applying cmmi in information technology organizations · Øproject management pas ... adjust scope...
TRANSCRIPT
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Page 1V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
Applying CMMISM In Information Technology
Organizations
SEPG 2003
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Objectives
q Establish “systems thinking” approach to IT management
q Understand how the CMMI applies to different levels of IT systems management
q Examine different interpretations for CMMI Specific Practices in an IT context
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Agenda
q Introduction
q Setting the context
q CMMI in software teams
q CMMI in infrastructure and operations teams
q Summary
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Page 4V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
Introduction
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Assumptions that Confuse Interpretation
q CMMI applies only to large new systems development projects
q CMMI is intended only for DoD weapon system development
q CMMI only directly fits where there is hardware with embedded software
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What We Will Cover
q Application of systems thinking to IT organizations
q An approach to understanding CMMI where the focus is not new systems development
q Interpretation of potentially confusing Specific Practices in an IT contextØ Project Management PAsØ Engineering PAsØ Support PAs
q Three real client cases to illustrate points
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What We Will Not Cover
q Whether the CMMI is better or worse than the Software CMM
q What is different between CMMI and Software CMM
q Whether the Staged Representation is better or worse than the Continuous Representation
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Page 8V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
Setting the Context
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IT in Context
BusinessFunctionBusinessFunction
StrategiesBusiness Plans
IT ServiceDelivery
IT ServiceDelivery
Systems and ServicesTechnology Capabilities
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Hardware Systems in ITComponents
q Mainframesq Serversq Desktopsq Laptopsq Routersq Switchesq Hubsq Internetq Intranetq DNSq Voice Communicationsq Cabling
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Hardware Systems in ITApplication Server
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Hardware Systems in ITApplication Server Groups
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Hardware Systems in ITServer Groups
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Software Systems in IT
q Business ApplicationsØ FinancialØ SalesØ Data warehousingØ PersonnelØ Internet webØ Intranet webØ …
q Help desk
q Systems management
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Systems EngineeringProduct Life Cycle
ConceptConcept EngineeringDevelopmentEngineeringDevelopment
Replacement& Disposal
Replacement& Disposal
OperationOperation Evolution &MaintenanceEvolution &Maintenance
DefinitionDefinition
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Company #1Internet Service Provider
Vice President - IT
IT Development
EnterpriseOperations Architecture Quality and
Change Cont
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Company #2IT Support Contractor
Vice President andGeneral Manager
EnterpriseEngineering
ReleaseManagement
SystemsImplementation
EnterpriseOperations
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Company #3Insurance Company
Chief Executive Officer
InsuranceSector 1
InsuranceSector 2
InsuranceSector …
ChiefInformation
Officer
ApplicationDevelopment
Sector 1
ApplicationDevelopment
Sector …
InfrastructureSupport
ApplicationDevelopment
Sector 2
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Projects COW
Projects COW
41
87
39
82
36
64
30
81
Nov 2001 Dec 2002
Proj Planning Proj Monitoring & Control Rqmts Mgmt Technical Solution
Target: Capability Level 1
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BAUMWR + Operations COWs
51
98
42
79
60
100
34
98
Nov 2001 BAU Dec 2002 Operations
Proj Planning Proj Monitoring & Control Rqmts Mgmt Technical Solution
MWR + Operations COWsCMMI Rating
Target: Capability Level 1
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All COWs
45
94
41
80
52
87
33
92
Nov 2001 Dec 2002
Proj Planning Proj Monitoring & Control Rqmts Mgmt Technical Solution
All Categories of WorkCMMI Rating
Target: Capability Level 1
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Page 22V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
CMMI in Software Teams
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Types of Work
q New system development
q Existing system evolutionØ Maintenance Ø EnhancementØ Replacement
q Vendor managementØ COTSØ CustomØ Combination
q System integration
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Project Planning PADefinitions
q Project
Ø Delivery of one or more products to the customer, with a defined start and end
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Project Planning PASP 1.1
q Establish a top-level work breakdown structure (WBS) to estimate the scope of the project.
q Top level set of tasks, phases, cycles, etc. used to establish a starting picture of scope
q Project may be a:Ø A new system development effortØ A maintenance and/or additional functionality
releaseØ A COTS integration or implementationØ A combination of the above
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Project Planning PASP 1.2
q Establish and maintain estimates of the attributes of the work products and tasks.
q Attributes of work productsØ Counts of itemsØ ComplexityØ Risk
q Attributes of tasksØ Counts of types of taskØ ComplexityØ Risk
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Project PlanningSP 1.3
q Define the project life-cycle phases upon which to scope the planning effort.
q Life cycle phases define the major task synchronization points and how they relate
Ø Requirements, Design, Code, Integrate, System test, User acceptance, etc.
