5th Annual SEPG Australia Conference Gold Coast, August 2007 Integration of Service Management with CMMI and SPICE Dr Aileen Cater-Steel CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University
Slide 2 Agenda IT Service Management standards ITIL IT Infrastructure Library ISO/IEC 20000 ISO/IEC 15504 Spice CMMI-SVC Conclusion Questions
Slide 3 ITIL in a Nutshell (OGC 2005) IT Infrastructure Library (ITIL) was developed by UK s Office of Government Commerce (OGC) to provide a set of comprehensive and cohesive set of templates and best practices for core IT operational processes Defines quality as matched to business needs and user requirements as these evolve Core of ITIL comprises: 6 service support processes + 5 service delivery processes
Slide 4 Core ITIL Components v.2 Business focused Service Level Management Service Delivery TACTICAL LEVEL Financial Management Capacity Management IT Continuity Management Availability Management Client/user focused Service Desk (Customer-facing support group) Incident Management Problem Management Change Management Configuration Management Release Management Service Support OPERATIONAL LEVEL
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Slide 7 OGC, ITIL, itsmf, training providers, exam institutes Examination institutes* * from July 2007, exam institutes licensed through APM Group Accredited course providers
Slide 8 Demand for training worldwide Exin 120000 100000 80000 60000 40000 Service Manager Practitioner Foundation Total 20000 0 2000 2001 2002 2003 2004 2005
Slide 9 Demand for ITIL qualified staff seek.com.au 771 Australian jobs requesting ITIL skills posted within the last 30 days Help desk/support, project management, business analysis, software engineering, networking, and training May 2004: Seek listed 25 jobs with ITIL skills
Slide 10 Components of ISO/IEC 20000 (ISO/IEC 2005) Service Delivery Processes Capacity Management Service Continuity & Availability Management Release Processes Release Management Service Level Management Service Reporting Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting & Accounting for IT Services Relationship Processes Business Relationship Management Supplier Management
Slide 11 Organisations in ISO/IEC 20000 certification ISO/IEC 20000 audit accredit National Accreditation Bodies Conformity Assessment Body (CAB)
Slide 12 AIDA = ITIL + ISO 15504 (AIDA Project 2005) Assessment and Improvement integrated Approach (AIDA) - Beatrix Barafort and her team at the Henri Tudor Research Institute in Luxembourg Developed SPICE-compliant PRM and PAM based on ITIL Includes Primary Life Cycle process descriptions Service Support Group incident management, problem management, configuration management, change management, release management Service Delivery Group Service level management, IT finance management, capacity management, IT service continuity management, availability management
Slide 13 ISO/IEC 20000 + ISO/IEC 15504 New work item proposals - June 2007 JTC 1/SC7 WG25 ISO/IEC 15504-8: an exemplar process assessment model for IT service management ISO/IEC 20000-4: process reference model
Slide 14 CMMI + ITIL (Kopcho 2006) Capgemini case study/presentation Mapped ITIL process to CMMI With CMMI describing our process framework (the "what") and ITIL as the basis of our best practices (the "how"), we were able to: Achieve CMMI Maturity Level 2 just nine months after the initiation of the improvement program Address the needs of developers, support staff, and managers within the same broad lifecycle framework Lay the groundwork for accelerated future process improvement and service delivery optimization
Slide 15 CMMI Constellations (Hollenbach & Buteau 2006) CMMI-DEV provides guidance for measuring, monitoring and managing development processes CMMI- SVC CMMI-SVC provides guidance for delivering services within organizations and to external customers CMMI- DEV CMMI- ACQ 16 Foundation Process Areas, common to all CMMI-ACQ provides guidance for enabling informed and decisive acquisition leadership
Slide 16 CMMI-SVC Process Areas (Hollenbach & Buteau 2006) Service PAs CMMI-SVC 5 3 22 Service Addition PAs Shared PAs (SAM) 1 16 CMMI Foundation Service Modifications: 21 amplifications in 7 PAs 5 added references 1 modified PA (REQM) 1 specific goal 2 specific practices CMMI-DEV CMMI-ACQ CMMI-SVC: 22 PAs + 3 Optional PAs
