5th Annual SEPG Australia ConferenceGold Coast, August 2007

Integration of Service Management with CMMI ® and SPICE

Dr Aileen Cater-Steel

®CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Agenda

IT Service Management standardsITIL – IT Infrastructure LibraryISO/IEC 20000ISO/IEC 15504 – SpiceCMMI-SVC ®ConclusionQuestions

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

ITIL in a Nutshell (OGC 2005)

IT Infrastructure Library (ITIL) was developed by UK’s Office of Government Commerce (OGC) to provide a set of comprehensive and cohesive set of templates and best practices for core IT operational processesDefines quality as “matched to business needs and user requirements as these evolve”Core of ITIL comprises: 6 service support processes + 5 service delivery processes

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Core ITIL Components v.2

ProblemManagement

IncidentManagement

ReleaseManagement

ChangeManagement

CapacityManagement

FinancialManagement

AvailabilityManagement

IT ContinuityManagement

Service Desk (Customer-facing support group)

Configuration Management

Service Level ManagementService Delivery

TACTICAL LEVEL

Service SupportOPERATIONAL

LEVEL

Businessfocused

Client/user focused

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Accredited course providers

* from July 2007, exam institutes licensed through APM Group

Examination institutes*

OGC, ITIL, itSMF, training providers, exam institutes

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Demand for training – worldwide Exin

0

20000

40000

60000

80000

100000

120000

2000 2001 2002 2003 2004 2005

Service ManagerPractitionerFoundationTotal

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Demand for ITIL qualified staff

seek.com.au771 Australian jobs requesting ITIL skills posted within the last 30 daysHelp desk/support, project management, business analysis, software engineering, networking, and trainingMay 2004: Seek listed 25 jobs with ITIL skills

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Components of ISO/IEC 20000 (ISO/IEC 2005)

Service Delivery Processes

Resolution ProcessesIncident ManagementProblem Management

Relationship Processes

Business RelationshipManagement

Supplier Management

ReleaseProcesses

Release Management

Service Level ManagementService Reporting

Information SecurityManagement

Budgeting & Accountingfor

IT Services

Capacity Management

Service Continuity&

Availability ManagementControl Processes

Configuration ManagementChange Management

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Organisations in ISO/IEC 20000 certification

ISO/IEC 20000

Conformity Assessment Body (CAB)National Accreditation Bodies

accredit

audit

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

AIDA = ITIL + ISO 15504 (AIDA Project 2005)

Assessment and Improvement integrateD Approach (AIDA) - Beatrix Barafort and her team at the Henri Tudor Research Institute in LuxembourgDeveloped SPICE-compliant PRM and PAM based on ITILIncludes Primary Life Cycle process descriptions

Service Support Groupincident management, problem management, configuration management, change management, release management

Service Delivery GroupService level management, IT finance management, capacity management, IT service continuity management, availability management

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ISO/IEC 20000 + ISO/IEC 15504

New work item proposals - June 2007JTC 1/SC7 WG25ISO/IEC 15504-8: an exemplar process assessment model for IT service managementISO/IEC 20000-4: process reference model

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CMMI + ITIL (Kopcho 2006)

Capgemini case study/presentationMapped ITIL process to CMMI‘With CMMI describing our process framework (the "what") and ITIL as the basis of our best practices (the "how"), we were able to:

Achieve CMMI Maturity Level 2 just nine months after the initiation of the improvement programAddress the needs of developers, support staff, and managers within the same broad lifecycle frameworkLay the groundwork for accelerated future process improvement and service delivery optimization’

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CMMI Constellations (Hollenbach & Buteau 2006)

CMMI-SVC

CMMI-SVC provides

guidance for delivering

services within organizations

and to external customers

CMMI-ACQ

CMMI-ACQ provides

guidance for enabling

informed and decisive

acquisition leadership

CMMI-DEV provides

guidance for measuring,

monitoring and managing

development processes

CMMI-DEV

16 Foundation Process Areas, common to all

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CMMI-SVC Process Areas (Hollenbach & Buteau 2006)

CMMI Foundation

16

5

1

22Service PAs

Shared PAs (SAM)

Service Addition PAs3

CMMI-DEV CMMI-ACQ

CMMI-SVC

Service Modifications:• 21 amplifications in 7 PAs• 5 added references• 1 modified PA (REQM)

• 1 specific goal• 2 specific practices

CMMI-SVC: 22 PAs + 3 Optional PAs

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Constellations and process areas (Malzahn 2007-8)

CMMI Model Foundation

Shared CMMI process areas(CAR, CM, DAR, IPM, M&A, OID, OPD, OPF, OPP,

OT, PMC, PP, PPQA, QPM, REQM, RSKM)

DevelopmentCMMI-DEV

AcquisitionCMMI-ACQ

ServiceCMMI-SVC

Product Integration (PI)Requirements Development (RD)Technical Solution (TS)Validation (VAL)Verification (VER)Supplier Agreement Management (SAM)

Acquisition Management (AM)Acquisition Requirements Development (ARM)Acquisition Technical Solution (ATS)Acqusition Validiation (AVAL)Acquisition Verification (AVER)Solicitation and Supplier Agreement Development (SSAD)

Capacity and Availability Management (CAM)Incident and Request Management (IRM)Organizational Service Management (OSM)Problem Management (PRM)Service Continuity Management (SCON)Service Delivery (SD)Service System Development (SS)Service Transition (ST)Supplier Agreement Management (SAM)

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

CMMI for Services categories

Process managementOrganisational service management*

Project managementCapacity and availability managementService continuity*

Service establishment & deliveryIncident and request managementService deliveryService system development*Service transition

SupportProblem management

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Decision: CMMI SVC or ISO/IEC 20000?

