CMMI for services : guidelines for superior service

Format:

Book

Author/Creator:

Forrester, Eileen C., Author.

Contributor:

Buteau, Brandon L., Contributor.

Shrum, Sandy, Contributor.

Series:

SEI Series in Software Engineering Series

The SEI series in software engineering CMMI for services

Language:

English

Subjects (All):

Capability maturity model (Computer software)--Quality control.

Capability maturity model (Computer software).

Software engineering.

Application service providers.

Physical Description:

1 online resource (xxi, 760 p.) : ill.

Edition:

2nd ed.

Place of Publication:

[Place of publication not identified] Addison Wesley 2011

Language Note:

English

System Details:

text file

Summary:

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.

Contents:

Cover

CONTENTS

PREFACE

ACKNOWLEDGMENTS

PART ONE: ABOUT CMMI FOR SERVICES

1 INTRODUCTION

Do You Need CMMI?

How Does CMMI Help You to Solve These Problems?

How Can CMMI Benefit You?

Evolution of CMMI

CMMI Framework

CMMI for Services

Important CMMI-SVC Concepts

2 PROCESS AREA COMPONENTS

Core Process Areas and CMMI Models

Required, Expected, and Informative Components

Components Associated with Part Two

Supporting Informative Components

Numbering Scheme

Typographical Conventions

3 HOW TO START USING CMMI

Important Roles in Process Improvement

SCAMPI Appraisals

CMMI Training

An Approach to Getting Started

How to Get There

4 ACHIEVING PROCESS IMPROVEMENT THAT LASTS

Overview

Lasting Improvement

Understanding Generic Practices

Understanding Capability Levels

Using Capability Levels

Understanding Maturity Levels

Using Maturity Levels

Using Capability Levels and Maturity Levels

Equivalent Staging

Achieving High Maturity

5 RELATIONSHIPS AMONG PROCESS AREAS

Relationships that Drive Service Establishment and Delivery

Relationships that Drive Service Management

Lifecycles

6 ESSAYS ABOUT CMMI FOR SERVICES

A Changing Landscape

Expanding Capabilities across the "Constellations"

CMMI for Services, with a Dash of CMMI for Development

Enhancing Advanced Use of CMMI-DEV with CMMI-SVC

Multiple Paths to Service Maturity

Using CMMI-DEV and ISO 20000 Assets in Adopting CMMI-SVC

Experience-Based Expectations for CMMI-SVC

An IT Services Scenario Applying CMMI for Services: The Story of How HeRus Improved Its IT Services

Are Services Agile?

What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing

Public Education in an Age of Accountability.

Applying CMMI-SVC for Educational Institutions

Plans Are Worthless

CMMI Ensures Vehicle Insurance Services

Security and CMMI for Services

PART TWO: GENERIC GOALS AND GENERIC PRACTICES, AND THE PROCESS AREAS

GENERIC GOALS AND GENERIC PRACTICES

CAPACITY AND AVAILABILITY MANAGEMENT

CAUSAL ANALYSIS AND RESOLUTION

CONFIGURATION MANAGEMENT

DECISION ANALYSIS AND RESOLUTION

INCIDENT RESOLUTION AND PREVENTION

INTEGRATED WORK MANAGEMENT

MEASUREMENT AND ANALYSIS

ORGANIZATIONAL PROCESS DEFINITION

ORGANIZATIONAL PROCESS FOCUS

ORGANIZATIONAL PERFORMANCE MANAGEMENT

ORGANIZATIONAL PROCESS PERFORMANCE

ORGANIZATIONAL TRAINING

PROCESS AND PRODUCT QUALITY ASSURANCE

QUANTITATIVE WORK MANAGEMENT

REQUIREMENTS MANAGEMENT

RISK MANAGEMENT

SUPPLIER AGREEMENT MANAGEMENT

SERVICE CONTINUITY

SERVICE DELIVERY

SERVICE SYSTEM DEVELOPMENT

SERVICE SYSTEM TRANSITION

STRATEGIC SERVICE MANAGEMENT

WORK MONITORING AND CONTROL

WORK PLANNING

PART THREE: THE APPENDICES

A: REFERENCES

B: ACRONYMS

C: CMMI VERSION 1.3 PROJECT PARTICIPANTS

D: GLOSSARY.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Includes bibliographical references (p. 663-668) and index.

Description based on publisher supplied metadata and other sources.

ISBN:

9786613012173

9781283012171

1283012170

9780132700474

0132700476

OCLC:

1027203368