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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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Cmmi for services an initial exposure

CMMI for Services: an initial Exposure

March 13, 2009

JFR Consulting

[email protected]


Stretching the brain

Stretching the Brain

JFR Consulting


Cmmi for services an initial exposure

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


Cmmi for services an initial exposure

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 1.1Establish the Project Strategy

  • SP 1.2Estimate the Scope of the Project

  • SP 1.3Establish Estimates of Work Product and Task attributes

  • SP 1.4Define Project Lifecycle Phases

  • SP 1.5Estimate 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 1.1Establish Standard Processes

  • SP 1.2Establish Lifecycle Model Descriptions

  • SP 1.3Establish Tailoring Criteria and Guidelines

  • SP 1.4Establish the Organization’s Measurement Repository

  • SP 1.5Establish the Organization’s Process Asset Library

  • SP 1.6Establish Work Environment Standards

  • SP 1.7Establish 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 1.1Establish the Project’s Defined Process

  • SP 1.2Use Organizational Process Assets for Planning Project Activities

  • SP 1.3Establish the Project’s Work Environment

  • SP 1.4Integrate Plans

  • SP 1.5Manage the Project Using Integrated Plans

  • SP 1.6Establish Integrated Teams

  • SP 1.7Contribute 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


Cmmi for services an initial exposure

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


    Cmmi for services an initial exposure

    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


    Cmmi for services an initial exposure

    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


    Cmmi for services an initial exposure

    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

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    Cmmi for services an initial exposure

    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


    Cmmi for services an initial exposure

    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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