Book Contributors
Book Authors
Eileen C. Forrester
Manager, CMMI for Services
Software Engineering Institute
Eileen C. Forrester is the manager of the CMMI for Services program at the SEI, a senior member of the technical staff, and the lead author of CMMI for Services, Guidelines for Superior Service. She was the co-chair of the International Process Research Consortium and the editor of the IPRC Process Research Framework. She is the developer of TransPlant, a transition-planning process, and her current research area is in process-oriented approaches to service delivery, technology change, risk management, and emergent system types. These approaches include GAIT, CMMI for Services, OCTAVE, MDA, and multimodel improvement approaches. She has more than 35 years of experience in technology transition, strategic planning, process improvement, communication planning, and managing product, service, and nonprofit organizations.
Technical Fellow
Process Architect
Northrop Grumman Corporation
Brandon L. Buteau is a Technical Fellow, technologist, and process architect at Northrop Grumman Corporation. He has been a member of the CMMI for Services model development team from its beginning, and is both the chief architect for the model and the team’s ontologist. His professional career of more than 35 years has spanned the analysis and development of advanced systems, technology, and processes. He currently helps to define and develop quality and process architectures as well as supporting tools. He leads, performs, coordinates, and consults on research, strategic analyses, technology assessments, knowledge/information modeling, and business development across a spectrum of technologies needed by customers. He received an AB in applied mathematics (computer science) from Harvard University in 1976.
Sandy Shrum
Senior Writer/Editor
Communications
Software Engineering Institute
Sandy Shrum is a senior writer/editor and communications point of contact for the Software Engineering Process Management program at the Software Engineering Institute (SEI). Besides this book, she has coauthored two other CMMI books: CMMI-ACQ: Guidelines for Improving the Acquisition of Products and Services and CMMI: Guidelines for Process Integration and Product Improvement, 1st and 2nd editions. She has been with the SEI since 1995 and has been a member of the CMMI Development Team since the CMMI project’s inception in 1998. Her roles on the project have included model author, small review team member, reviewer, editor, model development process coordinator, and quality assurance process owner. Before joining the SEI, she worked for eight years as a document developer with Legent Corporation, a Virginia-based software company. Her experience as a technical communicator dates back to 1988, when she earned her MA in professional writing from Carnegie Mellon University. She earned her undergraduate degree, a BS in business administration, at Gannon University, Erie, Pennsylvania.
Contributing Authors
Drew Allison
Drew Allison is a Lead Appraiser and Instructor for the Systems and Software Consortium, Inc. (SSCI) and an SEI Affiliate. She is also an ITIL Expert (V3) and a member of the CMMI-SVC author team. She has more than 25 years of software and systems engineering, systems acquisitions, service management, and process improvement experience in the public and private sectors. She has appraised a wide variety of service and development organizations including government contractors and commercial organizations in the United States, Europe, and Asia.
Urs Andelfinger
Urs Andelfinger is an SEI visiting scientist and CMMI instructor, as well as a university faculty member at Darmstadt University of Applied Sciences, Germany. He is currently working on effective technology adoption processes with a focus on the financial services and educational industries. His research interests include adopting CMMI-SVC in educational settings and in business process management.
Kevin Behr is the founder of the Information Technology Process Institute (ITPI) and the CTO of the CIO Practice at Assemblage Pointe, which helps senior business executives transform IT organizations from chaos to business effectiveness. He has held the post of CTO and CIO at companies ranging from public corporations to technology startups. He is the author of six IT management books, including the popular Visible Ops Guide, which he coauthored with Gene Kim and George Spafford, and The Definitive Guide to IT Management published by Hewlett-Packard.
Gary Coleman
Gary Coleman pursued his BS in computer engineering at Case Western-Reserve University, and his MS in systems engineering at The University of Virginia. His early career was in manufacturing automation systems, where he worked on quality systems and was involved in the internal ISO 9001 and CMM programs. Currently he is working at CACI, Inc., in Chantilly, Virginia, where he has led various aspects of the company’s process improvement program, which covers numerous quality standards and process frameworks. He consults on the performance improvement efforts of project teams throughout the company, and has participated on many appraisal teams. He was awarded the SEI Member Outstanding Advocate Award at the 2010 National SEPG Conference, and has been a member since 1994.
