CMMI for Services v2.0 Changes, Practice Areas, Appraisals

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ISO 9001:2015 ISO 27001:2013 ISO 20000-1:2011 O-TTPS 1.1 (ISO/IEC 20243:2015) CMMI-DEV ML3 CMMI-SVC ML3 NIST 800-171 Compliant
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What’s New: CMMI For Services V2.0
Presented By: Gary Coleman - CMMI Lead Appraiser

Key Discussion Topics
• What is CMMI-SVC?
• Why Version 2.0?
• What’s Different about the Model?
• What’s Different about the Appraisal?
• How Do These Changes Effect Me?
• Can I Get Help?
2

What is CMMI-SVC?
CMMI is an organized collection of industry best practices that can be used to
direct business performance improvements, and serve as an assessment tool to
demonstrate progress towards goals.
These practices cover a variety of service types, not just IT, for example:
• Help Desk
• Staffing services (“Butts in Seats” projects)
• Transportation
• Maintenance
CMMI-SVC is a “view” into these practices.
There are other “views”: Development Engineering, and Supplier Management.
There will be more “views” in the future.
3

Why Version 2.0?
It’s been 8 years since the model has been updated!
CMMI v1.3 has been implemented in thousands of organizations around the
world. (Translation challenges!)
There are a number of poorly understood practices in the v1.3 model
Need to focus on capability and business results
Need to update appraisal procedures to reduce “gaming”
Need better ways of coordinating model suite components:
• Practice descriptions
• Training/Certification of individuals
• Appraisal methods and tools
• Adoption Support
4

What’s Different about the Model? (1)
Structure
• Related Practices grouped into Practice Areas
• Some PAs have more Levels than others
• Practice Areas are organized by Capability Areas
• Capability Areas are grouped into 4 Categories
• Enabling
• Doing
• Managing
• Improving
5

CMMI-SVC Structure
6

Structure: CMMI-SVC Capability Areas for Categories
DOING
Ensuring Quality
(ENQ)
Delivering &
Managing
Services (DMS)
Selecting &
Managing
Suppliers (SMS)
MANAGING
Planning &
Managing Work
(PMW)
Managing
Business
Resilience (MBR)
Managing the
Workforce
(MWF)
ENABLING
Supporting
Implementation
(SI)
IMPROVING
Sustaining Habit
and Persistence
(SHP)
Improving
Performance
(IMP)
7

Structure: CMMI-SVC Practice Areas - DOING
Ensuring Quality (4 practice areas / 33 sub-practices)
• Peer Reviews (PR)
perform reviews of key work products according to defined procedures to verify requirement outputs
• Verification & Validation (VV)
verify developed solutions to adhere to requirements and validate solution functionality
• Process Quality Assurance (PQA)
provide staff and management with objective insight into processes and associated work products
• Requirements Development & Management (RDM)
manage requirements of the project’s products and product components and to ensure alignment between those
requirements and the project’s plans and work products
Delivering & Managing Services (2 practice areas / 13 sub-practices)
• Service Delivery Management (SDM)
delivery and management of services provided and supplied to customers
• Strategic Service Management (STSM)
deployment of standard services to be provided to customers based on the organization’s strategic needs
Selecting & Managing Suppliers (1 practice area / 9 sub-practices)
• Supplier Agreement Management (SAM)
manage the acquisition of products and services from suppliers and providers
8

Structure: CMMI-SVC Practice Areas - MANAGING
Planning and Managing Work (3 practice areas / 30 sub-practices)
• Planning (PLAN)
establish and maintain plans that define project activities
• Estimating (EST)
define the methods used for estimating the level of effort for performing and completion of assigned work
• Monitor and Control (MC)
provide an understanding of the project’s progress so that appropriate corrective actions can be taken when the
project’s performance deviates significantly from the plan
Managing Business Resilience (3 practice areas / 21 sub-practices)
• Risk and Opportunity Management (RSK)
identify potential problems before they occur so that risk handling activities can be planned and invoked in proactive
manner
• Incident Resolution & Prevention (IRP)
resolution and prevention of disruptions to the delivery of services and sustain agreed service levels
• Continuity (CONT)
planning of activities performed in the event of significant disruptions to business operation and services
Managing the Workforce (1 practice area / 9 sub-practices)
• Organizational Training (OT)
develop skills and knowledge of people so they can perform their roles effectively and efficiently
9