Ø WaterfallØ SpiralØ EvolutionaryØ Incremental
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Project Planning PASP 1.4
q Estimate the project effort and cost for the work products and tasks based on estimation rationale.
q Use SP 1.1 – 1.3, plus rationale, to estimate effort and cost
q If end date is fixed, adjust scope and resources
q If resources are fixed, adjust scope and end date
q If scope is fixed, adjust resources and end date
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Project Planning PASP 2.1
q Establish and maintain the project’s budget and schedule.
q Budget and schedule are approved based onØ EstimatesØ Review and reconciliation with stakeholdersØ Reasonableness of plan
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Project Planning PASP 2.2
q Identify and analyze project risks.
q Risks to success of project:
Ø ProductØ ProjectØ System
q Do not need full risk management at this point
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Project Planning PASP 2.3
q Plan for the management of project data.
q Project data includes:
Ø Configuration itemsØ Internal work productsØ Meeting minutesØ Status reportsØ PresentationsØ DemonstrationsØ Etc.
q Planning for project data involves identifying storage, approval, communication methods
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Project Planning PASP 2.4
q Plan for necessary resources to perform the project.
q Resources include:
Ø Test labsØ Development equipmentØ FacilitiesØ People
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Project Planning PASP 2.6
q Plan the involvement of identified stakeholders.
q Identify stakeholdersØ UsersØ ManagersØ Others
q Ensure that their involvement points are identified in the plan
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Project Planning PASP 3.1
q Review all plans that affect the project to understand project commitments.
q Other plans include:
Ø Configuration ManagementØ Quality AssuranceØ Infrastructure supportØ Stakeholders
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Project Monitoring and Control
q Monitor items identified in Project Planning
q Analyze and take corrective action
q Manage corrective action to successful completion
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Project Monitoring and Control PASP 1.1
q Monitor the actual values of the project planning parameters against the project plan.
q Planned vs. actual comparison to determine progressØ Attributes of work products and tasksØ EffortØ CostØ BudgetØ Schedule
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Supplier Agreement Management
q Suppliers include:
Ø COTS vendorsØ Contracted development and maintenanceØ Body shopsØ Internal teams
n Infrastructuren Other product teams
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Supplier Agreement Management PASP 1.1
q Determine the type of acquisition for each product or product component to be acquired.
q Types of acquisition
Ø Internal agreementØ Memoranda of agreementØ ContractsØ COTSØ Staff augmentationØ Custom deliveryØ Services
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Supplier Agreement Management PASP 1.2
q Select suppliers based on an evaluation of their ability to meet the specified requirements and established criteria.
q Established criteria
Ø Management considerationsØ Preferred suppliersØ Company standards
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Requirements Management PASP 1.1
q Develop an understanding with the requirements providers on the meaning of the requirements.
q Requirements providers include:
Ø Infrastructure teamsØ Corporate architectsØ Users and business partnersØ System managersØ Vendors
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Requirements Development PASP 1.1
q Elicit stakeholder needs, expectations, constraints, and interfaces for all phases of the product life cycle.
q Stakeholders include requirements providers
q Elicitation techniques are those commonly used for requirements analysis
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Requirements Development PASP 1.2
q Transform stakeholder needs, expectations, constraints, and interfaces into customer requirements.
q Output is typically a requirements specification
Ø May take many formsØ May evolve during iterative/evolutionary/spiral
phases
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Requirements Development PASP 2.1
q Establish and maintain product and product-component requirements, which are based on the customer requirements.
q Output is typically a functional description
Ø May take many formsØ May evolve during iterative/evolutionary/spiral
phases
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Requirements Development PASP 3.1
q Establish and maintain operational concepts and associated scenarios.
q Can take many forms
Ø Use casesØ Users manualsØ Operating instructions
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Technical Solution PASP 1.1
q Develop alternative solutions and selection criteria.
q For existing systems, typically the alternative solution space is very limitedØ Implementation approachesØ Addition of componentsØ Custom versus COTS
q Architecture is establishedØ Options relate to impact of change on existing
architecture
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Technical Solution PASP 2.2
q Establish and maintain a technical data package.
q Technical data package may include
Ø Evolved use casesØ Design specificationsØ Test specificationsØ Performance requirements
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Technical Solution PASP 2.4
q Evaluate whether the product components should be developed, purchased, or reused based on established criteria.
