GPI Asia Annual Conference 2012 CMMI for Development with CMMI for Service, or with ITIL

Transcription

1 GPI Asia Annual Conference 2012 CMMI for Development with CMMI for Service, or with ITIL By: K. Panee Aramruthailert K. Anuchit Chitpirom 28 June 2012

2 Agenda Why service process is necessary Background and Comparison Scope, Architecture, Approach and Focus Appraisals and Individual Certifications Applying to business 2

3 WHY SERVICE PROCESS IS NECESSARY 3

4 Why service process is necessary Requirement Product Development Measurement / Optimize Design Operate / Support Build / Test 4 Service Management Deploy

5 Why service process is necessary Organizations rely on IT to achieve company vision, business strategy and goals Demand for process improvement in services is likely to grow Poor customer service costs companies $338 billion annually Needs to move IT organizations from being reactive to be proactive Pressure: To improve communication and coordination with development and others To improve service performance To reduce cost and improve quality 5

6 Why service process is necessary IT service must be: Well planned Well designed Well managed Well delivered 6

7 BACKGROUND AND COMPARISON 7

8 CMMI-SVC History 1993, SW CMM v , CMMI SE/SW/IPPD/S S V , CMMI-SVC v , CMMI SE/SW v , CMMI-DEV v , CMMI-DEV v1.3 CMMI-SVC v1.3 CMMI-ACQ v1.3 Draws on concepts and practices from CMMI and other service-focused standards and models, including: ITIL: Information Technology Infrastructure Library ISO/IEC 20000: Information Technology Service Management CobiT: Control Objects for Information and related Technology ITSCMM: Information Technology Services Capability Maturity Model 8

9 CMMI for Service CMMI-SVC (24 PAs) 70% reused from CMMI-DEV Services-specific PAs Shared PA (SAM) with CMMI-ACQ CMMI-SVC addition Core PAs Core PAs include service-specific informative material CMMI-DEV CMMI for Development CMMI-ACQ CMMI for Acquisition 9

10 ITIL History Conceived by UK government s Central Computer and Telecommunications Agency (CCTA) 1980 s. Many large organisations and government agencies throughout Europe had also adopted ITIL. Service Support (ITIL V2) published, Service Delivery (ITIL V2 published. Microsoft used ITIL to develop Microsoft Operations Framework (MOF). ITIL V2 became the world s leading Service Management reference source. ITIL 3 project began with consultations with thousands of global IT Service Management practitioners Launch of ITIL 3. ITIL is now supported by an international standard, namely ISO IEC Latest update: ITIL 2011 Edition published

11 ITIL Five core stage of ITIL V3: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement ITIL 11

12 Comparison CMMI for Service - Scope Widely applicable to any internal/external service - Architecture Single volume Two representations: Continuous and Staged Improvement route-map (Level 0-5) ITIL -Scope Focuses on IT Service - Architecture Five core volumes covering 5 stages in Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement 12

13 Comparison (Cont.) CMMI for Service Approach What To : What should be done; non-prescriptive Focus Institutionalization Process Management Organization Support Work management Measurement and real improvement ITIL Approach How To : How to do things; more prescriptive Focus How to plan, operate and improve IT to deliver value to the customers and the business Centers specifically on IT service, including Assets management Knowledge management Security management Financial management 13

14 Comparison (Cont.) CMMI for Service Appraisal SCAMPI Method ITIL Appraisal No organizational appraisal / certification by ITIL However, offer essential basis towards ISO/IEC certification and ISO/IEC

15 Comparison (Cont.) CMMI for Service Individual Certificate From Introduction to Practitioner or Instructor or Lead Appraiser Managed and controlled via SEI Partner ITIL Individual Certificate Foundation, Intermediate, Managing Across the Lifecycle, ITIL Expert and ITIL Master 15

16 APPLYING TO BUSINESS 16

17 Small Development; Specific Service Requirement Product Development Design Measurement Build / Test Support Service Management 17

18 Small Development; Specific Service For example, small application development and support Pick some process areas of CMMI for Service or ITIL, such as Incident and Problem Management (IRP) Service Delivery (SD) Service Strategy (STSM) 18

19 Small Development; Comprehensive Service Requirement Product Development Measurement / Optimize Design Operate / Support Build Service Management Deploy 19

20 Small Development; Comprehensive Service For example, customized solution service, web service Fully implement CMMI for Service or ITIL, e.g. Capacity and Availability Management (CAM) Service Transition (SST) Service Continuity (SCON) 20

21 Large Development; Specific Service Product Development Requirement Design Measurement Build / Test Support Service Management 21

22 Large Development; Specific Service For example, complex software/system, client-owned deployment Fully implement CMMI for Development Add the following process into Development Engineering (REQM, RD, VER) Service Delivery (SD) Incident and Problem Management (IRP) Capacity and Availability Management (CAM) Add Service Transition (SST) into Development Product Integration (PI) Extend Measurement and Analysis (MA) to Service 22

23 Large Development; Comprehensive Service Requirement Product Development Measurement / Optimize Design Operate / Support Build / Test Service Management Deploy 23

24 Large Development; Comprehensive Service For example, large software/system with data center operation, software as a service (SAAS), internet banking Fully implement CMMI for Development Fully implement CMMI for Service or ITIL Develop a blend that uses both concepts across the development and operations arenas, for example Service Transition (SST) and CMMI-DEV Product Integration Measurement and Analysis CMMI-SVC Work Management and Project Management (End to End Project Management) 24

25 Process Support Function Example: SPI, PMO, PPQA, Training Basically covered by Generic Practices which including plan, resources, configuration, monitoring and control Consider implementing Service Delivery (SD) for better performance Service System Transition (SST) for better change deployment Capacity and Availability Management (CAM) for better resource management 25

26 References CMMI Library ITIL Official Website 26

27 THANK YOU