Integration of Service Management with CMMI and SPICE · Integration of Service Management with...
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5th Annual SEPG Australia Conference Gold 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
Transcript of Integration of Service Management with CMMI and SPICE · Integration of Service Management with...
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
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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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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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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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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Host of ACIS2007 University Of Southern Queensland Toowoomba www.acis2007.usq.edu.au
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/
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