q Make/buy typically applies to new systems only
q Reuse may apply in all situations
Ø Existing code librariesØ Purchased object classes
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Product IntegrationSP 1.1
q Determine the product-component integration sequence.
q Typically done during test planning
Ø Integration sequenceØ Levels of testing
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Product Integration PASP 1.2
q Establish and maintain the environment needed to support the integration of the product components.
q Ensure that appropriate test environments exist
Ø DevelopmentØ System / integrationØ User acceptance
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Product Integration PASP 1.3
q Establish and maintain procedures and criteria for integration of the product components.
q This is test planning
Ø Test proceduresØ ScenariosØ ScriptsØ Test data
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Product Integration PASP 2.1
q Review interface descriptions for coverage and completeness.
q Ensure that software component interfaces are correct
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Product IntegrationSP 3.1
q Confirm, prior to assembly, that each product component required to assemble the product has been properly identified, functions according to its description, and that the product-component interfaces comply with the interface descriptions.
q Ensure that each component has passed its level of review and/or testing prior to beginning next level of build and test
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Product Integration PASP 3.2
q Assemble product components according to the product integration sequence and available procedures.
q Perform the build
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Product Integration PASP 3.4
q Package the assembled product or product component and deliver it to the appropriate customer.
q Deploy the system into the production environment
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Verification PA
q Work product reviews on documentary items to ensure satisfaction of requirements
q Various levels of testing, most likely performed as a part of (or driver for) product integration
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Validation PASP 1.1
q Select products and product components to be validated and the validation methods that will be used for each.
q Identify the level of component or system that will be validated in its operational environment
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Validation PASP 1.3
q Establish and maintain procedures and criteria for validation.
q Identify how operational testing will be performed
Ø Test planningØ ScenariosØ Support mechanisms
q Ensure facilities are available to revert to prior production versions
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Measurement and Analysis PA
q Addresses mechanisms for managing the IT software group against a defined set of objectives
q Setting up the programØ Establishing objectivesØ Specifying data collection, analysis and
storage mechanismsØ Defining reporting and usage
q Implementing the programØ Measures are typically generated as a part of n Status reportingn System evolutionn Business priorities
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Page 59V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
CMMI in Infrastructure and Operations Teams
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The Big SixGeneric, Major Functions of an Operations /
Shared Services Organization
q Platformsq Operationsq Networkq Voice / Security / Infrastructure Applicationsq Configuration / Asset Management q Customer Service Ø Help DeskØ Problem Management)
Important Note: This is a generic grouping used solely to facilitate discussion.
Actual organization structure and groupings will vary.
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Sample Core Services
q Mainframeq Serverq Desktopq Mobile and Hand
heldq Databaseq Internet, Intranet,
B2B
Platforms Operations Network
Voice / Security / Apps Customer Service Config and Asset Mgmt
q Batch / Daemon / Job Queues
q Enterprise Business Application Support
q Backup / Restoreq Disaster Recoveryq Facilities Mgmtq Production Env.
Monitoring
q Network Engineering
q Middleware Mgmtq Network
Monitoring
q Voice Engineering / Apps
q Telephony Supportq Security Engineeringq Security Monitoring
and Preventionq Tools and Internal
Applications Support
q Help Desk / Call Center
q Problem Management
q Customer Service Request Routing
q Asset Mgmtq Configuration Mgmtq Production Env.
