CMMI for Services: Guidelines for Superior Service (2nd Edition) Hardcover – Mar 9 2011
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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.
Most Helpful Customer Reviews on Amazon.com (beta)
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.
This is not a book that tells you how to implement the CMMI model but instead is a solid reference on the model, what it all means and can easily be used to understand the intricacies and relationships among the process areas. I found the organization of the book to be efficient and sensible. I was able to integrate and map the chapters directly to reference information on ITIL which combined gave me a one stop library tool.
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