Integration Of Service Management With CMMI And SPICE
5th Annual SEPG Australia ConferenceGold Coast, August 2007Integration of Service Managementwith CMMI and SPICEDr Aileen Cater-Steel CMMI is registered in the U.S. Patent and TrademarkOffice by Carnegie Mellon University
Slide 2Agenda IT Service Management standardsITIL – IT Infrastructure LibraryISO/IEC 20000ISO/IEC 15504 – SpiceCMMI-SVC ConclusionQuestionsHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 3ITIL in a Nutshell (OGC 2005) IT Infrastructure Library (ITIL) was developed byUK’s Office of Government Commerce (OGC) toprovide a set of comprehensive and cohesive setof templates and best practices for core IToperational processesDefines quality as “matched to business needs anduser requirements as these evolve”Core of ITIL comprises: 6 service supportprocesses 5 service delivery processesHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 4Core ITIL Components v.2BusinessfocusedService DeliveryTACTICAL LEVELService Level ManagementFinancialManagementCapacityManagementIT ContinuityManagementAvailabilityManagementService Desk (Customer-facing support anagementChangeManagementReleaseManagementService SupportOPERATIONALLEVELConfiguration ManagementHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 5Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 6Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 7OGC, ITIL, itSMF, training providers, exam institutesExamination institutes** from July 2007, exam institutes licensedthrough APM GroupAccredited course providersHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 8Demand for training – worldwide Exin12000010000080000Service 2000Host of ACIS20072001200220032004University Of Southern Queensland Toowoomba2005www.acis2007.usq.edu.au
Slide 9Demand for ITIL qualified staffseek.com.au 771 Australian jobs requesting ITIL skillsposted within the last 30 daysHelp desk/support, project management,business analysis, software engineering,networking, and trainingMay 2004: Seek listed 25 jobs with ITIL skillsHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 10Components of ISO/IEC 20000 (ISO/IEC 2005)Service Delivery ProcessesCapacity ManagementService Continuity&Availability ManagementReleaseProcessesRelease ManagementService Level ManagementService ReportingControl ProcessesConfiguration ManagementChange ManagementResolution ProcessesIncident ManagementProblem ManagementHost of ACIS2007University Of Southern Queensland ToowoombaInformation SecurityManagementBudgeting & AccountingforIT ServicesRelationship ProcessesBusiness RelationshipManagementSupplier Managementwww.acis2007.usq.edu.au
Slide 11Organisations in ISO/IEC 20000 certificationISO/IEC 20000auditaccreditNational Accreditation BodiesHost of ACIS2007Conformity Assessment Body (CAB)University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 12AIDA ITIL ISO 15504 (AIDA Project 2005) Assessment and Improvement integrateD Approach(AIDA) - Beatrix Barafort and her team at the HenriTudor Research Institute in LuxembourgDeveloped SPICE-compliant PRM and PAM based onITILIncludes Primary Life Cycle process descriptions Service Support Group incident management, problem management, configurationmanagement, change management, release managementService Delivery Group Host of ACIS2007Service level management, IT finance management, capacitymanagement, IT service continuity management, availabilitymanagementUniversity Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 13ISO/IEC 20000 ISO/IEC 15504 New work item proposals - June 2007 JTC 1/SC7 WG25ISO/IEC 15504-8: an exemplar processassessment model for IT service managementISO/IEC 20000-4: process reference modelHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 14CMMI ITIL (Kopcho 2006) Capgemini case study/presentationMapped ITIL process to CMMI‘With CMMI describing our process framework(the "what") and ITIL as the basis of our bestpractices (the "how"), we were able to: Achieve CMMI Maturity Level 2 just nine months afterthe initiation of the improvement programAddress the needs of developers, support staff, andmanagers within the same broad lifecycle frameworkLay the groundwork for accelerated future processimprovement and service delivery optimization’Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 15CMMI Constellations (Hollenbach & Buteau 2006)CMMI-DEVprovidesguidance formeasuring,monitoring CQ16 Foundation Process Areas,common to allHost of ACIS2007University Of Southern Queensland ToowoombaCMMI-SVCprovidesguidance fordeliveringservices withinorganizationsand to externalcustomersCMMI-ACQprovidesguidance forenablinginformed du.au
