CMMI for Services (CMMI-SVC) v1.

3
Summary
CMMI® (Capability Maturity Model® Integration) models are collections of best practices that help
organizations to improve their processes. These models are developed by product teams with
members from industry, government, and the Software Engineering Institute (SEI).

This model, called CMMI for Services (CMMI-SVC), provides a comprehensive integrated set of
guidelines for providing superior services.

Description

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.
(See the definition of “service system” in the glossary.)

Service Establishment and Delivery

(CMMI-SVC)
Description
This figure shows process areas associated with the management of services at the work group level.
Most of the process areas shown in this diagram are in the Project and Work Management process
area category, with the exception of Service Delivery. The reason that this diagram refers to “service
management” rather than “work management” is that the Service Delivery process area contributes
both to Project and Work Management as well as to Service Establishment and Delivery, but can only
be part of a single process area category in a CMMI model. The name “service management” better
expresses the overall scope of the figure rather than the name of a single process area category.
Contains
Incident Resolution and Prevention (IRP) (CMMI-SVC)
The purpose of Incident Resolution and Prevention (IRP) (CMMI-SVC) is to ensure timely and
effective resolution of servi…
Service Delivery (SD) (CMMI-SVC)
The purpose of Service Delivery (SD) (CMMI-SVC) is to deliver services in accordance with
service agreements.
Service System Development (SSD) (CMMI-SVC)
The purpose of Service System Development (SSD) (CMMI-SVC) is to analyze, design,
develop, integrate, verify, and valida…
Service System Transition (SST) (CMMI-SVC)
The purpose of Service System Transition (SST) (CMMI-SVC) is to deploy new or significantly
changed service system compo…
Strategic Service Management (STSM) (CMMI-SVC)
The purpose of Strategic Service Management (STSM) (CMMI-SVC) is to establish and
maintain standard services in concert …