Software Engineering InstituteCarnegie Mellon UniversityPittsburgh, PA 15213

Introduction to Capability Maturity Model Integration for Services (CMMI-SVC)

2011 Carnegie Mellon University

Module 1.1: Introductions and ExpectationsForrester, March 2012

2011 Carnegie Mellon University

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2011 Carnegie Mellon University

This material is distributed by the SEI only to course attendees for their own individual study.

Except for the U.S. government purposes described below, this material SHALL NOT bereproduced or used in any other manner without requesting formal permission from the SoftwareEngineering Institute at permission@sei.cmu.edu.

This material was created in the performance of Federal Government Contract Number FA8721-05-C-0003 with Carnegie Mellon University for the operation of the Software Engineering Institute, afederally funded research and development center. The U.S. Government's rights to use, modify,reproduce, release, perform, display, or disclose this material are restricted by the Rights inTechnical Data-Noncommercial Items clauses (DFAR 252-227.7013 and DFAR 252-227.7013Alternate I) contained in the above identified contract. Any reproduction of this material or portionsthereof marked with this legend must also reproduce the disclaimers contained on this slide.

Although the rights granted by contract do not require course attendance to use this material forU.S. Government purposes, the SEI recommends attendance to ensure proper understanding.

THE MATERIAL IS PROVIDED ON AN AS IS BASIS, AND CARNEGIE MELLON DISCLAIMSANY AND ALL WARRANTIES, IMPLIED OR OTHERWISE (INCLUDING, BUT NOT LIMITED TO,WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, RESULTS OBTAINED FROM USEOF THE MATERIAL, MERCHANTABILITY, AND/OR NON-INFRINGEMENT).

2011 Carnegie Mellon University

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Course Contributors We built the Introduction to CMMI-SVC course using the Introduction to CMMI for Development course as a foundation, which was built by an SEI training development team.These authors developed the Introduction to CMMI-SVC course: Eileen Forrester, SEI senior MTS and team leader Mike Bridges, SEI visiting scientist Hillel Glazer, SEI visiting scientist Judah Mogilensky, SEI visiting scientist Agapi Svolou, SEI visiting scientist Pat OToole, SEI visiting scientist

We also thank our extended team of reviewers, especially Kieran Doyle, Suzanne Garcia Miller, and Heather Oppenheimer; and our design and production team, Cat Zaccardi, Kurt Hess, and Nancy Janda.

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Course Objectives By the end of this course, you will be able to do the following:

explain how CMMI-SVC can help a service organization to improve its processes

describe the components of CMMI-SVC

locate information in the CMMI-SVC model

Well talk in a few minutes about any other purposes or expectations you may want to cover.

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The Audience for this CourseBroad audience

service providers

process improvement group members

potential instructors

CMMI-SVC appraisal team members, SCAMPI Lead Appraisers, and SCAMPISM B and C Team Leaders

anyone interested in learning about CMMI-SVC

No process improvement experience or knowledge of process improvement models is assumed.

SCAMPI Standard CMMI Appraisal Method for Process Improvement

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IntroductionsParticipant introductions

name

organization and position

service type you work with or are interested in

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Course Materials

CMMI for Services, Guidelines for Superior Service

Participant notebook

Exercises and worksheets

The following documents are provided as part of this course.

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Logistics

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Course ApproachExercises, discussions, presentations, and homework

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Completion CriteriaSuccessful completion of this course requires that you satisfy the following requirements: Participate in exercises.

Do not miss any classroom time.

You will receive a course certificate upon successful completion.

This course is a prerequisite for the following: participating on a CMMI-SVC-based SCAMPI appraisal team

becoming a CMMI-SVC instructor

becoming a CMMI-SVC SCAMPI appraiser

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Rules of EngagementParticipate and share your experience.

Speak one at a time.

Keep discussions and questions to the pointinstructors may need to bin some questions to keep on topic. Use the parking lot for issues. Once an issue has been posted, do not continue to revisit it.

Submit change requests for model and training issues to cmmi-comments@sei.cmu.edu

Silence your cell phones and other communication devices.

Be prompt when returning from breaks.

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Forrester, March 2012

Course Objectives By the end of this course, you will be able to do the following:

explain how CMMI-SVC can help a service organization to improve its processes

describe the components of CMMI-SVC

locate information in the CMMI-SVC model

Expectations:

In addition to the objectives stated above, do you have any others youd like to name?

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Exercise Eileens Island ResortNext, we will do an exercise. We will form you into work groups at the resort. Youll identify a few improvement goals for your group (on a flip chart). Your group will select a spokesperson. Finally, your group will present its ideas and serve as a reviewer for another

group.

Once we establish process goals, well consider why CMMI-based process improvement might help.