Betsey S. Cox-Buteau
Betsey S. Cox-Buteau, Ph.D., is a career educator whose interest is in educational system process continuity and the integration of assessment into decision making. She is the associate superintendent of schools in School Administrative Unit #41, Hollis/Brookline, New Hampshire. She is also a consultant who works with struggling schools to improve test scores through collecting data, improving processes, and providing high-quality professional development. She earned an AB from Dartmouth College, and completed her Ph.D. in education from the University of New Hampshire.
Alison Darken is a senior process improvement staff member for Science Applications International Corporation (SAIC). She is involved in all aspects of process improvement, including process asset management for her SAIC organization, development and maintenance of organizational processes and training, process training and implementation on projects, and appraisal conduct and preparation. She supports the SAIC Corporate EngineeringEdge asset set. Recently, she led teams to develop ISO 20000 and CMMI for Services compliant process asset sets for SAIC Corporate.
Kieran Doyle
Kieran Doyle is a SCAMPI Lead Appraiser based in the United Kingdom and has extensive experience in systems and software engineering, service management, project management, and quality management, covering commercial and defense sectors and encompassing all lifecycle elements from requirements capture through to delivery and operations.
Peter Flower
Peter Flower is a specialist in effecting process change to deliver measurable expense reduction, increased productivity (reduced error rates and cycle times), improved schedule predictability, and service delivery. He has been providing consultancy services to blue-chip clients in all commercial sectors for more than 13 years and has a proven history of leading clients to levels 2 and 3 of the Capability Maturity Model (CMM) and CMM Integration (CMMI).
He is extremely customer oriented, and as the founder and managing director of Trinity Management Consultants, he understands the commercial drivers of his clients’ businesses. With 30 years of experience in information technology he is able to combine a diverse range of skills in project and program management, quality management, process change management, and more to provide his clients with customer focused business solutions.
During his career, he has performed in varying roles, from systems engineer to IT manager, across a variety of industry sectors. He has been involved in software quality initiatives since 1989, first with BS5750, then IS0 9001, and since 1997 has specialized in business improvement using Software CMM and subsequently CMMI. He is a certified IT professional and has been trained by the SEI in its Capability Maturity Models, CMM and CMMI, and is a PRINCE2 accredited project manager.
Hillel Glazer
Hillel Glazer has been working in process improvement since his first job out of college. He is a CMMI High Maturity Lead Appraiser and CMMI instructor working with Agile teams as well as an SEI Visiting Scientist. He is the lead author on the SEI’s first-ever official publication addressing Agile development. His diverse experience base, which includes aerospace/defense and systems engineering, large and small consulting practices, federal agencies, dot-com operations, and financial systems support, is probably what gave him the necessary perspective to pioneer how to bring CMMI and Agile together as far back as his 2001 CrossTalk article highlighting the compatibilities of (then) CMM and XP.
Mary Jenifer
Mary Jenifer participated as a mini-team lead for the Support Office appraisal and has participated on CMMI-DEV and CMMI-SVC projects at AEM. Mary works with Maggie Pubustan and AEM groups to provide quality assurance and implement process improvements.
Gene Kim
Gene Kim is the CTO and co-founder of Tripwire, Inc. In 2004, he co-wrote Visible Ops Handbook, codifying how to successfully transform IT organizations from “good to great.” In 2008, he coauthored Security Visible Ops Handbook, a handbook describing how to link IT security and operational objectives in four practical steps by integrating security controls into IT operational, software development, and project management processes. He is a certified IS auditor, and is part of the Institute of Internal Auditors GAIT task force that developed and published the GAIT Principles and Methodology in January 2007, designed to help management appropriately scope the IT portions of SOX-404. In 2007, Computerworld added him to the “40 Innovative IT People to Watch, Under the Age of 40” list, and he was given the Outstanding Alumnus Award by the Department of Computer Sciences at Purdue University for achievement and leadership in the profession.
As a senior principal analyst and consultant at ARINC Engineering Services, LLC, an SEI Partner, Dr. Gary H. Lunsford helps management and technical personnel in both government and industry work together more effectively while improving their processes. As a founding officer of the Charleston-wide Joint Industrial Advisory Board, an organization co-sponsored by The Citadel and the College of Charleston, he enjoys helping academia, government, and industry work together in planning curricula and providing employment opportunities for students in science and engineering.
