 8-hour period or the size or volume of a disk drive
  • Availability is the degree to which something is accessible and usable when needed
      • Transportation (e.g., cabs, buses, drivers) or call center staff
  • Availability is one of the most visible indicators of service quality in the eyes of the end user and customer.
  • If the capacity and availability to provide the service is not present when demand occurs, the customer must wait

JFR Consulting

capacity and availability management cam2
Capacity and Availability Management (CAM)
  • Service system representations, such as models, simulations, diagrams, maps, and prototypes, provide insight into how a service system will behave given specific work volumes and varieties.

JFR Consulting

cam @ mama d s
CAM @ Mama D’s
  • SG 1 Prepare for Capacity and Availability Management
    • SP 1.1 Establish a Capacity and Availability Management Strategy
    • SP 1.2 Select Measures and Analytic Techniques
    • SP 1.3 Establish Service System Representations
  • SG 2 Monitor and Analyze Capacity and Availability
    • SP 2.1 Monitor and Analyze Capacity
    • SP 2.2 Monitor and Analyze Availability
    • SP 2.3 Report Capacity and Availability Management Data

Model capacity and

availability for the

servers, cooks, bus

staff, stores

Determine metrics

for real time use that

indicate proper

service delivery

Mgt monitors metrics

in real time while the

restaurant is running

JFR Consulting

owner request3
Owner Request
  • This is between you and me. Sometimes I worry, what if something goes really wrong?
  • First of all, what could go really wrong?
  • Then, how to be ready, who needs to be ready?
  • This makes my blood pressure go up, Michael, come in here and talk to this person, I will now rest.

Owner

Your response is…

JFR Consulting

service continuity scon
Service Continuity (SCON)
  • The purpose of Service Continuity (SCON) is to establish and maintain plans to ensure continuity of services during and following any significant disruption of normal operations.
  • Service continuity is the process of preparing mitigation for significant disruptions to service delivery so that delivery can continue or resume, although perhaps in a degraded fashion.
  • Who might be SCON’s closest PA friend?

Risk Management

JFR Consulting

service continuity scon1
Service Continuity (SCON)
  • Typically, service disruption is a situation that involves an event (or sequence of events) that make it virtually impossible for a service provider to conduct business as usual.
  • The essential functions that support the services the organization has agreed to deliver
  • The resources that are required to deliver services
  • The potential hazards or threats to these resources
  • The susceptibility of the service provider to the effects of each hazard or threat
  • The potential impact of each threat on service continuity

JFR Consulting

scon @ mama d s
SCON @ Mama D’s
  • SG 1 Identify Essential Service Dependencies
    • SP 1.1 Identify and Prioritize Essential Functions
    • SP 1.2 Identify and Prioritize Essential Resources
  • SG 2 Prepare for Service Continuity
    • SP 2.1 Establish Service Continuity Plans
    • SP 2.2 Establish Service Continuity Training
    • SP 2.3 Provide and Evaluate Service Continuity Training
  • SG 3 Verify and Validate the Service Continuity Plan
    • SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan
    • SP 3.2 Verify and Validate the Service Continuity Plan
    • SP 3.3 Analyze Results of Verification and Validation

Natural gas

Food delivery

Maintain frozen stores

Limited low $ menu

Backup procurement

Hold non-patron drills

Hold post-mortems

JFR Consulting

owner request4
Owner Request
  • Sometimes it is necessary to change the way I do business and I would like this to happen without any mistakes.
  • Mistakes are a sign of weakness and in my business it is bad to show any weakness or sign of failure, capisca?
  • How must I handle this?

Owner

Your response is…

JFR Consulting

service system transition sst
Service System Transition (SST)
  • The purpose of Service System Transition (SST) is to deploy new or significantly changed service system components while managing their effect on ongoing service delivery.
  • The Service System Transition process area addresses all aspects of planning, communicating, managing, deploying, and confirming that service system components effectively make the transition to the delivery environment.

