CMMI Services Introduction

Tim Spring 2008

The CMMI-SVC v1.2 model is a collection of services best practices normally offered by a service provider organization. It builds upon the foundation of material that is in common with CMMI for Development and CMMI for Acquisition while providing guidance to service organizations or to development and acquisition organizations with service components as part of their portfolio. These services are normally defined by the Acquirer.

The CMMI® for Services (CMMI-SVC) constellation carries the CMMI architecture into the realm of practices that cover the establishment, delivery, and management of services.

CMMI® for Services is relevant to any organization concerned with the delivery of services, including enterprises in sectors such as defense, information technology, health care, finance, and transportation.

Services Overview

Service - a product that is intangible and non-storable (From CMMI-SVC Glossary)

• In CMMI models, however, products and services are not disjoint categories:
• A service is considered to be a special variety of product
• Products that are not services in the CMMI context are referred to as "goods"

Processes are activities, while services are a useful result of performing those activities!

A service is delivered through the operation of a service system - The full extent of a service system encompasses everything required for service delivery, including work products, processes, tools, facilities, consumable items, and human resources.

A service agreement is the foundation of the joint understanding between a service provider and customer of what to expect from their mutual relationship.

A service request identifies one or more desired services that the request originator expects to be included within the scope of an existing service agreement