CMMI for Services
GG3
Institutionalize a Defined Process
|
GP 3.2 Collect Process Related
Experiences
Collect process related experiences derived
from planning and performing the process to support the future use and
improvement of the organization’s processes and process assets.
The purpose of this generic practice is to collect process related
experiences, including information and artifacts derived from planning
and performing the process. Examples of process related experiences
include work products, measures, measurement results, lessons learned,
and process improvement suggestions. The information and artifacts are
collected so that they can be included in the organizational process
assets and made available to those who are (or who will be) planning and
performing the same or similar processes. The information and artifacts
are stored in the organization’s measurement repository and the
organization’s process asset library.
|
| Examples of relevant information include the effort expended
for the various activities, defects injected or removed in a
particular activity, and lessons learned. |
|
Refer to the Integrated Work Management
process area for more information about contributing to organizational
process assets.
Refer to the Organizational Process Definition
process area for more information about establishing organizational
process assets.
Subpractices
1. Store process and product
measures in the organization’s measurement repository.
The process
and product measures are primarily those measures that are defined in
the common set of measures for the organization’s set of standard
processes.
2. Submit documentation for inclusion in the
organization’s process asset library.
3. Document lessons learned
from the process for inclusion in the organization’s process asset
library.
4. Propose improvements to the organizational process
assets.
|
| CAR Elaboration |
Examples of process related experiences include the
following:
• Action proposals
• Number of action proposals
that are open and for how long
• Action proposal status
reports |
|
CM Elaboration |
Examples of process related experiences include the
following:
• Trends in the status of configuration items
•
Configuration audit results
• Change request aging reports |
|
DAR Elaboration |
Examples of process related experiences include the
following:
• Number of alternatives considered
•
Evaluation results
• Recommended solutions to address
significant issues |
|
IRP Elaboration |
Examples of process related experiences include the
following:
• Trends in time required to resolve service
incidents
• Number of times the incident management system is
accessed and for what purpose (e.g., identify workaround for
known incident)
• Results of applying workarounds and
implementing action proposals |
|
IWM Elaboration |
Examples of work process related experiences include the
following:
• Defined process for the work
• Number of
tailoring options exercised by the work group to create its
defined process
• Interface coordination issue trends (i.e.,
number identified, number closed)
• Number of times the
process asset library is accessed for assets related to work
planning by work group members
• Records of expenses related
to holding face-to-face meetings versus holding meetings using
collaborative equipment such as teleconferencing and
videoconferencing
• Work group’s shared vision
• Team
charters |
|
OPD Elaboration |
Examples of process related experiences include the
following:
• Submission of lessons learned to the
organization’s process asset library
• Submission of
measurement data to the organization’s measurement repository
• Status of the change requests submitted to modify the
organization’s standard process
• Record of non-standard
tailoring requests |
|
OPF Elaboration |
Examples of work process related experiences include the
following:
• Criteria used to prioritize candidate process
improvements
• Appraisal findings that address strengths and
weaknesses of the organization’s processes
• Status of
improvement activities against the schedule
• Records of
tailoring the organization’s set of standard processes and
implementing them on identified work activities |
|
OPM Elaboration |
Examples of process related experiences include the
following:
• Lessons learned captured from analysis of
process performance data compared to business objectives
•
Documented measures of the costs and benefits resulting from
implementing and deploying improvements
• Report of a
comparison of similar development processes to identify the
potential for improving efficiency |
|
OPP Elaboration |
Examples of work process related experiences include the
following:
• Process performance baselines
• Percentage of
measurement data that is rejected because of inconsistencies
with the process performance measurement definitions |
|
OT Elaboration |
Examples of process related experiences include the
following:
• Results of training effectiveness surveys
•
Training program performance assessment results
• Course
evaluations
• Training requirements from an advisory group |
|
PPQA Elaboration |
Examples of process related experiences include the
following:
• Evaluation logs
• Quality trends
•
Noncompliance reports
• Status reports of corrective actions
• Cost of quality reports for the work |
|
QWM Elaboration |
Examples of process related experiences include the
following:
• Records of quantitative management data from the
work, including results from the periodic review of the actual
performance of the subprocesses selected for management against
established interim objectives for the work
• Suggested
improvements to process performance models |
|
REQM Elaboration |
Examples of process related experiences include the
following:
• Requirements traceability matrix
• Number of
unfunded requirements changes after baselining
• Lessons
learned in resolving ambiguous requirements |
|
RSKM Elaboration |
Examples of process related experiences include the
following:
• Risk parameters
• Risk categories
• Risk
status reports |
|
SAM Elaboration |
Examples of process related experiences include the
following:
• Results of supplier reviews
• Trade studies
used to select suppliers
• Revision history of supplier
agreements
• Supplier performance reports |
|
SCON Elaboration |
Examples of process related experiences include the
following:
• Revision history for the list of threats and
vulnerabilities that could significantly disrupt the delivery of
services
• Risk exposure to significant service disruption
• Changes to risk exposure
• Costs associated with service
continuity activities
• Verification and validation analysis
reports |
|
SD Elaboration |
Examples of process related experiences include the
following:
• Number of issues raised over terms in the
service agreement (following its implementation)
• Measures
of service system component use, availability, and performance
• Trends in lead time for responding to service requests
•
Reviews of the results of service request responses |
|
|
SSD Addition
SSD
Elaboration
Examples of process related experiences include the
following:
• List of requirements for a service or
service system that are ambiguous
• Number of
requirements introduced at each phase of the work
lifecycle
• Lessons learned from the requirements
allocation process
• Results of make, buy, or reuse
analyses
• Design defect density
• Results of
applying new methods and tools
• Records of the
receipt of service system components, exception reports,
confirmation of configuration status, and results of
readiness checking
• Percentage of total development
effort spent in service system integration (actual to
date plus estimate to complete)
• Defects found in
the service system and test environment during service
system integration, verification, and validation
•
Peer review records that include conduct time and
average preparation time |
|
|
SST Elaboration |
Examples of process related experiences include the
following:
• Deployment assessment artifacts
• Post
deployment review results and lessons learned |
|
STSM Elaboration |
Examples of process related experiences include the
following:
• Customer requests for new services
• Customer
questions to clarify service descriptions
• Status of change
requests submitted to modify the organization’s standard
services
• Record of non-standard tailoring requests |
|
WMC Elaboration |
Examples of process related experiences include the
following:
• Records of significant deviations
• Criteria
for what constitutes a deviation
• Corrective action results |
|
WP Elaboration |
Examples of process related experiences include the
following:
• Work data library structure
• Work attribute
estimates
• Risk impacts and probability of occurrence |
|