Controlq Enterprise SW
Distributionq Documentation
Mgmt
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The Six Functions Span the Workload Spectrum
(Primary Allocation Shown with solid line)
Operations / Shared Services
Platforms
Operations
Network
Voice / Security / Infrastructure. Application
Help Desk / Problem Management
Configuration and Asset Management
ProjectsCorrective and Preventive Maintenance
Upgrades
Regular / Daily Activities Event Driven
Wor
k T
ype
Ops
/ SS
Fun
ctio
n
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Consider the Continuum of Work
Forward Thinking vs. Immediate Delivery
Strategic, Forward ThinkingR&D, New Technologies, Essential Programs
Tactical Action• Projects• Service / Work Requests• Regular/ Daily Activities
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You Must Understand the Work q Business does not exist in a vacuum, nor doØ ProjectsØ Software Applications and ProductsØ IS Operations
q Each major piece of the continuum has its own lifecycleØ TasksØ Decision PointsØ Deliverables
q Level of Engineering and Management rigor varies for each
q Need for process rigor varies accordingly
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Map the CMMI to the Work - 1
q ProjectsØ One to one mapping of applicable Process
Areas
q Work requestsØ Consider Process Areas as spanning bundles
of work requests
q Daily / Regular WorkØ Most effective to map Process Areas across
entirety of the functionØ For example, the annual planning for help desk
resources and SLAs is like a “project”
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Map the CMMI to the Work - 2
q Many of the six generic Ops/SS areas have projects
Ø Upgrades projects (Database, server, network components)
Ø New technology projects (Active Directory, .NET, bringing in LINUX or AIX)
Ø Migration projects (Sybase to Oracle or vice versa)
q Projects are easiest to map to CMMI
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Map the CMMI to the Work - 3
q Use criteria to distinguish project types (“big” vs. “small”)
Ø New or existing technologyØ Effort hoursØ DurationØ Cost
q Many infrastructure projects have a high cost component but relatively low effort/risk
Ø A criteria combining cost/effort works well
q Set low end of criteria to distinguish projects
Ø From Work / Service RequestsØ From Regular / Daily Activities
q Directly map CMMI Process Areas to your project processes
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Map the CMMI to the Work - 4
q Now we’re left with the tougher mapping
Ø Work / Service RequestsØ Regular / Daily Activities
q CMMI is a robust, granular model for projects Ø “All models are wrong, some are useful” –
George Box
q CMMI is too granular to apply directly to the remaining work types, but ...
q … it can be beneficial to apply CMMI across these work types
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Certain CMMI Process Areas Fit Well
q Project Management
Ø Project PlanningØ Project Monitoring and ControlØ Supplier Agreement ManagementØ Risk Management
q Engineering
Ø Requirements ManagementØ Technical SolutionØ Product Integration
q Support
Ø Configuration ManagementØ Process and Product Quality AssuranceØ Measurement and Analysis
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Mapping Discussion
q Following slides will highlight difficult or potentially bureaucratic specific practice mapping
q Please keep in mind we’re talking about work requests and regular activities
q FormatØ Selected Specific Practice (SP) wording and
intentØ Example(s) of applying the SP to Ops/SS
functions Ø Real world issues / recommendations
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Project Planning PA
q SP 1.1-1 Estimate the Scope of the ProjectØ Communicate and agree to scope/schedule/cost triangle
q SP 1.2-1 Establish Estimates of Work Product and Task AttributesØ Identify key deliverables, milestones and resource/skills
needed
q SP 1.3-1 Define Project Life CycleØ Identify groupings of major milestones, associated
activities, deliverables and decision points
q SP 2.1-1 Establish the Budget and ScheduleØ Apply resources, task dependencies, adjust plans to
meet milestones based upon capacity
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Project Planning PAMapping
q Operations
Ø Plan resources needed to run batch jobsØ Identify and monitor production and maintenance
windowsØ Plan skills needed to handle production exceptions Ø Plan resources for printing, stuffing, distributionØ Plan for necessary consumables (paper, print cartridges,
tapes)
q Help Desk
Ø Performance SLAsØ Usually entails call tracking/problem workflow tool such
as RemedyØ Plan for training and cross-training (skills needed to
answer variety of questions)
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Project Planning PARecommendations
q Translate “WBS” to “Useful groupings of work components and associates tasks”
q Plan according to annual budget cycle: skills needed, anticipated growth, SLAs, monthly metrics reporting
q Plan for regular stakeholder communications
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Project Monitoring and Control PA
q SP 1.1-1 Monitor Project Planning ParametersØ Objective visibility into progress (scope,
schedule, cost) and re-planning
q Let the workflow toll track individual calls
q Track aggregate performance and trends
q Adjust resources, training and SLAs accordingly
q Capture data for future budgeting
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Project Monitoring and Control PAMapping
q Help Desk
Ø Execute and monitor metrics against SLAsØ Monitor usage of staff capacity and adjust
staffingØ Problem queue backlogØ Customer feedback surveys
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Project Monitoring and Control PARecommendations
q Let the workflow toll track individual calls
q Track aggregate performance and trends
q Adjust resources, training and SLAs accordingly
q Capture data for future budgeting
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Supplier Agreement Management PA
q SP 1.1-1 Determine Acquisition Type
Ø Types of skills needed and why, plan for oversight needed
q SP 1.3-1 Establish Supplier Agreements
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Supplier Agreement Management PAMapping
q Operations
