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Introduction to CMMI for Services v1.3                                                                          Course Brochure

Course Description
CMMI for Services (CMMI-SVC) extends the coverage of the CMMI Product Suite to cover the establishment, management, and delivery of services. Like every CMMI model, CMMI-SVC is a process improvement approach that provides organisations with the essential elements of effective processes (PAs) that can be used to guide improvement across a team, project, division, or an entire organisation.

The 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.

If your organisation has on-going relationships governed by agreements or delivers its products through the operation of a service system then CMMI-SVC can help you improve your process and performance.

This three-day Introduction to CMMI for Services course is the definitive introductory course from the CMMI about the CMMI for Services model. This course provides the knowledge you need to take your first steps with CMMI-SVC and is a prerequisite for any certification or subsequent course that calls for an Introduction to CMMI requirement.

We can also arrange to run a CMMI  course at a time and venue to suit you from 1 person up to 20 people so please contact us for more details.

Course Objective
The objective is that by the end of the course the participants will have more than just a theoretical knowledge of CMM-SVC, they will be able to:
CMMI Training and Consultancy Providers   Determine whether CMMI-SVC applies to your business context.
CMMI Training and Consultancy Providers   Learn effective practices for defining, establishing, and managing service.
CMMI Training and Consultancy Providers   Sustain your improvement.
CMMI Training and Consultancy Providers   Prepare for next steps, such as an appraisal or certification.

Who Should Attend?
The course will benefit service providers and customers, process improvement practitioners and champions, appraisal team members, instructors and lead appraisers and all professio
nals interested in service management concepts. There are no pre-requisites for this course other than a general understanding of service provision.

Course Topics

1. Process Excellence and the CMMI for Services

Everyone realises the importance of having a motivated, quality work force and the latest technology, but even the finest people can’t perform at their best when the process is not understood or operating at its best. This module introduces the delegates to what the CMMI is and is not, the drivers for using the CMMI for Services, what is meant by ‘service’, an over view of the practices contained in the CMMI for Services, and the model’s relationships with the other CMMI models (Development and Acquisition).

2. Defining, Establishing, and Delivering Service
A fundamental element of delivering services is to ensure that the right services are delivered to the right customers at the right time and in an effective and efficient way. In this module delegates are shown how services are planned and developed, how service agreements are developed with the customers, and how services are operated in line with the agreements.

3. Monitoring and Controlling Service and Work Products
In a fast-moving environment it is essential that the delivery of the services is monitored and that organisations make effective and efficient use of resources. This module addresses not only the monitoring of work (progress against the plans, conducting reviews, correcting variations as and when they occur) but also how to plan and monitor service availability and capacity, i.e. when services can be used and maximum response times to service requests, number of transactions in a specified time, etc. The module also looks at how the products created as part of providing the service are controlled.

4. Generic Practices and Institutionalisation
Usually an organisation’s investment in process is considerable and never without a lot of blood, sweat and tears from those charged with developing and implementing the processes. So why is it that so often processes are not used by those they were created for? How can we make sure that the processes actually turn up every day for work? This module offers a framework for enabling processes to be deployed in an effective way that helps to make them usable, relevant to the business, manageable, measureable and, above all, allows them to change as the business changes.

5. Ensuring Service Mission Success
All service providers face the challenge of what to do when things don’t go according to plan. There may be internal events that degrade the level of service or even temporarily stop the service altogether. And, of course, there can be external events that prevent the delivery of service for long periods, events that may even threaten the organisation’s viability if not addressed in a structured way. In this module delegates are introduced to techniques for dealing with day-to-day service incidents, identifying and managing service risks, establishing and maintaining plans that ensure continuity of service in the event of major disruptions, and transitioning new and enhanced components into ‘live’ services whilst controlling the impact on users.

6. Creating a Culture to Sustain Service Excellence
The practices considered up to this point support the delivery of effective and efficient services. But there needs to be an infrastructure that monitors the use of processes, and supports and encourages their continuing improvement. This module looks at:
CMMI Training and Consultancy Providers  How the use of processes and standards can be monitored (and corrective actions taken when there are problems).
CMMI Training and Consultancy Providers  Establishing and maintaining a repository of processes, lifecycles, etc. and making them available for use.
CMMI Training and Consultancy Providers  How project management can become a key part of the process improvement infrastructure.
CMMI Training and Consultancy Providers  Providing a structured approach to process improvement and ensuring the deployment of processes.
CMMI Training and Consultancy Providers  Identifying and delivering training to meet the organisation’s strategic needs.

7. Making Work Processes Specific and Measurable
A measurement capability that supports the information needs of the business is essential. When organisations begin their improvement journey they need to understand what they need to know to be able to manage the business, how to collect and analyse data, and how to make sure that the results of the measurement activities are communicated to those who need the data for decision making. As organisations mature they enhance their measurement capability to enable them not only to record past events but also to predict future performance based on analysing historical data. In the first section of a 2-part module we look at basic measurement practices (identifying information needs, defining measurements, etc.) whilst in the second part we consider how the measurement capability can be enhanced to allow data-based decision making and to enable process predictability and consistency through the removal of process variation.

8. Managing Decisions, Suppliers, and Standard Services
Additional activities that support and add value to service delivery are addressed in this module. There are practices for formal decision making for those important decisions, techniques for identifying, selecting, and working with suppliers when acquiring products and services, and practices for identifying the services that the organisation can provide and letting potential and current customers know about them through a catalogue of standard services.

9. Appraisals and Representations
This module examines how the CMMI can be used to develop process capability and organisational maturity and then to evaluate (‘appraise’ in CMMI terminology) progress. It provides a summary of two approaches to process improvement using the CMMI , the first is a pre-defined roadmap for improvement the second is a flexible approach focusing on particular sets of practices.

10. Organisational Culture and Change
Improving processes almost inevitably brings change to the way work is done, and to the people doing it. It is important to recognise the factors that will impact on the successful implementation of change and it is the challenges of organisational culture and cultural change that are discussed in this module.

11. What’s next?
The closing module provides delegates with sources of additional information about the CMMI and challenges them to think about what they will do when they return to their organisations.

Course Materials and Certification
Each delegate will receive a copy of the course material, the CMMI Institute book “Guidelines for Process Integration and Product Improvement”, a copy of Trinity’s CMMI-DEV Quick Reference Guide and a certificate of completion provided that they meet the completion criteria. In addition all delegates who successfully complete the course will be registered with the CMMI Institute.

This Introduction to CMMI-DEV training will be delivered under  our licensed Agreement with the CMMI Institute.