cmmi for services -...
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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
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And more…
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Yet more…
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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?
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Why CMMI-SVC?
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More on “Why?”
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The Differences Matter A Lot
25-Jan-11 14 (C) 2011 Entinex, Inc.
Differences that Show Up:
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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
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Process Areas
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Development looks like
25-Jan-11 19 (C) 2011 Entinex, Inc.
Service perspective on same
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“Developing” a Service
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To Develop a Service…
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Using DEV and SVC Together
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Playing nicely with others
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Since you *must* ask!
Maturity Level 2
Maturity Level 3
Maturity Level 4
Maturity Level 5
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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?
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Ask yourself…
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Things to consider
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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… … …
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THANKS FOR YOUR
ATTENTION!
Questions?
25-Jan-11 31 (C) 2011 Entinex, Inc.
25-Jan-11 32 (C) 2011 Entinex, Inc.
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