cmmi svc versus iso/iec 20000
DESCRIPTION
CMMI SVC versus ISO/IEC 20000TRANSCRIPT
CMMI-SVC & ISO20000 Kieran Doyle T: 01748 821824 E: [email protected]
© Lamri Ltd 2008
Agenda
• How CMMI-SVC Relates to ISO 20000 • What does CMMI-SVC give me? • Implementation Scenarios
How CMMI-SVC Relates to ISO 20000
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The CMMI-SVC Model
Requirements Management
Project Planning
Project Monitoring & Control
Supplier Agreement Management
Measurement & Analysis
Process & Product QA
Configuration Management
Capacity & Availability Management
Strategic Service Management
Incident Resolution & Prevention
Service Continuity
Service System Development *
Integrated Project Management
Organisational Process Focus
Organisation Process Definition
Organisational Training
Decision Analysis & Resolution
Organisational Process Performance
Organisational Innovation & Deployment
Quantitative Project Management
Causal Analysis & Resolution
2- MANAGED
3- DEFINED
4- QUANTITATIVELY MANAGED
5- OPTIMISING
MATURITY LEVEL
PROCESS AREAS
Service System Transition
Service Delivery
* Optional addition
Core Process Areas CMMI-SVC Process Areas Shared Process Areas (i.e. only with CMMI-DEV)
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Mapping ISO 20000 Clauses to CMMI-SVC
CMMI-SVC provides almost complete coverage of ISO 20000 clauses
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How Much CMMI-SVC Do I Need for ISO 20000?
Requirements Management
Project Planning
Project Monitoring & Control
Supplier Agreement Management
Measurement & Analysis
Process & Product QA
Configuration Management
Capacity & Availability Management
Strategic Service Management
Incident Resolution & Prevention
Service Continuity
Service System Development *
Integrated Project Management
Organisational Process Focus
Organisation Process Definition
Organisational Training
Decision Analysis & Resolution
Organisational Process Performance
Organisational Innovation & Deployment
Quantitative Project Management
Causal Analysis & Resolution
2- MANAGED
3- DEFINED
4- QUANTITATIVELY MANAGED
5- OPTIMISING
MATURITY LEVEL
PROCESS AREAS
Service System Transition
Service Delivery
* Optional addition
Not necessary for initial coverage CMMI-SVC Process Areas required to cover ISO 20000 clauses
N.B. – Lamri recommends always implementing complete process areas.
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If I Do ISO 20000, How Much CMMI-SVC Do I Get?
Strategic Service Management
Service System Development *
Integrated Project Management
Organisational Process Focus
Organisation Process Definition
Organisational Training
Decision Analysis & Resolution
Organisational Process Performance
Organisational Innovation & Deployment
Quantitative Project Management
Causal Analysis & Resolution
2- MANAGED
3- DEFINED
4- QUANTITATIVELY MANAGED
5- OPTIMISING
MATURITY LEVEL
PROCESS AREAS
* Optional addition
Capacity & Availability Management
Configuration Management
Process & Product QA
Supplier Agreement Management
Requirements Management
Project Planning
Project Monitoring & Control
Measurement & Analysis
Service Delivery
Incident Resolution & Prevention
Service System Transition
Service Continuity
Not necessary for ISO 20000 Required to cover ISO 20000 Implementing ISO20000 gives this CMMI-SVC Coverage
ISO20000 partially implements CMMI processes. The differences are significant – in the next slides we discuss these differences.
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Difference = Value
• Lamri recommends implementing each Process Area in
FULL
• Partial implementation of a Process Area is a risky approach
• Practices are closely connected and difficult to pull apart • ISO 20000 coverage is dispersed
• However, these differences represent advantage from implementing the CMMI practices
The CMMI Added Value: Where CMMI Maps Directly to ISO 20000
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CMMI Added Value - Generic Practice (GPs) Gaps
• At Capability Level 2, all Process Areas have these 10 GPs in place
• All GPs are core to all CMMI Models
• They ensure the embedding of good practice
• They provide pragmatic steps that lead automatically to well embedded practice
Generic Practices Establish an Organisational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher Level Management
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CMMI Added Value - Generic Practices (GPs)
• Certain practices are not stressed to the same extent in ISO20000. E.g. • Stakeholder Management
• Stakeholder management occurs a couple of places in the standard
• In CMMI it is an inherent part of every process area, focussing attention on what stakeholders are relevant to each task, and how they are involved
• Management Information Flows (Monitor and Control the Process) • Every process area requires pragmatic measures to be
identified and used • Provides a structure for capturing and reporting management
information that zeros in on what is important to managers
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CMMI Added Value – Process Areas
Requirements Management (REQM)
• Traceability of requirements right through from the customer’s request through to finished product.
• Ties Service Design, Development and Delivery together
• In a services environment this is crucial for rapid turn around of changes to services
Project Management Process Areas (PP, PMC)
• Rigorous mechanisms which have been proven to lead to substantial improvements in organisational predictability.
Supplier Agreement Management (SAM)
Instils a way of managing supplier interfaces that requires insight into the relevant supplier processes (“Looking into the box”). This facilitates:
• Effective tailoring of processes to relevant interfaces
• Focussed management information for supplier interfaces
• Better risk management of supplier interfaces
Fully implementing the process areas that map directly to ISO 20000 can deliver significant benefits.