Slide 16CMMI-SVC Process Areas (Hollenbach & Buteau 2006)CMMI-SVC 22Service PAs5Shared PAs (SAM)1316CMMIFoundationService Addition PAsService Modifications: 21 amplifications in 7 PAs 5 added references 1 modified PA (REQM) 1 specific goal 2 specific practicesCMMI-ACQCMMI-DEVCMMI-SVC: 22 PAs 3 Optional PAsHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 17Constellations and process areas (Malzahn 2007-8)CMMI Model FoundationShared CMMI process areas(CAR, CM, DAR, IPM, M&A, OID, OPD, OPF, OPP,OT, PMC, PP, PPQA, QPM, REQM, RSKM)AcquisitionCMMI-ACQAcquisition Management (AM)Acquisition Requirements Development (ARM)Acquisition Technical Solution (ATS)Acqusition Validiation (AVAL)Acquisition Verification (AVER)Solicitation and Supplier AgreementDevelopment (SSAD)Host of ACIS2007DevelopmentCMMI-DEVProduct Integration (PI)Requirements Development (RD)Technical Solution (TS)Validation (VAL)Verification (VER)Supplier Agreement Management (SAM)University Of Southern Queensland ToowoombaServiceCMMI-SVCCapacity and Availability Management (CAM)Incident and Request Management (IRM)Organizational Service Management (OSM)Problem Management (PRM)Service Continuity Management (SCON)Service Delivery (SD)Service System Development (SS)Service Transition (ST)Supplier Agreement Management (SAM)www.acis2007.usq.edu.au
Slide 18CMMI for Services categories Process management Project management Capacity and availability managementService continuity*Service establishment & delivery Organisational service management*Incident and request managementService deliveryService system development*Service transitionSupport Problem managementHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 19Decision: CMMI SVC or ISO/IEC 20000? ITIL has strong support in Australia and Europe andadoption is growing in the USA Fostered by IT Service Management Forum – itSMF Demand for ITIL skills is growing - evidenced by job specs andincreased training for individuals Mature in terms of training courses, documentation and supporttools ISO/IEC 20000 will shift the emphasis from certificationof individuals (ITIL) to organisation audit andcertification As an international standard, ISO/IEC 20000 is easilyaccessible to organisations, consultants, Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 20Comparison ITIL/CMMI Adoption (Cater-Steel et al.)Survey results: itSMF National ConferenceStarting 120123213917279422082006ITILCMMIHost of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 21Decision: CMMI SVC or ISO/IEC 20000? CMMI-DEV process assets can be reused in adopting CMMISVC Substantial overlap between CMMI-SVC process areas andISO/IEC 20000 processes CMMI-SCV will be supported by SEI Partners (SEI 2007) 226 Partners offer Introduction to CMMI 248 Partners offer SCAMPI appraisal services 54,460 Introduction to CMMI courses since 2000CMMI-SVC initial draft distributed March 2007 for comment.Scheduled for release ?Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 22References AIDA Project. (2005). IT Service Management ProcessReference Model. Luxembourg: Centre de Recherche PublicHenri Tudor.Cater-Steel, A. P., & Tan, W.-G. (2005). Implementation of ITInfrastructure Library (ITIL) in Australia: Progress and SuccessFactors. Paper presented at the IT Governance InternationalConference, Auckland, NZ.Cater-Steel, A.P., Tan, W.-G, & Toleman, M (2007). itSMFAustralia 2006 Conference: Summary of ITIL Adoption SurveyResponses. http://eprints.usq.edu.au.Kopcho, J. (2006, March). Integrating CMMI & ITIL: Anoutsourcing Success Story. Paper presented at the SEPG,Nashville, Tennessee.Hollenbach, R., & Buteau, B. (2006, Nov 16). CMMI forServices: Introducing the CMMI for Service Constellation.Paper presented at the CMMI Technology Conference, Denver.Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