He is a seasoned professional with more than 30 years of direct experience in program management and development, providing engineering services to clients, designing and evaluating processes, and executing technical applications to support business goals.
He is a certified instructor and lead appraiser for the CMMI Development, Acquisition, and Services models and is pursuing instructor certification in the Practitioner classes.
He majored in physics, earning a BS from Duke University, an MS from the University of Illinois, and the Ph.D. from Georgia Tech. He joined Sigma Pi Sigma and Phi Beta Kappa at Duke and Omicron Delta Kappa at Georgia Tech.
He worked with IBM on the Apollo project where he programmed the trajectory equations that generated guidance commands for the Saturn vehicle. He also developed a course in celestial mechanics, conducted studies in Battlespace Management for ballistic missile defense, and programmed the reentry guidance equations for the Space Shuttle. He enjoyed working as a rocket scientist and interacting with the astronaut corps at the Johnson Space Center in Houston, Texas.
He worked on DoD contract defense work with Georgia Tech Research Institute and directed projects involving air defense systems. He also took a lead role in faculty governance as Secretary of the Faculty (a position appointed by the president of Georgia Tech), served on ten Institute-level committees, and helped to formulate Institute policies and procedures. He also taught physics classes and published more than 40 reports and papers.
He was a principal founder of the South Carolina (SC) SPIN (Software and Systems Process Improvement Network) and is currently serving as coordinator for their activities.
He provides direct support to the SPAWAR Systems Center-Atlantic (SSC-LANT) and is a process improvement consultant to the Office of the Chief Engineer. He works closely with SPAWAR personnel to develop documentation, evaluate training programs, and successfully prepare for CMMI appraisals.
He provides consulting, instructional, and appraisal services to a variety of government and commercial clients.
Tobin Lunsford
Tobin Lunsford is the AVP for National Material Damage at Infinity Property and Casualty in Birmingham, Alabama. He manages personnel in many lifecycle phases throughout the company and evaluates and improves current claims practices. He is currently working with all company departments to upgrade processes and increase the accuracy of work products while focusing on the customer experience and moving Infinity into the forefront of the property and casualty industry in estimating accuracy and severity of claims processing.
He has worked for more than 15 years in property and casualty insurance management, process review and development, and IT evaluation and integration. His experience covers automobile, marine, recreational vehicle, commercial auto, and motorcycle insurance, as well as catastrophe response management. Additionally, he has nearly ten years of direct experience in the automotive industry, including car sales, operations, and rental management.
He majored in business management, earning a BS from Auburn University. He is currently working on the CPCU designation for Insurance Services and carries training certificates from ICAR and Chief Automotive Technology.
Suzanne Miller
Suzanne Miller is a senior member of the technical staff in the Research, Technology, and System Solutions (RTSS) program at Carnegie Mellon University’s Software Engineering Institute. Her research spans organizational issues in system of systems settings and organizations adopting new architectural practices. Before RTSS, she researched technology transition and process improvement, particularly development and implementation of CMM types of models, and coauthored CMMI Survival Guide: Just Enough Process Improvement.
Takeshige Miyoshi is a professional at Software Research Associates, Inc. He is a CMMI instructor, SCAMPI High Maturity Lead Appraiser, and SCAMPI Lead Appraiser for services. He has extensive experience leading, participating in, and observing SW-CMM-based assessments and CMMI-based appraisals. He is a registered consulting engineer authorized by the Japanese government. He has more than 20 years of experience in developing, maintaining, and managing a number of software projects. He acted as a local trial coordinator in the Northern Asia region of the SPICE project during the late 1990s.
Brad Nelson
Brad Nelson is an engineer with the Department of Defense (DoD) Office of the Deputy Under Secretary of Defense for Industrial Policy (ODUSD [IP]) serving as an industrial base analyst for C4, Information Technology and Contract Services. He has more than 26 years of experience in systems engineering and technical leadership as a manager, project manager, headquarters program manager, and network systems engineer in the government, military, and private sectors. Prior to joining ODUSD (IP) in late 2006, he was a civilian employee of the U.S. Army where he held a variety of IT positions including chief systems engineer for the Program Executive Officer for Enterprise Information Systems (PEO EIS). Previously, he has held engineering and management positions with WorldCom, the Department of Energy, and the Environmental Protection Agency. He also served on active duty with the U.S. Navy as a submariner and retired from reserve duty as a captain.
