This chapter is from the book
This chapter is from the book
This chapter is from the book
CMMI for Services
CMMI-SVC draws on concepts and practices from CMMI and other service-focused standards and models, including the following:
- Information Technology Infrastructure Library (ITIL)
- ISO/IEC 20000: Information Technology—Service Management
- Control Objectives for Information and related Technology (CobiT)
- Information Technology Services Capability Maturity Model (ITSCMM)
Familiarity with these and other service-oriented standards and models is not required to comprehend CMMI-SVC, and this model is not structured in a way that is intended to conform to any of them. However, knowledge of other standards and models can provide a richer understanding of CMMI-SVC.
The CMMI-SVC model covers the activities required to establish, deliver, and manage services. As defined in the CMMI context, a service is an intangible, nonstorable product. The CMMI-SVC model has been developed to be compatible with this broad definition.
CMMI-SVC goals and practices are therefore potentially relevant to any organization concerned with the delivery of services, including enterprises in sectors such as defense, information technology (IT), health care, finance, and transportation. Early users of CMMI-SVC include organizations that deliver services as varied as training, logistics, maintenance, refugee services, lawn care, book shelving, research, consulting, auditing, independent verification and validation, human resources, financial management, health care, and IT services.
The CMMI-SVC model contains practices that cover work management, process management, service establishment, service delivery and support, and supporting processes. The CMMI-SVC model shares a great deal of material with CMMI models in other constellations. Therefore, those who are familiar with another CMMI constellation will find much of the CMMI-SVC content familiar.
When using this model, use professional judgment and common sense to interpret it for your organization. That is, although the process areas described in this model depict behaviors considered best practices for most service providers, all process areas and practices should be interpreted using an in-depth knowledge of CMMI-SVC, organizational constraints, and the business environment.
Organizations interested in evaluating and improving their processes to develop systems for delivering services can use the CMMIDEV model. This approach is especially recommended for organizations that are already using CMMI-DEV or that must develop and maintain complex systems for delivering services. However, the CMMI-SVC model provides an alternative, streamlined approach to evaluating and improving the development of service systems that can be more appropriate in certain contexts.