Slide 17 Constellations and process areas (Malzahn 2007-8) CMMI Model Foundation Shared CMMI process areas (CAR, CM, DAR, IPM, M&A, OID, OPD, OPF, OPP, OT, PMC, PP, PPQA, QPM, REQM, RSKM) Acquisition CMMI-ACQ Development CMMI-DEV Service CMMI-SVC Acquisition Management (AM) Acquisition Requirements Development (ARM) Acquisition Technical Solution (ATS) Acqusition Validiation (AVAL) Acquisition Verification (AVER) Solicitation and Supplier Agreement Development (SSAD) Product Integration (PI) Requirements Development (RD) Technical Solution (TS) Validation (VAL) Verification (VER) Supplier Agreement Management (SAM) Capacity and Availability Management (CAM) Incident and Request Management (IRM) Organizational Service Management (OSM) Problem Management (PRM) Service Continuity Management (SCON) Service Delivery (SD) Service System Development (SS) Service Transition (ST) Supplier Agreement Management (SAM)
Slide 18 CMMI for Services categories Process management Organisational service management* Project management Capacity and availability management Service continuity* Service establishment & delivery Incident and request management Service delivery Service system development* Service transition Support Problem management
Slide 19 Decision: CMMI SVC or ISO/IEC 20000? ITIL has strong support in Australia and Europe and adoption is growing in the USA Fostered by IT Service Management Forum itsmf Demand for ITIL skills is growing - evidenced by job specs and increased training for individuals Mature in terms of training courses, documentation and support tools ISO/IEC 20000 will shift the emphasis from certification of individuals (ITIL) to organisation audit and certification As an international standard, ISO/IEC 20000 is easily accessible to organisations, consultants,
Slide 20 Comparison ITIL/CMMI Adoption (Cater-Steel et al.) Survey results: itsmf National Conference Starting Partially Largely Fully TOTAL 2005 ITIL 26 64 17 3 110 CMMI 10 12 0 1 23 2006 ITIL 21 39 17 2 79 CMMI 4 2 2 0 8
Slide 21 Decision: CMMI SVC or ISO/IEC 20000? CMMI-DEV process assets can be reused in adopting CMMI- SVC Substantial overlap between CMMI-SVC process areas and ISO/IEC 20000 processes CMMI-SCV will be supported by SEI Partners (SEI 2007) 226 Partners offer Introduction to CMMI 248 Partners offer SCAMPI appraisal services 54,460 Introduction to CMMI courses since 2000 CMMI-SVC initial draft distributed March 2007 for comment. Scheduled for release??
Slide 22 References AIDA Project. (2005). IT Service Management Process Reference Model. Luxembourg: Centre de Recherche Public Henri Tudor. Cater-Steel, A. P., & Tan, W.-G. (2005). Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and Success Factors. Paper presented at the IT Governance International Conference, Auckland, NZ. Cater-Steel, A.P., Tan, W.-G, & Toleman, M (2007). itsmf Australia 2006 Conference: Summary of ITIL Adoption Survey Responses. http://eprints.usq.edu.au. Kopcho, J. (2006, March). Integrating CMMI & ITIL: An outsourcing Success Story. Paper presented at the SEPG, Nashville, Tennessee. Hollenbach, R., & Buteau, B. (2006, Nov 16). CMMI for Services: Introducing the CMMI for Service Constellation. Paper presented at the CMMI Technology Conference, Denver.
Slide 23 References ISO/IEC. (2005). ISO/IEC 20000:2005 Information technology - Service management - Part 1: Specification. Geneva: International Organization for Standardization. itsmf International, ITIL Version 3 Global Road Show, www.itsmf.fi Malzahn, D. (2007-8) Integrated product life cycle management for software CMMI, SPICE and ISO 20000 forthcoming in A. Cater- Steel (Ed), IT Governance and Service Management: Frameworks and Adaptations. Hershey: Idea Group. OGC. (2002). IT Infrastructure Library- Service Delivery & IT Infrastructure Library- Service Support. London: Stationery Office. SEI (2006). CMMI for Services: Initial Draft. Pittsburgh: SEI CMU. SEI (2007) Capability Maturity Model Integration (CMMI) Version 1.2 Overview. http://www.sei.cmu.edu/cmmi/adoption/pdf/cmmioverview07.pdf For Aileen publications: http://eprints.usq.edu.au/