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Forrester, Eileen; Buteau, Brandon; Shrum, Sandra

CMMI for Services: Guidelines for Superior Service (Gebundene Ausgabe)


Reihe: SEI Series in Software Enginee

ADDISON WESLEY PUB CO INC, März 2011


Revised - 800 S. - Sprache: Englisch - 238x194x32 mm

ISBN: 0321711521 EAN: 9780321711526

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.

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Inhaltsverzeichnis

<P style="MARGIN: 0px">Preface xiii</P><P style="MARGIN: 0px">Acknowledgments xix</P><P style="MARGIN: 0px"><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Part One: About CMMI for Services 1</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 1: Introduction 3</P><P style="MARGIN: 0px">Do You Need CMMI? 3</P><P style="MARGIN: 0px">How Does CMMI Help You to Solve These Problems? 5</P><P style="MARGIN: 0px">How Can CMMI Benefit You? 7</P><P style="MARGIN: 0px">Evolution of CMMI 8</P><P style="MARGIN: 0px">CMMI Framework 10</P><P style="MARGIN: 0px">CMMI for Services 10</P><P style="MARGIN: 0px">Important CMMI-SVC Concepts 11</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 2: Process Area Components 21</P><P style="MARGIN: 0px">Core Process Areas and CMMI Models 21</P><P style="MARGIN: 0px">Required, Expected, and Informative Components 21</P><P style="MARGIN: 0px">Components Associated with Part Two 22</P><P style="MARGIN: 0px">Supporting Informative Components 27</P><P style="MARGIN: 0px">Numbering Scheme 29</P><P style="MARGIN: 0px">Typographical Conventions 29</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 3: How to Start Using CMMI 33</P><P style="MARGIN: 0px">Important Roles in Process Improvement 33</P><P style="MARGIN: 0px">SCAMPI Appraisals 36</P><P style="MARGIN: 0px">CMMI Training 37</P><P style="MARGIN: 0px">An Approach to Getting Started 38</P><P style="MARGIN: 0px">How to Get There 46</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 4: Achieving Process Improvement that Lasts 51</P><P style="MARGIN: 0px">Overview 51</P><P style="MARGIN: 0px">Lasting Improvement 51</P><P style="MARGIN: 0px">Understanding Generic Practices 51</P><P style="MARGIN: 0px">Understanding Capability Levels 52</P><P style="MARGIN: 0px">Using Capability Levels 53</P><P style="MARGIN: 0px">Understanding Maturity Levels 55</P><P style="MARGIN: 0px">Using Maturity Levels 57</P><P style="MARGIN: 0px">Using Capability Levels and Maturity Levels 57</P><P style="MARGIN: 0px">Equivalent Staging 59</P><P style="MARGIN: 0px">Achieving High Maturity 63</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 5: Relationships Among Process Areas 65</P><P style="MARGIN: 0px">Relationships that Drive Service Establishment and Delivery 66</P><P style="MARGIN: 0px">Relationships that Drive Service Management 69</P><P style="MARGIN: 0px">Lifecycles 71</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Chapter 6: Essays About CMMI for Services 79</P><P style="MARGIN: 0px">A Changing Landscape 79</P><P style="MARGIN: 0px">Expanding Capabilities across the &#xe2; Constellations&#xe2; 86</P><P style="MARGIN: 0px">CMMI for Services, with a Dash of CMMI for Development 89</P><P style="MARGIN: 0px">Enhancing Advanced Use of CMMI-DEV with CMMI-SVC Process Areas for SoS 94</P><P style="MARGIN: 0px">Multiple Paths to Service Maturity 97</P><P style="MARGIN: 0px">Using CMMI-DEV and ISO 20000 Assets in Adopting CMMI-SVC 102</P><P style="MARGIN: 0px">Experience-Based Expectations for CMMI-SVC 111</P><P style="MARGIN: 0px">An IT Services Scenario Applying CMMI for Services: The Story of How HeRus Improved Its IT Services 116</P><P style="MARGIN: 0px">Are Services Agile? 129</P><P style="MARGIN: 0px">What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing 135</P><P style="MARGIN: 0px">Public Education in an Age of Accountability 143</P><P style="MARGIN: 0px">Applying CMMI-SVC for Educational Institutions 148</P><P style="MARGIN: 0px">Plans Are Worthless 159</P><P style="MARGIN: 0px">CMMI Ensures Vehicle Insurance Services 164</P><P style="MARGIN: 0px">Security and CMMI for Services 173</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Part Two: Generic Goals and Generic Practices, and the Process Areas 187</P><P style="MARGIN: 0px">Generic Goals and Generic Practices 189</P><P style="MARGIN: 0px">Capacity and Availabili ty Management 261</P><P style="MARGIN: 0px">Causal Analysis and Resolution 281</P><P style="MARGIN: 0px">Configuration Management 291</P><P style="MARGIN: 0px">Decision Analysis and Resolution 305</P><P style="MARGIN: 0px">Incident Resolution and Prevention 315</P><P style="MARGIN: 0px">Integrated Work Management 335</P><P style="MARGIN: 0px">Measurement and Analysis 357</P><P style="MARGIN: 0px">Organizational Process Definition 375</P><P style="MARGIN: 0px">Organizational Process Focus 389</P><P style="MARGIN: 0px">Organizational Performance Management 405</P><P style="MARGIN: 0px">Organizational Process Performance 425</P><P style="MARGIN: 0px">Organizational Training 441</P><P style="MARGIN: 0px">Process and Product Quality Assurance 453</P><P style="MARGIN: 0px">Quantitative Work Management 461</P><P style="MARGIN: 0px">Requirements Management 483</P><P style="MARGIN: 0px">Risk Management 493</P><P style="MARGIN: 0px">Supplier Agreement Management 509</P><P style="MARGIN: 0px">Service Continuity 523</P><P style="MARGIN: 0px">Service Delivery 539</P><P style="MARGIN: 0px">Service System Development 561</P><P style="MARGIN: 0px">Service System Transition 595</P><P style="MARGIN: 0px">Strategic Service Management 609</P><P style="MARGIN: 0px">Work Monitoring and Control 621</P><P style="MARGIN: 0px">Work Planning 633</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Part Three: The Appendices 661</P><P style="MARGIN: 0px">Appendix A: References 663</P><P style="MARGIN: 0px">Appendix B: Acronyms 669</P><P style="MARGIN: 0px">Appendix C: CMMI Version 1.3 Project Participants 673</P><P style="MARGIN: 0px">Appendix D: Glossary 681</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Book Contributors 715</P><P style="MARGIN: 0px"> </P><P style="MARGIN: 0px">Index 729</P>