Maggie Pabustan
Maggie Pabustan is an SEI Certified Lead Appraiser for CMMI-SVC and led the SCAMPI appraisal for the Support Office. She has participated as an appraisal team member on several CMMI-DEV and CMMI-SVC appraisals, and has more than 14 years of experience in services and development environments.
As director of process management at Lockheed Martin Corporation, Information Systems & Global Solutions (IS&GS), Lynn Penn oversees policies and process command media, process compliance via audits, and process improvement activities. She develops and manages compliance to multiple standards—CMMI-DEV, CMMI-SVC, ISO 9001, AS9100, and ISO 27001. Her previous experience includes serving as a program manager of two major Navy Software Development activities. She was assigned by the U.S. Navy onto their independent review board to consult and evaluate progress on other Navy contracts. She was director of Navy Business, which included six separate Navy Support contracts. She worked prior to this as a software development manager for a major development effort. Software Engineering Institute (SEI) Capability Maturity Model (CMM) involvement began with Version 1.0 and has progressed to the current CMMI Version 1.3. She is currently listed as one of the early adopters of CMMI, a CMMI Instructor, and a SCAMPI B/C Team Lead and SEI Affiliate. She has a BS in mathematics from Villanova University. She has done graduate studies in computer science and management information systems. She is a certified ISO 9000 internal auditor at Lockheed Martin Integrated Systems & Global Services. She is also a Certified Greenbelt and Blackbelt in Six Sigma and Lean Techniques. She has published a book called CMMI and Six Sigma: Partners in Process Improvement.
Mike Phillips
Mike Phillips is the program manager for CMMI at the Software Engineering Institute (SEI), a position created to lead the Capability Maturity Model Integration (CMMI) Product Suite evolution. He has led the team, which spans government, industry, and the SEI, through three significant upgrades to the original version of the integrated model, which now covers engineering, acquisition, and services. He was previously responsible for transition enabling activities at the SEI. He has authored technical reports, technical notes, CMMI columns, and various articles in addition to presenting CMMI material at conferences around the world. He is a coauthor of the first edition of the Addison-Wesley book on CMMI for Acquisition.
Prior to his retirement as a colonel from the U.S. Air Force, he was the program manager of the $36 billion development program for the B-2 stealth bomber in the B-2 System Program Office at Wright-Patterson AFB, Ohio. In addition to more than five years of B-2 experience, he has four years of experience guiding acquisition programs in the Pentagon for both the Air Force and the Office of the Secretary of Defense. His BS in astronautical engineering is from the Air Force Academy, and he has an MS in nuclear engineering from Georgia Tech, in systems management from the University of Southern California, and in international affairs from Salve Regina College and the Naval War College. He is a graduate of the Program Management Course at the Defense Systems Management College and of the Air Force Test Pilot School.
Pam Schoppert
Quality, process, and change management have been the focus for Pam Schoppert for almost two decades. Her career at SAIC includes leading and supporting improvement efforts at all levels of the company, as well as consulting with external customers in the areas of defense, telecommunications, finance, national security, and intelligence. She now works at Citizant as a senior process advisor. She is a highly recognized expert in effectively implementing and appraising against industry improvement standards. Through her career, she has participated in dozens of recognized process improvement appraisals and assessments, including some at the highest attainable maturity levels. She also specializes in trail-blazing the standardization industry’s alignment to the needs of today’s information technology and services market spaces through the establishment of new models, process assets, and templates. She was invited by the Software Engineering Institute (SEI) to join a small group of industry, government, and SEI representatives to author the CMMI for Services model. She has written and implemented corporate policy and processes for software development, systems engineering, and IT services. She has authored and delivered corporate level training curricula for team building, peer review, and quality process innovation, impacting thousands of staff members within the company as well as customers and partners. She utilizes management and interpersonal skills to do what she loves best: help a team succeed to its fullest potential in delivering products and services with repeatable practices and maximum efficiency.
She has a BS in computer science and mathematics from Wheeling Jesuit University. She lives in Leesburg, Virginia, with her husband and three children. She is a board member of VSAarts of Loudoun and spends her free time advocating for children with special needs.