Ø Printing / Stuffing / Mailing of bills and reports to customers
Ø Billing may be performed in-house by different department or outsourced completely
Ø Disaster recovery related backup and storage suppliers
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Supplier Agreement Management PARecommendations
q Remember SAM applies to internal and external suppliers
q Establish appropriate SLAs
q Negotiate appropriate testing and oversight into activities based upon risk
q Ensure objective performance metrics are used for management decisions
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Risk Management PA
q SP 1.3-1 Establish a Risk Management Strategy
Ø Establish the scope of the risk effort and your risk taxonomy
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Risk Management PAMapping
q All six functions
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Risk Management PARecommendations
q Apply risk management across the entirety of each function
q Part of the overall organization governance
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Requirements Management PA
q SP 1.1-1 Obtain an Understanding of Requirements
Ø Ensure requirements are documented and agreed by affected groups
q SP 1.4-2 Maintain Bidirectional Traceability of Requirements
Ø Be able to demonstrate how intermediate and final work products satisfy requirements
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Requirements Management PAMapping
q Help Desk
Ø Individuals call events vs. the entire help desk function
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Requirements Management PARecommendations
q The “requirements” of the help desk function:
Ø Meeting SLAs, Ø Call volumes Ø Handling surge (e.g. , major outage) Ø Backlog
q The “requirements” of an individual call are captured within the workflow tool
q Better value add to apply SPs across the entire help desk function (vs. an individual call or problem event)
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Technical Solution PARecommendations
q Do not map this process area to smaller work efforts
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Product Integration PA
q SP 1.1-1 Determine Integration Sequence
Ø Assemble product components logically and efficiently
q SP 2.2-1 Manage Interfaces
Ø Ensure only acceptable disruptions to existing system/service interfaces
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Product Integration PAMapping
q Configuration and Asset Management
Ø Production Environment Control
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Product Integration PARecommendations
q Establish procedures for production environment control
q Use standard production migration procedures across the organization
q Plan ahead: provide regular windows for production environment changes
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Configuration Management PA
q SP 1.1-1 Identify Configuration Items
Ø Ensure appropriate level of control and comprehensiveness
q SP 1.3-1 Create or Release Baselines
Ø Ensure appropriate controls for critical baselines/environments
q SP 2.1-1 Track Change Requests
Ø Provide effective and efficient change control
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Configuration Management PAMapping
q Configuration and Asset Management
Ø Changes to production environment, software distribution/updates
q Operations (Facilities) and Platforms
Ø New offices, changes to facilities, changes to existing platform configurations
q Problem Management
Ø Changes to production environment
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Configuration Management PARecommendations
q Establish procedures, use automated tools where possible
q Anticipate need for structured, well managed verification effort
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Process and Product Quality Assurance PA
q SP 1.1-1 Objectively Evaluate Processes
Ø Fact based indications of conformance and performance
q SP 1.2-1 Objectively Evaluate Work Products and Services
Ø Similar to 1.1-1
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Process and Product Quality Assurance PAMapping
q All six functions
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Process and Product Quality Assurance PARecommendations
q Classic recommendations:
Ø Use the right people, focus on the right priorities
Ø Apply to critical needs and typically problematic areas (asset management, production control, creative platform folks acting like cowboys)
q Plan for QA across the entire function (all of help desk)
q Use representative sampling for objective evidence (actual call events across shifts, platform types, etc)
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Measurement and Analysis PA
q SP 1.1-1 Establish Measurement Objectives
Ø Know what you want to measure and why, use metrics intelligently
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Measurement and Analysis PAMapping
q Operations
Ø Batch performance measures, resource expenditures
q Help Desk
Ø Call volumes, average response and call times, backlog data
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Measurement and Analysis PARecommendations
q Classic: Understand the needs of the stakeholders involved and objectives of measurement program(s)
q Trend over time
q Use metrics for the larger planning and budgeting cycle
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Page 99V1.01 December 2002Copyright © 2002 ChangeBridge, IncorporatedPortions Copyright © 2002 Carnegie Mellon University or adapted from such materialsCMMI and SCAMPI are service marks of Carnegie Mellon University.
Mark Servello, Vice President
Jim Gibson, Senior Consultant
ChangeBridge, Incorporated
Summary
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Summary
q The CMMI is a valid tool for process management in Corporate IT organizations
q You must understand your system of systemsØ Each hardware or software system has a
“product life”Ø The evolution of each system is not performed
in isolation
q You must interpret the CMMI based onØ Organization structureØ Criticality of systemØ Type of product or service
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Contact Information
q Mark Servello, Vice President703-378-0975 [email protected]
q Jim Gibson, Senior Consultant803-749-0714 [email protected]