ITIL has strong support in Australia and Europe and adoption is growing in the USA

Fostered by IT Service Management Forum – itSMFDemand for ITIL skills is growing - evidenced by job specs and increased training for individuals Mature in terms of training courses, documentation and support tools

ISO/IEC 20000 will shift the emphasis from certification of individuals (ITIL) to organisation audit and certificationAs an international standard, ISO/IEC 20000 is easily accessible to organisations, consultants, …

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Comparison ITIL/CMMI Adoption (Cater-Steel et al.)

Survey results: itSMF National ConferenceStarting Partially Largely Fully TOTAL

2005ITIL 26 64 17 3 110CMMI 10 12 0 1 232006ITIL 21 39 17 2 79CMMI 4 2 2 0 8

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

Decision: CMMI SVC or ISO/IEC 20000?

CMMI-DEV process assets can be reused in adopting CMMI-SVCSubstantial overlap between CMMI-SVC process areas and ISO/IEC 20000 processesCMMI-SCV will be supported by SEI Partners (SEI 2007)

226 Partners offer Introduction to CMMI248 Partners offer SCAMPI appraisal services54,460 Introduction to CMMI courses since 2000

CMMI-SVC initial draft distributed March 2007 for comment. Scheduled for release ??

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

References

AIDA Project. (2005). IT Service Management Process Reference Model. Luxembourg: Centre de Recherche Public Henri Tudor.Cater-Steel, A. P., & Tan, W.-G. (2005). Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and SuccessFactors. Paper presented at the IT Governance International Conference, Auckland, NZ.Cater-Steel, A.P., Tan, W.-G, & Toleman, M (2007). itSMF Australia 2006 Conference: Summary of ITIL Adoption Survey Responses. http://eprints.usq.edu.au.Kopcho, J. (2006, March). Integrating CMMI & ITIL: An outsourcing Success Story. Paper presented at the SEPG, Nashville, Tennessee.Hollenbach, R., & Buteau, B. (2006, Nov 16). CMMI for Services: Introducing the CMMI for Service Constellation.Paper presented at the CMMI Technology Conference, Denver.

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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au

References

ISO/IEC. (2005). ISO/IEC 20000:2005 Information technology -Service management - Part 1: Specification. Geneva: International Organization for Standardization.itSMF International, ITIL Version 3 Global Road Show, www.itsmf.fiMalzahn, D. (2007-8) Integrated product life cycle management for software – CMMI, SPICE and ISO 20000 forthcoming in A. Cater-Steel (Ed), IT Governance and Service Management: Frameworks and Adaptations. Hershey: Idea Group.OGC. (2002). IT Infrastructure Library- Service Delivery & IT Infrastructure Library- Service Support. London: Stationery Office.SEI (2006). CMMI for Services: Initial Draft. Pittsburgh: SEI CMU.SEI (2007) Capability Maturity Model Integration (CMMI) Version 1.2 Overview. http://www.sei.cmu.edu/cmmi/adoption/pdf/cmmi-overview07.pdf

For Aileen’ publications: http://eprints.usq.edu.au/

http://www.sei.cmu.edu/cmmi/adoption/pdf/cmmi-overview07.pdfhttp://www.sei.cmu.edu/cmmi/adoption/pdf/cmmi-overview07.pdf

5th Annual SEPG Australia Conference�Gold Coast, August 2007��Integration of Service Management with CMMI ® and SPICE AgendaITIL in a Nutshell (OGC 2005)Core ITIL Components v.2OGC, ITIL, itSMF, training providers, exam institutesDemand for training – worldwide ExinDemand for ITIL qualified staffComponents of ISO/IEC 20000 (ISO/IEC 2005)Organisations in ISO/IEC 20000 certificationAIDA = ITIL + ISO 15504 (AIDA Project 2005)ISO/IEC 20000 + ISO/IEC 15504CMMI + ITIL (Kopcho 2006)CMMI Constellations (Hollenbach & Buteau 2006)CMMI-SVC Process Areas (Hollenbach & Buteau 2006)Constellations and process areas (Malzahn 2007-8)CMMI for Services categoriesDecision: CMMI SVC or ISO/IEC 20000?Comparison ITIL/CMMI Adoption (Cater-Steel et al.)Decision: CMMI SVC or ISO/IEC 20000?ReferencesReferences