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-Rajesh Naik
QAI.
CMMI® for Services (SVC)
-Insights & Beyond
HMBP Colloquium
21 May 2010
Agenda
-3-
Typical Challenges in Service Industry
Attaining centralized Model across the Organization for all the services
provided
-4-
What is CMMI-SVC
-5-
What is a Service as per CMMI®-SVC
-6-
Where does CMMI®-SVC apply
KPO
Health Care IT Infrastructure
Telecom Management
Hospitality Retail
Training
Logistics BPO Consulting
Travel
Government Services People Outsourcing
Software (Part Lifecycle)
Banking
Utilities
Insurance
and more…
-7-
CMMI Constellations
-8-
CMMI-SVC Maturity Level
1 Initial
-9-
CMMI®-SVC Process Areas
Service Establishment
Project Management Process Management Support
& Delivery
10
Understanding Service Specific PAs
16 Core
Process Areas Service
& 1 Shared PA Delivery
Service
Continuity (SAM)
PA Addition Service
System
Service
Transition
System
Development
Strategic
Service
Management
Source: SEI
11
Strategic Service Management (STSM)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
16 Core
Process deciding what
services you should
Areas
Service
&1 Delivery
Service
Shared
Continui PA
ty (SAM)
be providing, making
them standard, and
PA Addition
Service
System
Service Transiti
System on
about them
ment
Source: SEI
12
Strategic Service Management (STSM)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage
ment
Preventi
on
deciding what services you should
be providing, making them
standard, and letting people
16 Core
Process
know about them
Areas
Service
&1 Delivery
Service
Shared
Continui PA
ty (SAM)
PA Addition
Service
System
Source: SEI
•Primarily for the airport?
•Luxury / semi-luxury / economy?
•Shared or single person hiring?
•Radio call? Hail from the street?
•Lots of luggage space? More leg room?
13
Service System Development (SSD)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
16 Core
Process
consumables, and
Manage
ment
Source: SEI
equipment
14
Service System Development (SSD)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
PA Addition
•Taxis
Strategi
c
Service
Manage
ment
•Meters
Source: SEI
•Drivers
•Call numbers
•Call centre
•Service Centers
•Waiting/ parking lots
•Driver contracts
•Pricing
•Billing process
•Fuel refill system
15
Service System Transition (SST)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
16 Core
Process
Areas
Service
&1 Delivery
PA Addition
Service
System place, changing existing
systems, retiring obsolete
Service Transiti
System on
Develop
ment
Strategi
Source: SEI
16
Service System Transition (SST)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
PA Addition
Service
System
Service Transiti
System on
Develop
ment
Strategi
c
Service
Manage
Source: SEI
•Put the designed service in action
•Carry out trials
•Smooth out initial glitches
•Make the service fully operational
17
Service Delivery (SD)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
16 Core
Process
Areas
Service
&1 Delivery
Service
Shared
Continui PA
ty (SAM)
PA Addition
Service
System setting up agreements,
taking care of service
Service Transiti
System on
Develop
ment
Strategi
Source: SEI
18
Service Delivery (SD)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
PA Addition
Service
System
Source: SEI
19
Capability & Availability Management (CAM)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
16 Core
Process
Areas
Service
&1 Delivery
Service
Shared
Continui PA
ty (SAM)
PA Addition
Service making sure you have the
resources you need to deliver
System
Service Transiti
System on
Develop
Source: SEI
appropriate cost
20
Capability & Availability Management (CAM)
Capacity
& Incident
Availabil Resoluti
ity on &
Manage Preventi
ment on
PA Addition
Service
System
Source: SEI
•Long term – six months/ one year
•Medium term – month/ week
•Short term – daily/ every hour
21
Incident Resolution & Prevention (IRP)
Capacity &
Availability Incident
Manageme Resolution
nt &
Prevention
16 Core
Process
Service
Areas Delivery
& 1 Shared
Service PA (SAM)
Continuity
PA Addition
Service handling what goes wrong—
and preventing it from going
System
Service Transition
System
Developme
can
nt
Source: SEI
22
Incident Resolution & Prevention (IRP)
Capacity &
Availability Incident
Manageme Resolution
nt &
Prevention
23
Service Continuity Management (SCON)
Capacity
& Incident
Availabilit Resolutio
y n&
Managem Preventio
ent n
16 Core
Process
Areas Service
&1 Delivery
Service Shared
PA Addition
Service disaster and get back to delivering
your service
System
Service Transition
System
Developm
ent
Strategic
Service
Managem
ent
Source: SEI
24
Service Continuity Management (SCON)
Capacity
& Incident being ready to recover from a
disaster and get back to
Availabilit Resolutio
y n&
Managem Preventio
ent n
delivering your service
16 Core
Process
Areas Service
&1 Delivery
Service Shared
Continuity PA (SAM)
PA Addition
Service
System
Service Transition
System
Developm
ent
Strategic
Service
Managem
ent
- 26 -
Production Support Example Analyze Fix Review Test ……
- 29 -
CMMI®- SVC and SCAMPI-A
• Separate appraisals for CMMI®- SVC – currently cannot be combined
with DEV
• LAs need SVC specific authorization
• Scoping of the DEV appraisals may be impacted (after the arrival of SVC).
Projects that may need to be “out of scope” of DEV in future could
include:
– Production support
– Short cycle maintenance projects
– Pure testing project; only coding and unit testing projects
(It was anyway difficult to demonstrate RD, PI and VAL in many such
projects)
• Current Appraisal Results data on PARS shows 8 appraisals (7 on
Continuous!); Mostly ML2/3 PAs; Services include IT and non-IT (order
fulfilment, recruitment, packaging, account management, project
management, business development, etc.)
- 30 -
CMMI-SVC vs ISO 20000 vs V3
Note: PA’s marked as green may still require effort for “transition” to SVC Framework
- 31 -
Opportunities for IT Companies
Our Customers
IT Organization SVC Compliant
(in the service industries)
IT Solutions
More Services Under SVC
(Staff augmentation, BPO, training, facilities, Process (SVC based)
IT support, transport, security, etc.) Consulting
- 33 -
Service Industry Requires Heavy Automation
SERVICE DELIVERY
AND MANAGEMENT
PROCESS
AUTOMATION
- 34 -
Where does CMMI®-SVC apply
KPO
Health Care IT Infrastructure
Telecom Management
Hospitality Retail
Training
Logistics BPO Consulting
Travel
Government Services People Outsourcing
Software (Part Lifecycle)
Banking
Utilities and more…
Insurance
- 35 -
Thank You!
Rajesh Naik
Consulting Partner
QAI India Limited (www.qaiglobal.com)
rajesh.naik@qaiglobal.com
OR
naik.rajeshnaik@gmail.com
+91 9845488767
Personal website
www.rajeshnaik.com
Blog
naikrajesh.blogspot.com
- 36 -
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