Über den Autor

Eileen Forrester is the manager of the CMMI for Services program at the Software Engineering Institute (SEI) and a senior member of the technical staff. She was the co-chair of the International Process Research Consortium and the editor of the IPRC Process Research Framework. Eileen is the developer of TransPlant, a transition-planning process, and her current research area is in process-oriented approaches to service delivery, technology change, risk management, and emergent system types. These approaches include GAIT, CMMI for Services, OCTAVE, MDA, and multimodel improvement approaches. She has more than thirty-five years of experience in technology transition, strategic planning, process improvement, communication planning, and in managing product, service, and nonprofit organizations. Brandon L. Buteau is a Technical Fellow, technologist, and process architect at Northrop Grumman. He has been a member of the CMMI for Services model development team from its beginning, and is both the chief architect for the model and the team's ontologist. His professional career of more than thirty-five years has spanned the analysis and development of advanced systems, technology, and processes. Brandon currently helps to define and develop quality and process architectures as well as supporting tools. He leads, performs, coordinates, and consults on research, strategic analyses, technology assessments, knowledge/information modeling, and business development across a spectrum of technologies needed by customers. He received a B.A. in applied mathematics (computer science) from Harvard University in 1976. Sandy Shrum is a senior writer/editor and communications point of contact for the Software Engineering Process Management program at the Software Engineering Institute (SEI). Along with this book, she has coauthored two other CMMI books: CMMI(R)-ACQ: Guidelines for Improving the Acquisition of Products and Services (Addison-Wesley, 2009) and two editions of CMMI(R): Guidelines for Process Integration and Product Improvement (Addison-Wesley). She has been with the SEI since 1995 and has been a member of the CMMI Development Team since the CMMI project's inception in 1998. Her roles on the project have included model author, small review team member, reviewer, editor, model development process coordinator, and quality assurance process owner. Before joining the SEI, Sandy worked for eight years as a document developer with Legent Corporation, a Virginia-based software company. Her experience as a technical communicator dates back to 1988, when she earned her M.S. in professional writing from Carnegie Mellon University. Her undergraduate degree, a B.S. in business administration, was earned at Gannon University, Erie, Pennsylvania.

ISBN 0-321711-52-1, ISBN 0-32-171152-1, ISBN 0-32171-152-1, ISBN 0-321-71152-1, ISBN 0-3217-1152-1

ISBN 978-0-321711-52-6, ISBN 978-0-32-171152-6, ISBN 978-0-32171-152-6, ISBN 978-0-321-71152-6, ISBN 978-0-3217-1152-6

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