CMMI for

Services

Hillel Glazer

ASQ Baltimore

25 January 2011

25-Jan-11 1 (C) 2011 Entinex, Inc.

Topics

What’s that?

Why?

How do we use it?

Should we switch (or add)?

(If we do, what do we need to know?)

25-Jan-11 2 (C) 2011 Entinex, Inc.

Expectations

I’m assuming you know at least a little something about CMMI.

I’m using several SEI slides – on purpose.

By the end of the session, you won’t be experts at CMMI-SVC.

What are your questions?

25-Jan-11 3 (C) 2011 Entinex, Inc.

What’s that?

25-Jan-11 4 (C) 2011 Entinex, Inc.

More about CMMI-SVC

25-Jan-11 5 (C) 2011 Entinex, Inc.

Still more about CMMI-SVC

25-Jan-11 6 (C) 2011 Entinex, Inc.

And more…

25-Jan-11 7 (C) 2011 Entinex, Inc.

Yet more…

25-Jan-11 8 (C) 2011 Entinex, Inc.

OK, now we’re done.

25-Jan-11 9 (C) 2011 Entinex, Inc.

I lied…

25-Jan-11 10 (C) 2011 Entinex, Inc.

WHY?

What’s special about Services that it needs a CMMI?

25-Jan-11 11 (C) 2011 Entinex, Inc.

Why CMMI-SVC?

25-Jan-11 12 (C) 2011 Entinex, Inc.

More on “Why?”

25-Jan-11 13 (C) 2011 Entinex, Inc.

The Differences Matter A Lot

25-Jan-11 14 (C) 2011 Entinex, Inc.

Differences that Show Up:

25-Jan-11 15 (C) 2011 Entinex, Inc.

Here’s what I have to say:

Services are “closer” to the customer.

Issues, failures and therefore improvement are more prominent.

A “benchmarkable” framework for improvement didn’t exist.

Other frameworks and models lack built-in infrastructure for institutionalization.

Services are a disproportionate majority of technical work.

CMMI-DEV is inappropriate for organizations providing services.

Technical work can be a “black box” in a service system.

25-Jan-11 16 (C) 2011 Entinex, Inc.

HOW DO WE USE IT?

CMMI for Services Nuts and Bolts

25-Jan-11 17 (C) 2011 Entinex, Inc.

Process Areas

25-Jan-11 18 (C) 2011 Entinex, Inc.

Development looks like

25-Jan-11 19 (C) 2011 Entinex, Inc.

Service perspective on same

25-Jan-11 20 (C) 2011 Entinex, Inc.

“Developing” a Service

25-Jan-11 21 (C) 2011 Entinex, Inc.

To Develop a Service…

25-Jan-11 22 (C) 2011 Entinex, Inc.

Using DEV and SVC Together

25-Jan-11 23 (C) 2011 Entinex, Inc.

Playing nicely with others

25-Jan-11 24 (C) 2011 Entinex, Inc.

Since you *must* ask!

Maturity Level 2

Maturity Level 3

Maturity Level 4

Maturity Level 5

25-Jan-11 25 (C) 2011 Entinex, Inc.

CM MA PPQA REQM SAM WMC WP SD

DAR IWM RSKM CAM IRP SCON

OPF OPD OT SST STSM SSD

OPP QWM

CAR OPM

SHOULD WE SWITCH?

Does CMMI-SVC matter to you?

25-Jan-11 26 (C) 2011 Entinex, Inc.

What do you care about?

25-Jan-11 27 (C) 2011 Entinex, Inc.

Ask yourself…

25-Jan-11 28 (C) 2011 Entinex, Inc.

Things to consider

25-Jan-11 29 (C) 2011 Entinex, Inc.

If you DO Switch (or add)

SCAMPI Lead Appraisers, Team Leads and Appraisal team members need to be qualified:

1-day Services Supplement to Intro to CMMI-DEV

3-day Intro to CMMI for Services

Appraisal evidence will likely be different even for PAs that are the same.

Combination SCAMPIs are allowed but besides evidence, may require different participants and team members.

Service dynamics are very different from development… … …

25-Jan-11 30 (C) 2011 Entinex, Inc.

THANKS FOR YOUR

ATTENTION!

Questions?

25-Jan-11 31 (C) 2011 Entinex, Inc.

25-Jan-11 32 (C) 2011 Entinex, Inc.