Structure: CMMI-SVC Practice Areas - ENABLING
Supporting Implementation (3 practice areas / 23 sub-practices)
• Configuration Management (CM)
establish and maintain the integrity of work products using configuration identification, configuration
control, configuration status accounting, and configuration audits
• Casual Analysis & Resolution (CAR)
formalize the practice for management and correction of nonconforming products, solutions, and prevent
reoccurrence
• Decision Analysis & Resolution (DAR)
analyze possible decisions using a formal evaluation process that evaluates identified alternatives against
established criteria
10

Structure: CMMI-SVC Practice Areas - IMPROVING
Sustaining Habit & Persistence (2 practice areas / 13 sub-practices)
• Governance (GOV)
senior management direction and directive for performing work and ensuring resources are available to
achieve objectives
• Implementation Infrastructure (II)
define and establish core practices and documentation to be used for performing development activities
Improving Performance (3 practice areas / 36 sub-practices)
• Process Management (PCM)
establish the methodology for planning and performing continual improvement activities
• Process Asset Development (PAD)
management of established process assets to ensure work is performed to meet developed requirements
• Managing Performance & Measurement (MPM)
develop and sustain a measurement capability used to support management information needs
11

What’s Different
12

What’s Different about the Model?
Content
• Most Practices from v1.3 are included
• Most v1.3 Process Areas are v2.0 Practice Areas
• New Explanatory and Context Specific Information
“Intent” and “Value” statements focus on business
• Generic Practices are gone!
• Two New Practice Areas Replace Generic Practices
Governance
Implementation Infrastructure
13

What’s Different about the Model?
Delivery
• On-line V2.0 Model Viewer replaces V1.3 Book
Model Viewer can be customized per business needs
Model Viewer is always up-to-date
• Model Viewer is a licensed product
Individual license, Enterprise license
• All Certified Individuals have free access to Model Viewer for a limited time
• Some Model content is public domain
14

What’s Different about the Appraisal?
Appraisal
• Appraisal Types
• Evaluation, Benchmark, Sustainment, APR
• Random Sampling (Huge difference!)
Org provides org/project descriptions to CMMI Institute
CMMI Institute selects projects to appraise
• “Governance” and “Implementation Infrastructure” are applied against all PAs
More senior management involvement
• New Appraisal Output: Performance Report
Details the business impact of the org’s processes
15

CMMI-SVC V2.0 Appraisal Types
16

How Do These Changes Effect Me?
• You can do a v1.3 appraisal until Sept-2020
• You will need to license your access to the v2.0 Model
• There are new certifications for individuals
CMMI Associate
CMMI Professional
CMMI Lead Appraiser
CMMI Instructor
• All Appraisal Team Members must be certified for v2.0
• It is more complicated to set up a v2.0 appraisal, because of the new random
sampling approach
• Increased senior management involved, due to Governance PA
17

Can I Get Help? Yes!
Integration Technologies Group, Inc. has
provided public and private sector organizations
worldwide with reliable, complete and timely
• Professional Services,
• IT Service Management,
• Consulting Services,
• Unified Communications,
• Accessibility Solutions,
• Technology Integration Services
for more than 30 years.
Since its inception, ITG has provided consulting
support and assisted numerous organizations in
ISO, CMMI, NIST implementations,
concentrating on government and service
providers
ISO 9001:2015
Quality Management System
ISO 20000-1:2011
IT Service Management System
ISO 27001:2013
Information Security Management System
CMMI-DEV
at Maturity Level 3
CMMI-SVC
at Maturity Level 3
O-TTPS 1.1
(ISO/IEC 20243:2015)
NIST 800-171
Compliant
18

Consulting Credentials
ITG has consulted with 200+ companies on
multiple frameworks and standards
Experience with management of resource
commitments and restraints needed to
maintain conformance to ISO, CMMI, NIST
best practices as practitioners,
implementers, and auditors
Our team of full-time consultants have
subject matter expertise in IT services,
software development, project
management, and process improvement
Expertise with integration of best practices
with ISO, CMMI and NIST requirements.
19
The majority of our clients average 2 – 3
“certifications / appraisals”
Direct experience and knowledge in
working with the Federal government

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