Overview

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.   This indispensable book 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 lookup. 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 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 lifecyles in service environments; outline how to start using CMMI; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.   Part Two describes generic goals and generic practices, then details the complete set of CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym 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.

Full Product Details

Author:   Eileen Forrester ,  Brandon Buteau ,  Sandra Shrum
Publisher:   Pearson Education (US)
Imprint:   Addison-Wesley Educational Publishers Inc
Dimensions:   Width: 24.10cm , Height: 3.20cm , Length: 19.50cm
Weight:   1.180kg
ISBN:  

9780321635891

ISBN 10:   0321635892
Pages:   720
Publication Date:   12 November 2009
Audience:   Professional and scholarly ,  Professional & Vocational
Replaced By:   9780321711526
Format:   Hardback
Publisher's Status:   Out of Print
Availability:   In Print  
Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock.

Table of Contents

Preface xiii Acknowledgments xix   Part One–About CMMI for Services 1   Chapter 1: Introduction 3 Do You Need CMMI? 3 How Does CMMI Help You Solve These Problems? 5 How Can CMMI Benefit You? 7 The History of CMMI 7 CMMI Framework 9 CMMI for Services 9 Important CMMI-SVC Concepts 11   Chapter 2: Process Area Components 21 Required, Expected, and Informative Components 21 Using Required, Expected, and Informative Components 22 Model Components on the Page 22 Model Component Relationships 25 Components Descriptions 25 Supporting Informative Components 30 Numbering Scheme 31   Chapter 3: How to Start Using CMMI 33 Important Roles in Process Improvement 33 SCAMPI Appraisals 36 CMMI Training 37 An Approach to Getting Started 38 How to Get There 46   Chapter 4: Achieving Process Improvement That Lasts 51 Overview 51 Lasting Improvement 51 Understanding Generic Practices 55 Understanding Capability Levels 57 Understanding Maturity Levels 58 Comparing Capability Levels and Maturity Levels 60 Equivalent Staging 63   Chapter 5: Relationships among Process Areas 69 Relationships That Drive Service Establishment and Delivery 70 Relationships That Drive Service Management 73 Lifecycles 75   Chapter 6: Essays about CMMI for Services 85 Using CMMI-SVC in a DoD 0rganization 85 What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing 89 Plans Are Worthless 98 How to Appraise Security Using CMMI for Services 103 Public Education in an Age of Accountability 107 National Government Services Uses CMMI-SVC and Builds on a History with CMMI-DEV 112 Treating Systems Engineering as a Service 115 Are Services Agile? 122 Legal Services in a Changing World 128 CMMI and Corporate Social Responsibility 133 Expanding the Universe of CMMI with the CMMI for Services Constellation 141   Part Two–Generic Goals and Generic Practices, and the Process Areas 147 Generic Goals and Generic Practices 149 Capacity and Availability Management 225 Causal Analysis and Resolution 245 Configuration Management 255 Decision Analysis and Resolution 267 Integrated Project Management 277 Incident Resolution and Prevention 297 Measurement and Analysis 315 Organizational Innovation and Deployment 331 Organizational Process Definition 347 Organizational Process Focus 361 Organizational Process Performance 375 Organizational Training 385 Project Monitoring and Control 397 Project Planning 409 Process and Product Quality Assurance 437 Quantitative Project Management 445 Requirements Management 465 Risk Management 475 Supplier Agreement Management 491 Service Continuity 507 Service Delivery 523 Service System Development 543 Service System Transition 569 Strategic Service Management 581   Part Three–The Appendices and Glossary 593 Appendix A: References 595 Appendix B: Acronyms 601 Appendix C: CMMI for Services Project Participants 605 Appendix D: Glossary 609   Book Contributors 643 Index 653

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Author Information

Many people from diverse organizations have contributed their insight and experience to CMMI for Services and are still helping to improve it. The Software Engineering Institute (SEI) continues to play a central role in the model’s ongoing development, as well as in related training and support. The authors of this book have been members of the CMMI for Services Development Team since the model’s inception. Eileen C. Forrester is a senior member of the technical staff in the Software Engineering Process Management program at the SEI and the SEI lead for CMMI for Services. Brandon L. Buteau is a Technical Fellow, technologist, and quality architect at Northrop Grumman and is the lead architect for the model. Sandy Shrum is a senior writer and editor at the SEI and a coauthor of CMMI®, Second Edition, (Addison-Wesley, 2007) and CMMI®-ACQ (Addison-Wesley, 2009).

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