CMMI® For SVC

The Capability Maturity Model® Integrated – Services (CMMI®-SVC) Ver. 1.2 is an integrated model to propel process improvements in the service industry, the model addresses the activities required to establish, deliver, and manage services.

CMMI®-SVC places proven practices into a structure that helps an organization to assess its organizational maturity and process area capability, establish priorities for improvement, and guide the process improvement initiative.

The overview to CMMI®-SVC Ver. 1.2 workshop introduces participants to the model and its fundamental concepts. The course discussion emphasizes the understanding of different model representations, the five maturity levels and the 24 Process Areas (PAs) of the model. The course also provides an overview to the statistical concepts and the nuances of understating High Maturity practices, the truths and the myths associated with the same.

Workshop Benefits

The workshop will help the participants to:

  • Understand the CMMI® framework
  • Understand the detailed requirements of the process areas in the CMMI®-SVC
  • Understand the need of CMMI®-SVC and how it can be used to solve your organizational issues
  • Understand the synergies and differences between CMMI®-SVC and CMMI®-DEV and ITIL
  • Make valid judgments regarding the organization’s implementation of process areas
  • Learn to develop a practical and effective implementation roadmap
  • Identify issues that should be addressed in performing process improvements using the CMMI®-SVC
  • Quality Team
  • Process Improvement Team
  • Delivery Heads
  • Practitioners who will be participating in the CMMI® SVC journey
  • Appraisal Team Members

The workshop follows lecture supplemented with illustrations. The instructor maintains a high level of student interaction and discussion to satisfy the student’s needs in their work environments. Extensive experiential learning and cases studies will be integrated in the workshop proceedings.

Workshop Contents

Day 1

  • Introduction
  • Process Concepts
    • Why processes
    • Process Capability
    • Why is process maturity a concern
  • Origin of CMMI ®
    • Evolution of CMMI ®
    • Concept of Constellations
      • Services
      • Development
      • Acquisition
    • Synergies and Differences between
      • CMMI ® -SVC & CMMI ® -DEV
      • CMMI ® -SVC & ITIL
  • CMMI ® Framework
    • CMMI ®-SVC documentation structure
    • Staged & Continuous Representations
    • Maturity & Capability Levels
    • Structure of a Process Area
      • Process areas
      • Specific goals
      • Generic goals
      • Specific practices
      • Generic practices
      • Other components
  • Staged Model
    • The maturity levels
    • Process visibility across the maturity levels
    • Behavioral characteristics of each maturity level
  • CMMI ® Road Map & Appraisals
    • IDEAL SM Wheel
    • CMMI ® Roadmap : Initiation, gap analysis, process enhancement and implementation, pre assessment, assessment team training and SCAMPI SM
    • Appraisal Classes
      • Class A Appraisal (SCAMPI SM -A)
      • Class B & Class C Appraisals
  • Maturity Level 2 Process Areas
    • Configuration Management
    • Measurement & Analysis
    • Project Monitoring & Control
    • Project Planning
    • Process & Product Quality Assurance
    • Requirements Management
    • Service Delivery
    • Supplier Agreement Management

Day 2

  • Maturity Level 3 Process Areas
    • Capacity and Availability Management
    • Decision Analysis & Resolution
    • Integrated Project Management
    • Incident Resolution & Prevention
    • Organizational Process Definition
    • Organizational Process Focus
    • Organizational Training
    • Risk Management
    • Service Continuity
    • Service System Development
    • Service System Transition
    • Strategic Service Management
  • Context Setting for High Maturity
  • Maturity Level 4 Process Areas
    • Organizational Process Performance
    • Quantitative Project Management
  • Maturity Level 5 Process Areas
    • Causal Analysis & Resolution
    • Organizational Innovation & Deployment
  • Summary
    • Journey Revisited
    • Critical Success Factors
    • Question & Answer