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CMMI Added Value – Process Areas
Measurement and Analysis (MA)
CMMI brings robust management information rather than just data collection. This focuses attention on:
• Collecting the right information that addresses organisational goals
• Addressing how we are going to analyse the data and turn it into valuable information
• Taking the right action using the data
• Building up a history of data that progressively delivers better predictability and a richer picture of organisational behaviour
Fully implementing the process areas that map directly to ISO 20000 can deliver significant benefits.
The CMMI Added Value: From Fully Implementing Maturity Level 3
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What Value Do The Untouched ML3 PA’s Give Us?
Requirements Management
Project Planning
Project Monitoring & Control
Supplier Agreement Management
Measurement & Analysis
Process & Product QA
Configuration Management
Capacity & Availability Management
Strategic Service Management
Incident Resolution & Prevention
Service Continuity
Service System Development *
Integrated Project Management
Organisational Process Focus
Organisation Process Definition
Organisational Training
Decision Analysis & Resolution
Organisational Process Performance
Organisational Innovation & Deployment
Quantitative Project Management
Causal Analysis & Resolution
2- MANAGED
3- DEFINED
4- QUANTITATIVELY MANAGED
5- OPTIMISING
MATURITY LEVEL
PROCESS AREAS
Service System Transition
Service Delivery
* Optional addition
Not necessary for initial coverage CMMI-SVC Process Areas required to cover ISO 20000 clauses
© Lamri Ltd 2008
CMMI Added Value – Maturity Level 3 Gaps Implementing the remaining Maturity Level 3 Process Areas
delivers further substantial benefits. OPF, OPD, OT and IPM are the bedrock of ML3 and together achieve a step change in an
organisation.
Impact Benefit
Organisational Way of Thinking
The big picture of how the organisation fits together and works drives efficient ways of working
Focus on Business Goals
Process is designed to achieve objectives; not to tick boxes.
Process Asset Management
What works can be used again and again with confidence and reduced risk.
Right Balance of People, Tools and Processes
The tools and environments support effective processes and people know what they are doing.
Learning Organisation
The organisation stops re-inventing the wheel. Good practice is easily communicated and used.
Integrated Teams Break down organisational silos between different departments and groups.
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Standardising the Service Offering (Strategic Service Management - SSM)
• This Process Area focuses on maintaining a set of standard services
• Standardising the process offering enables rapid, repeatable delivery of service to customers
• If your organisation already offers a standard catalogue of services, you are well on the way to satisfying this process area.
• BUT remember the importance of the Generic Practices • These practices enforce a particular discipline in
maintaining the organisation’s asset base
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The Improvement Scale
• Achieving CMMI-SVC ML2 gives a solid basis for establishing & maintaining ISO20000
• An existing ISO20000 accreditation is a firm basis for a mature organisation
• Achieving CMMI-SVC ML3 creates an organisation with a very strong customer focus, that is significantly more effective and efficient in the delivery of its services.
CMMI ML2
CMMI ML3
CMMI High Maturity
ISO 20000
CMMI, ISO 20000, ITIL: The Good, The Bad, & The Ugly?
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CMMI-SVC, ISO 20000, ITIL
• These 3 complement each other substantially.
• ITIL is the Library full of great ideas
• CMMI-SVC is the “Reading List” for success
• ISO 20000 is the Exam
• CMMI-SVC Supports ISO 20000. ITIL is not essential
• But Lamri recommends using ITIL for implementation guidance to address gaps
CMMI-SVC Road Map of Change & Value
ISO 20000 Certifies Position
ITIL Provides Implementation Options
Implementation Choices
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Implementation Choices
• Given the mapping discussed earlier we have a number of choices of how to implement CMMI-SVC
• Option 1: Implement all Process Areas that map directly to ISO 20000
• Option 2: Implement all Process Areas up to Maturity Level 3 • Option 3: Implement the Maturity Level 2 process areas only
• Lamri believes these choices fit best with certain scenarios.
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Scenario 1: Maintaining an Existing ISO 20000 Certification.
• CMMI-SVC provides almost complete coverage of the ISO 20000 clauses.
• Only 1 clause (6.6 Information Security Management) is not covered by CMMI-ACQ
• However, if the organisation already has the ISO 20000 standard, this clause will already be satisfied.
• Implementing Option 1 (i.e. the 12 Process Areas that cover the ISO 20000 clauses):
• Maintains the ISO 20000 certification • Embeds the expected behaviours more strongly • Delivers additional benefits that extend the value of the ISO
20000 certification
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Scenario 2: Attaining an ISO 20000 Certification.
• The CMMI-ACQ can be used in two ways to help attain ISO 20000 accreditation.
• Implement Option 1 - (i.e. the Process Areas that cover the ISO 20000 clauses) • Similarly to the previous scenario implementing these 12 Process
Areas will give a significantly more robust implementation of ISO 20000.
• The chances of attaining accreditation are significantly improved. • Additional work would however need to be done in the area of
Information Security Management. However, this would be case anyway.
• Implement Option 3 – I.e. CMMI-ACQ Maturity Level 2. • This wont get the organisation all the way to attaining certification. • But it will give a solid foundation for achieving accreditation. • This option could be used as a partial step towards option 1.
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Scenario 3: Already Have ISO 20000 Certification But Want to Further Improve
• Again two options are worthwhile considering • Implement Option 1
• Implementing these 12 process areas delivers the additional benefits discussed earlier
• It strengthens and maintains the existing accreditation • It constitutes a step towards option 2
• Implement Option 2 – I.e. go straight to CMMI ML3 • This significantly strengthens the existing ISO certification • But additionally increases the organisation’s efficiency,
effectiveness, cohesion, risk profile, etc. • In short CMMI-SVC ML3 delivers Competitive Advantage
Q & A