Slide 23References ISO/IEC. (2005). ISO/IEC 20000:2005 Information technology Service management - Part 1: Specification. Geneva: InternationalOrganization for Standardization.itSMF International, ITIL Version 3 Global Road Show, www.itsmf.fiMalzahn, D. (2007-8) Integrated product life cycle management forsoftware – CMMI, SPICE and ISO 20000 forthcoming in A. CaterSteel (Ed), IT Governance and Service Management: Frameworksand Adaptations. Hershey: Idea Group.OGC. (2002). IT Infrastructure Library- Service Delivery & ITInfrastructure Library- Service Support. London: Stationery Office.SEI (2006). CMMI for Services: Initial Draft. Pittsburgh: SEI CMU.SEI (2007) Capability Maturity Model Integration (CMMI) Version 1.2Overview. iew07.pdfFor Aileen’ publications: http://eprints.usq.edu.au/Host of ACIS2007University Of Southern Queensland Toowoombawww.acis2007.usq.edu.au
CMMI-DEV process assets can be reused in adopting CMMI-SVC Substantial overlap between CMMI-SVC process areas and ISO/IEC 20000 processes CMMI-SCV will be supported by SEI Partners (SEI 2007) 226 Partners offer Introduction to CMMI 248 Partners offer SCAMPI appraisal services 54,460 Introduction to CMMI courses since 2000
Integration EMR/EHR Integration "Healthcare data exchange platform" "Data extraction and interoperability" "Data integration for healthcare" "EHR-specific, cloud-based interface engine" "EHR integration and third-party developer marketplace" "EMR integration to software products" "Specific EHR integration for HL7
Integration from SAP Ariba Different integration options 1. Ariba Network integration -Standard integration between SAP S/4HANA and SAP ERP with Ariba Network solutions 2. SAP Ariba Applications integration -Standard integration between SAP S/4HANA OP and SAP ERP with SAP Ariba Applications that cover the entire source-to-settle process 3.
Oracle Application Integration Solutions 33. Oracle Integration Cloud 34. Oracle SOA on Oracle Cloud Infrastructure 39. OCI Data Integration Services 42. OCI API Gateway 45. CHAPTER 4: Five Things You Need to Know about Integration 49. Get Automated with API-Led Integration 50. Leverage Prebuilt Integrations 51. Stop Configuring, Start .
3.10 Business Service Management 49 3.11 Service Design models 50 4 Service Design processes 57 4.1 Service Catalogue Management 60 4.2 Service Level Management 65 4.3 Capacity Management 79 4.4 Availability Management 97 4.5 IT Service Continuity Management 125 4.6 Information Security Management 141 4.7 Supplier Management 149 5 Service .
5 Integration of Bounded Functions on Sets of Finite Measure 53 6 Integration of Nonnegative Functions 63 7 Integration of Measurable Functions 75 8 Signed Measures and Radon-Nikodym Theorem 97 9 Difierentiation and Integration 109 10 Lp Spaces 121 11 Integration on Product Measure Space 141
4. Cisco UCCX (Integration via Finesse, CAD, or UCCXCTI) 5. Cisco UCCE (Integration via Finesse, CTIOS, or CTIServer) 6. Cisco CUCM (Integration via TAPI) 7. SwitchVOX (Premise or Cloud) (Integration via SwitchVOX API over HTTP) 8. Asterisk (Integration via AMI) 9. Vonage Business (Cloud) (Integration via Vonage API over HTTP) 10.
1-2 IBM Maximo Integration Adapter for Tivoli Application Dependency Discovery Manager: Implementation Guide Integration Composer Components This section provides an overview of the Integration Composer components. For more detailed info rmation, refer to the IBM Maximo Integration Composer System Administrator s Guide. The Integration .
SAP NetWeaver ork PEOPLE INTEGRATION Multi channel access Portal Collaboration INFORMATION INTEGRATION Bus. Intelligence Master Data Mgmt Knowledge Mgmt PROCESS INTEGRATION . High Performance and Flexibility in Business Process Integration SAP Process Integration For both internal and external process integration (with SAP and non-SAP .