JFR Consulting

service system transition sst1
Service System Transition (SST)
  • In this process area, the term “transition” refers to the comprehensive process of preparing for, executing, and confirming a deployment of service system components to a fully operational state while maintaining service delivery.
  • Deployments generally fall into one of three categories: 1)New installation, 2) Replacement, 3) Retirement

JFR Consulting

sst @ mama d s

Transition to a new

menu

Staff, menus, food

deliveries, recipes

SST @ Mama D’s
  • SG 1 Prepare for Service System Transition
    • SP 1.1 Analyze Service System Transition Needs
    • SP 1.2 Develop Service System Transition Plans
    • SP 1.3 Prepare Stakeholders for Changes
  • SG 2 Deploy the Service System
    • SP 2.1 Deploy Service System Components
    • SP 2.2 Assess and Control the Impacts of the Transition

Pick a low risk night

to deploy, lessons

JFR Consulting

owner request5
Owner Request
  • I want to ensure my services pass the test of time.
  • I want to ensure I stay ahead of my competitors while knowing what they are up to.
  • I want to be sure my vision of the future becomes reality.

Owner

Your response is…

JFR Consulting

strategic service management stsm
Strategic Service Management (STSM)
  • The purpose of Strategic Service Management (STSM) is to establish and maintain standard services in concert with strategic needs and plans.
  • The Strategic Service Management process area involves the following activities:
    • Analyzing capabilities and needs for services that span multiple customers and agreements
    • Establishing and maintaining standard services, service levels, and descriptions that reflect these capabilities and needs

JFR Consulting

strategic service management stsm1
Strategic Service Management (STSM)
  • …improve alignment between the set of services offered by a service provider organization and its strategic business objectives.
  • Active analysis of customer and competitor data, market trends and opportunities …
  • The objective of this process area is to make effective strategic decisions about the set of standard services the organization maintains.
  • Standard service levels are a key component of standard services.
  • Standard services are typically described in a service catalog.

Sort of sounds like this PA should start with an “O”

JFR Consulting

stsm @ mama d s
STSM @ Mama D’s
  • SG 1 Establish Strategic Needs and Plans for Standard Services
    • SP 1.1 Gather and Analyze Relevant Data
    • SP 1.2 Establish Plans for Standard Services
  • SG 2 Establish Standard Services
    • SP 2.1 Establish Properties of Standard Services and Service Levels
    • SP 2.2 Establish Descriptions of Standard Services

Gather data on other

restaurant\'s prices

and menu items

Check on consolidating

suppliers across your

chain

Renegotiate with

targeted suppliers

and seek out new

new ones

Update menu and

pricing

JFR Consulting

owner request6
Owner Request
  • I may wish to start a new kind of business, maybe a wine bar.
  • I am not sure how to do this, what would you recommend?

Owner

Your response is…

JFR Consulting

service system development ssd
Service System Development (SSD)
  • The purpose of Service System Development (SSD) is to analyze, design, develop, integrate, verify, and validate service systems, including service system components, to satisfy existing or anticipated service agreements.
  • The Service System Development process area is applicable to all aspects of a service system. It applies to new service systems as well as changes to existing service systems.
  • Organizations that wish to improve and appraise their product development processes should rely on the complete CMMI-DEV model, which specifically focuses on development as an area of interest.

JFR Consulting

service system development ssd1
Service System Development (SSD)
  • Using SSD may be preferred by service provider organizations that are new to CMMI, especially those that are developing simple services with relatively few components and interfaces.
  • The service system development process is driven by service and service system requirements that are collected from various sources such as service agreements and defects and problems identified during both service delivery and incident resolution and prevention processes.

JFR Consulting

ssd @ mama d s
SSD @ Mama D’s
  • SG 1 Develop and Analyze Stakeholder Requirements
    • SP 1.1 Develop Stakeholder Requirements
    • SP 1.2 Develop Service System Requirements
    • SP 1.3 Analyze and Validate Requirements
  • SG 2 Develop Service Systems
    • SP 2.1 Select Service System Solutions
    • SP 2.2 Develop the Design
    • SP 2.3 Ensure Interface Compatibility
    • SP 2.4 Implement the Service System Design
    • SP 2.5 Integrate Service System Components
  • SG 3 Verify and Validate Service Systems
    • SP 3.1 Prepare for Verification and Validation
    • SP 3.2 Perform Peer Reviews
    • SP 3.3 Verify Selected Service System Components
    • SP 3.4 Validate the Service System

Perhaps a new

chain

JFR Consulting

and your point is what
… and your point is what?

za ·GAT’

