"Best Quality Practice Model for IT service providers"
The CMMI-SVC model provides guidance for applying CMMI best practices in a service provider organization. Best practices in the model focus on activities for providing quality services to customers and end users. CMMI-SVC integrates bodies of knowledge that are essential for a service provider.
The CMMI-SVC, V1.3 model is a collection of service best practices from government and industry that is generated from the CMMI V1.3 Architecture and Framework. CMMI-SVC is based on the CMMI Model Foundation or CMF (i.e., model components common to all CMMI models and constellations ) and incorporates work by service organizations to adapt CMMI for use in the service industry.
CMMI-SVC provides a comprehensive set of best practices for providing services. CMMI for Development (CMMI-DEV) can be treated as a reference for the development of the service system, which supports delivery of the service [SEI 2010a]. In cases in which the service system is large and complex, the CMMI-DEV model can be effectively used to develop such a system.
What is the CMMI for Services
CMMI-SVC guides all types of service providers to establish, manage, and improve services to meet business goals.
Like every CMMI model, CMMI-SVC
Helps to set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes
Can be applied internally or externally
Works well with other frameworks
Represents the consensus of thousands of practitioners about the essential elements of service delivery
CMMI-SVC services-specific Elements
Strategic Service Management (STSM) :
Deciding what services you should be providing, making them standard, and letting people know about them Service System Development (SSD) :
Making sure you have everything you need to deliver the service, including people, processes, consumables, and equipment Service System Transition (SST) :
getting new systems in place, changing existing systems, retiring obsolete systems, all while making sure nothing goes terribly wrong with service Service Delivery (SD) :
Setting up agreements, taking care of service requests, and operating the service system Capacity and Availability Management (CAM) :
Making sure you have the resources you need to deliver services and that they are available when needed — at an appropriate cost Incident Resolution and Prevention (IRP) :
Handling what goes wrong — and preventing it from going wrong ahead of time if you can Service Continuity Management (SCON) :
Being ready to recover from a disaster and get back to delivering your service
V 1.3 is the latest revision and future revision may not happen soon.
This standard is applicable to IT Service Sector
DRIVERS FOR CERTIFICATION
Managing Quality and Satisfaction
Enhance IT services practices and achieve maturity
Premium Certification for IT industry which demarks good IT service providers from average IT service providers