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CMMI for Services: Guidelines for Superior Service (2nd Edition) [Hardcover]

Eileen Forrester , Brandon Buteau , Sandra Shrum

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Book Description

March 9 2011 0321711521 978-0321711526 2

CMMI® for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction. A member of the newest CMMI model, CMMI-SVC Version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method.


The indispensable CMMI® for Services, Second Edition, is both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and to show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers.


The book is divided into three parts.


Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecycles in service environments; outline how to start using CMMI-SVC; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.


Part Two describes generic goals and practices, and then details the complete set of twenty-four CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym and are tabbed for easy reference.


Part Three contains several useful resources, including CMMI-SVC-related references, acronym definitions, a glossary of terms, and an index.


Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement.

Frequently Bought Together

CMMI for Services: Guidelines for Superior Service (2nd Edition) + CMMI for Development: Guidelines for Process Integration and Product Improvement (3rd Edition)
Price For Both: CDN$ 120.10

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About the Author

Eileen Forrester is the manager of the CMMI for Services program at the Software Engineering Institute (SEI) and a senior member of the technical staff. She was the co-chair of the International Process Research Consortium and the editor of the IPRC Process Research Framework. Eileen is the developer of TransPlant, a transition-planning process, and her current research area is in process-oriented approaches to service delivery, technology change, risk management, and emergent system types. These approaches include GAIT, CMMI for Services, OCTAVE, MDA, and multimodel improvement approaches. She has more than thirty-five years of experience in technology transition, strategic planning, process improvement, communication planning, and in managing product, service, and nonprofit organizations.


Brandon L. Buteau is a Technical Fellow, technologist, and process architect at Northrop Grumman. He has been a member of the CMMI for Services model development team from its beginning, and is both the chief architect for the model and the team’s ontologist. His professional career of more than thirty-five years has spanned the analysis and development of advanced systems, technology, and processes. Brandon currently helps to define and develop quality and process architectures as well as supporting tools. He leads, performs, coordinates, and consults on research, strategic analyses, technology assessments, knowledge/information modeling, and business development across a spectrum of technologies needed by customers. He received a B.A. in applied mathematics (computer science) from Harvard University in 1976.


Sandy Shrum is a senior writer/editor and communications point of contact for the Software Engineering Process Management program at the Software Engineering Institute (SEI). Along with this book, she has coauthored two other CMMI books: CMMI®-ACQ: Guidelines for Improving the Acquisition of Products and Services (Addison-Wesley, 2009) and two editions of CMMI®: Guidelines for Process Integration and Product Improvement (Addison-Wesley). She has been with the SEI since 1995 and has been a member of the CMMI Development Team since the CMMI project’s inception in 1998. Her roles on the project have included model author, small review team member, reviewer, editor, model development process coordinator, and quality assurance process owner. Before joining the SEI, Sandy worked for eight years as a document developer with Legent Corporation, a Virginia-based software company. Her experience as a technical communicator dates back to 1988, when she earned her M.S. in professional writing from Carnegie Mellon University. Her undergraduate degree, a B.S. in business administration, was earned at Gannon University, Erie, Pennsylvania.

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Most Helpful Customer Reviews on (beta) 4.0 out of 5 stars  5 reviews
5 of 5 people found the following review helpful
4.0 out of 5 stars An excellent reference book for the services model May 30 2011
By Keith M. Carey - Published on
Format:Hardcover|Verified Purchase
If you are looking for an excellent reference book on the CMMI for Services model or are familiar with CMMI and not the latest model, then this is your book. As in previous versions the format is the same and the side tab colors make referencing certain topics easy to do. If you looking to perform or lead a group into the world of CMMI, then I highly recommend getting the print copy. Do not get the kindle since this is a book you will use as a active reference manual than a book to read.
3 of 3 people found the following review helpful
4.0 out of 5 stars A reference guide for your process-improvement journey Aug. 24 2012
By Ben Linders - Published on
As a long-time user of the CMM(I) models, I was pleased to see a book on CMMI for services (CMMI SVC). This third CMMI model addresses organizations that have service development, delivery, and support as their main business. In the introduction, authors Forrester, Buteau, and Shrum note that services now make up 80 percent of the world economy, so many companies can benefit from the CMMI SVC model.

CMMI for Services targets readers both new to and experienced with process improvement and CMMI. For those who are new to the CMMI approach, the book explains capability and maturity levels and how they manifest in CMMI SVC. It defines the process-improvement approach, including sponsorship, and the kinds of assessments available to help organizations determine their current performance and potential improvements. It includes Internet references to current information on lead assessors and additional training.

Process-area descriptions specific to services make it easy for readers with CMMI experience to understand how services differ from software development and acquisition (the two other endeavors for which capability maturity models exist). Discussions of service life cycles will help organizations manage the introduction, support, and removal of services. In addition, discussions of projects, service systems, service requests, and incidents show how the life cycles relate to each other, supporting organizations in developing, delivering, and managing services.

The book also includes a lot of information on how to deploy the CMMI SVC model. There's a whole chapter with 11 essays describing different cases studies, many of them in domains that haven't traditionally used CMMI. In fact, I see one of CMMI SVC's greatest benefits in helping to align IT services with non-IT domains, where so many IT applications and services are used.

The detailed process-area descriptions might overwhelm readers new to CMMI. However, once you become familiar enough with it, you'll start using this book as a reference guide. I found the relationship diagrams especially valuable. They show how the process areas support each other with two views: first, establishing and delivering services and, second, managing them. These two view help in understanding and deploying the process areas effectively.

Applying the well-known CMMI approach to services illuminates IT systems from the user perspective. Users want more than software or a system; they want services that help them do their work. This perspective has many benefits. CMMI for Services can help you get started in it and can also serve as a reference guide for your process-improvement journey.
4.0 out of 5 stars Good book - fewer bugs. April 30 2014
By Luis V. Perales Lopez - Published on
Format:Kindle Edition|Verified Purchase
As with most books that describe a model, reading only is not enough, but a good class companion. I took a 3-day class CMMI for Services class and had this "green book" as a reference, it became really useful and handy.
3.0 out of 5 stars Useful as Supplement to Training Dec 17 2013
By Daniel2013 - Published on
Format:Hardcover|Verified Purchase
This is a good text when used with instructor lead training. Purchased six weeks before the training and could not connect the dots. When the instructor set up the structure in class it all made sense. Not recommended without guidance or experience. This is not a beginner's text.
3 of 5 people found the following review helpful
5.0 out of 5 stars Basic and essential resource for the appraisal June 24 2011
By Michel Moura Akamine - Published on
Format:Hardcover|Verified Purchase
If you are interested in get CMMI for Services, this book is the basic reading, but without other support it will be very difficult to execute the process change on your company.

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