CMMI برای خدمات: راهنماهایی برای خدمات برتر (ویرایش دوم) (سری SEI در مهندسی نرم‌افزار)

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. CONTENTS......Page 8 PREFACE......Page 16 ACKNOWLEDGMENTS......Page 22 PART ONE: ABOUT CMMI FOR SERVICES......Page 26 Do You Need CMMI?......Page 28 How Does CMMI Help You to Solve These Problems?......Page 30 How Can CMMI Benefit You?......Page 32 Evolution of CMMI......Page 33 CMMI for Services......Page 35 Important CMMI-SVC Concepts......Page 36 Required, Expected, and Informative Components......Page 46 Components Associated with Part Two......Page 47 Supporting Informative Components......Page 52 Typographical Conventions......Page 54 Important Roles in Process Improvement......Page 58 SCAMPI Appraisals......Page 61 CMMI Training......Page 62 An Approach to Getting Started......Page 63 How to Get There......Page 71 Understanding Generic Practices......Page 76 Understanding Capability Levels......Page 77 Using Capability Levels......Page 78 Understanding Maturity Levels......Page 80 Using Capability Levels and Maturity Levels......Page 82 Equivalent Staging......Page 84 Achieving High Maturity......Page 88 5 RELATIONSHIPS AMONG PROCESS AREAS......Page 90 Relationships that Drive Service Establishment and Delivery......Page 91 Relationships that Drive Service Management......Page 94 Lifecycles......Page 96 A Changing Landscape......Page 104 Expanding Capabilities across the “Constellations”......Page 111 CMMI for Services, with a Dash of CMMI for Development......Page 114 Enhancing Advanced Use of CMMI-DEV with CMMI-SVC......Page 119 Multiple Paths to Service Maturity......Page 122 Using CMMI-DEV and ISO 20000 Assets in Adopting CMMI-SVC......Page 127 Experience-Based Expectations for CMMI-SVC......Page 136 An IT Services Scenario Applying CMMI for Services: The Story of How HeRus Improved Its IT Services......Page 141 Are Services Agile?......Page 154 What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing......Page 160 Public Education in an Age of Accountability......Page 168 Applying CMMI-SVC for Educational Institutions......Page 173 Plans Are Worthless......Page 184 CMMI Ensures Vehicle Insurance Services......Page 189 Security and CMMI for Services......Page 198 PART TWO: GENERIC GOALS AND GENERIC PRACTICES, AND THE PROCESS AREAS......Page 212 GENERIC GOALS AND GENERIC PRACTICES......Page 214 CAPACITY AND AVAILABILITY MANAGEMENT......Page 286 CAUSAL ANALYSIS AND RESOLUTION......Page 306 CONFIGURATION MANAGEMENT......Page 316 DECISION ANALYSIS AND RESOLUTION......Page 330 INCIDENT RESOLUTION AND PREVENTION......Page 340 INTEGRATED WORK MANAGEMENT......Page 360 MEASUREMENT AND ANALYSIS......Page 382 ORGANIZATIONAL PROCESS DEFINITION......Page 400 ORGANIZATIONAL PROCESS FOCUS......Page 414 ORGANIZATIONAL PERFORMANCE MANAGEMENT......Page 430 ORGANIZATIONAL PROCESS PERFORMANCE......Page 450 ORGANIZATIONAL TRAINING......Page 466 PROCESS AND PRODUCT QUALITY ASSURANCE......Page 478 QUANTITATIVE WORK MANAGEMENT......Page 486 REQUIREMENTS MANAGEMENT......Page 508 RISK MANAGEMENT......Page 518 SUPPLIER AGREEMENT MANAGEMENT......Page 534 SERVICE CONTINUITY......Page 548 SERVICE DELIVERY......Page 564 SERVICE SYSTEM DEVELOPMENT......Page 586 SERVICE SYSTEM TRANSITION......Page 620 STRATEGIC SERVICE MANAGEMENT......Page 634 WORK MONITORING AND CONTROL......Page 646 WORK PLANNING......Page 658 PART THREE: THE APPENDICES......Page 686 A: REFERENCES......Page 688 B: ACRONYMS......Page 694 C: CMMI VERSION 1.3 PROJECT PARTICIPANTS......Page 698 D: GLOSSARY......Page 706 A......Page 707 C......Page 709 D......Page 712 E......Page 714 F......Page 715 I......Page 716 M......Page 717 O......Page 718 P......Page 720 Q......Page 726 R......Page 727 S......Page 728 T......Page 735 W......Page 737 BOOK CONTRIBUTORS......Page 740 A......Page 754 C......Page 756 D......Page 759 E......Page 762 G......Page 764 I......Page 765 L......Page 767 M......Page 768 N......Page 769 O......Page 770 P......Page 772 Q......Page 774 R......Page 775 S......Page 778 T......Page 782 V......Page 783 W......Page 784

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.

This indispensable book comprises both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick lookup. 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 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 lifecyles in service environments; outline how to start using CMMI; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.

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