1. The ultimate source on where to Eat, Drink, Stay & Play worldwide

2. Keeps you in the know & on the go – available in pocket-sized guides, online and on your mobile device

3. Democratic ratings and reviews that are honest and accurate

4. Aka "The Food and Travel Bible"

5. Rhymes with "the cat"

JFR Consulting

come on no really come on

CMMI

RATED

come on… no really, come on

CMM · I’ and PARS

1. The ultimate source on where to Eat, Drink, Stay & Play worldwide

2. Keeps you in the know & on the go – available in pocket-sized guides, online and on your mobile device

3. Model based ratings and reviews that are honest and accurate

4. Aka "The Food and Travel Bible"

5. Rhymes with “see em em eye”

JFR Consulting

slide59
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

group participation or terms we will know and love
Group Participation or terms we (will) know and love

Risk Sources

RN registry failure

Union strike

Underwriter failure

Measurement Objectives

Increase Availability 10%

Decrease capacity 10%

Improve advertising ROI

Increase supplier reliability

JFR Consulting

group participation or terms we will know and love1
Group Participation or terms we (will) know and love

Specify Measures

Avg # of cabs in repair depot per week

# tax returns processed

time to triage

# of empty beds

pounds of pasta consumed by type (weekly trends)

JFR Consulting

group participation or terms we will know and love2
Group Participation or terms we (will) know and love

Life cycle model descriptions

Services development model

Services delivery model

Configuration items

Continuity plan

Transition plan

Delivery plan

Service estimation model

JFR Consulting

slide63
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

some numbers
Some Numbers
  • Total Pages
    • Dev = 573 SVC = 545

JFR Consulting

slide65
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

final quiz
Final Quiz

Q- Total # of PAs in CMMI-SVC

A- 24

Q- The CMM Model Foundation

Q- Total # of Service PAs

A- 7

Q- Are all required

A- No, SSD is not

A- 16 core PAs

Q- SAM is a ??? PA

A- Shared

Q- ReqM is in what category

A- Project Management

Q- Changes to ML45 practices

A- None

Q- Added concepts to core PAs

A- Proj Strategy, Integrated Teams

Q- What PAs were affected

A- PP, IPM, OPD

Q- Any other PAs altered

A- Yes

JFR Consulting

final quiz1
Final Quiz

Q- Which one

A- SAM

Q- How many are service PAs

Q- Who was in the elevator

A- Julia Roberts

Q- How many PAs in ML2

A- 8

A- 1, Service Delivery (SD)

Q- How many PAs in ML3

A- 12

Q- How many are service PAs

A- 6

Q- Can you be ML5 w/o PRs

A- Yes

Q- Other changes to core PAs

A- in the Informative material

Q- GP 2.3 appears how often

A- Once

Q- In the elevator, what were you holding

A- CMMI-SVC

JFR Consulting

final quiz2
Final Quiz

Service System Development

(SSD)

Service Continuity

(SCON)

Manage stores and consumption

Smooth changes

Incident Resolution & Prevention

(IRP)

Keep it running

Capacity & Availability Management

(CAM)

Trouble tickets

Strategic Service Management

(SSM)

Get it up and running

Service System Transition

(SST)

Future growth

Service Delivery

(SD)

Designing a solution

JFR Consulting

slide69
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

oh ok
Oh … OK

CMMI-SVC

  • Autonomy
    • Yes
  • User community
    • Infinite
  • Notes
    • Full service delivery and management

CMMI for Services

  • Autonomy
    • None
  • User community
    • Very Limited
  • Notes
    • Staff augmentation only

JFR Consulting

slide71
TOC
  • What is a service?
  • CMMI-SVC structure and DEV model deltas
  • Let’s Pretend
  • Group Participation
  • Some Numbers
  • Final Quiz
  • Controversy? … I hope not
  • Take a Look

JFR Consulting

Source: SEI training

news from eileen forrester
News from Eileen Forrester

Here are some numbers for you.

  • Downloads of the draft versions of the model: 18,237
  • Change requests the model team disposed: 1,444
  • Students trained in "pre-release" offerings: 349
  • Number of people who have taken the CMMI-SVC exam: 125
  • Individuals already working their way through authorization as instructors and appraisers: 200
  • Distinct service types reported so far in early use: 14
  • Service types represented on the model development team: 74
  • SEI partners already in process to add CMMI-SVC to their agreement: 46
  • SEI partners who will have their agreement in place on the day of release: 21
  • Sold-out offerings of the first official training on CMMI-SVC at SEPG NA: 2 (64 students)

As of 2/25/09

JFR Consulting

where to go
Where to go
  • Websites

http://www.sei.cmu.edu/publications/documents/09.reports/09tr001.html

http://www.sei.cmu.edu/cmmi/models/CMMI-Services-status.html

JFR Consulting

thank you
Thank You

JFR Consulting

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