Index
A
Accept the Acquired Product practice, 520–521
Acceptable service levels documentation, 532
Acceptance criteria, 682
Acceptance procedures for acquired products, 520
Acceptance reviews and tests documentation, 521
Acceptance testing, 682
Access control
archived data, 651
configuration management, 298
Accuracy checks for measures, 372
Achieve Specific Goals goal, 193
Achievement profiles
defined, 682
vs. target profiles, 60
Acquired products
accepting, 520–521
configuring, 292
transition of, 521–522
Acquirers, 682
Acquisition Mini Team, 678
Acquisition process, 682
Acquisition strategy, 682
Acquisition types, 511–512
Acquisitions Requirements Development (ARD), 87
Acronyms, 669–671
Action plans
establishing, 396–397
implementing, 397–398
for supplier agreements, 521
Action proposals, 287–288
Actions
corrective. See Corrective actions
incident, 331
measuring effects of, 289–290
planning and implementing, 395–398
on standard services, 614
Activities, 12
Actualization phase in service lifecycles, 73
Ad-hoc service requests, 540
Adaptive maintenance, 559
Additions
defined, 682
description, 27
Address Causes of Selected Outcomes goal, 287
Evaluate the Effect of Implemented Actions practice, 289–290
Implement Action Proposals practice, 287–288
Record Causal Data practice, 290
Adherence evaluation, 238–246
Administrative procedures in measurement analyses, 368
Agile Manifesto, 129–130
Service System Development, 563–565
for services, 129–135
Agreement phase in project lifecycles, 74
Agreement types in strategies, 639
Agreements, supplier. See Supplier Agreement Management (SAM) process area
Align Measurement and Analysis Activities goal, 359
Establish Measurement Objectives practice, 359–361
Specify Analysis Procedures practice, 367–369
Specify Data Collection and Storage Procedures practice, 365–367
Specify Measures practice, 361–365
Alignment of work products and requirements, 491
Allen, Ed, 86
Allison, Drew
biography, 719
IT services scenario essay, 116–129
Allocated requirements, 682–683
Alternative solutions
evaluating, 307–314
identifying, 310–311
Analysis phase
incident lifecycles, 77
service request lifecycles, 76
service system lifecycles, 75
Analyze and Address Causes and Impacts of Selected Incidents goal, 327–328
Analyze Selected Incidents practice, 328–330
Establish and Apply Solutions to Reduce Incident Occurrence practice, 331–332
Establish Solutions to Respond to Future Incidents practice, 330
Analyze and Validate Requirements practice, 572–574
Analyze Causes practice, 284–287
Analyze Existing Agreements and Service Data practice, 542–544
degree program use case, 153
lecture offer use case, 155
Analyze Individual Incident Data practice, 324–325
Analyze Issues practice, 629–630
Analyze Measurement Data practice, 371
Analyze Process Performance and Establish Process Performance Baselines practice, 434–436
Analyze Process Performance Data practice, 410
Analyze Results of Verification and Validation of the Service Continuity Plan practice, 537–538
Analyze Selected Incidents practice, 328–330
Analyze Service System Transition Needs practice, 599–601
Analyze Suggested Improvements practice, 414–417
Andelfinger, Urs
biography, 719
educational institution essay, 148–159
Annual conferences, 39
Applied Engineering Management (AEM) Corporation, 90
CMMI implementation, 91–94
service environment, 90–91
Appraisal approach, 47–48
Appraisal findings, 683
Appraisal participants, 683
Appraisal ratings
benefits, 48–49
defined, 683
Appraisal reference models, 683
Appraisal Requirements for CMMI (ARC), 84
Appraisal scope, 683
Appraisal teams, 36
Appraisals, 6
defined, 683
processes, methods, and tools, 404
SCAMPI, 36–37
security, 173–179
Appraise the Organization’s Processes practice, 393–394
Architecture, 683
Archived data, 651
Assess and Control the Impacts of the Transition practice, 605–607
Assess Training Effectiveness practice, 451–452
Assessing knowledge and skills, 655
Asset libraries, 375
for defined processes, 340, 348
establishing, 385–386
Assign Responsibility practice
overview, 210–211
process area relationships, 257
security content example, 184
Assumptions
decision criteria, 313
schedule, 647
Attributes
monitoring, 623–624
process elements, 378
selecting, 471–473
services, 616
work products and tasks, 642–643
Audits
configuration, 303–304
defined, 683–684
Authorization for configuration item changes, 301
Authors, biographies, 717–718
Auto insurance. See Vehicle insurance essay
Automatic collection of data, 367
Availability, CAM. See Capacity and Availability Management (CAM) process area
B
Barriers to improvements, 415, 421
Base measures
data collection for, 370
defined, 684
examples, 362
Baselines
configuration management, 295–299
defined, 684
measures, 476
performance, 434–436
service system, 600
transition plans, 603
Bate, Roger, 87
Behr, Kevin
biography, 720
high-performing IT organizations essay, 135–143
Visible Ops Handbook: Starting ITIL in Four Practical Steps, 135
Benchmarking, 84–86
Benchmarks, 84
Benefits in risk mitigation plans, 506
Bidirectional traceability
defined, 684
description, 484–485
maintaining, 489–491
Books on change, 40
Bounds for thresholds, 498
Budgets, 646–648
Buteau, Brandon L., 718
C
CACI company, 97–102
Calibrating process performance models, 438
Call center essay, 89–94
CAM. See Capacity and Availability Management (CAM) process area
Candidate measures, 365
Capabilities across constellations essay, 86–89
Capability levels
defined, 684
and maturity levels, 55–59
overview, 52–53
working with, 53–55
Capability Maturity Model: Guidelines for Improving the Software Process, 8
Capability Maturity Models (CMMs), 8, 684
Capability profiles, 40
Capable processes, 684
Capacity and Availability Management (CAM) process area
CMMI-DEV, 88–89
Incident Resolution and Prevention relationship, 317
introductory notes, 261–266
IT services scenario, 125–126
Monitor and Analyze Capacity and Availability goal, 274–279
Organizational Process Performance relationship, 427
Prepare for Capacity and Availability Management goal, 267–274
process monitoring and control, 232
process plans, 198
project lifecycles, 75
purpose, 261
Quantitative Work Management relationship, 463
resources, 203
service system lifecycles, 76
stakeholder identification and involvement, 224
training, 212
Work Monitoring and Control relationship, 621
Work Planning relationship, 635
work product control, 218
Capital project failures, 140
CAR. See Causal Analysis and Resolution (CAR) process area
Case studies for IT organizations, 140–141
Categories
service requests, 547, 555–556
Causal analysis, 684
Causal Analysis and Resolution (CAR) process area, 54–55
Address Causes of Selected Outcomes goal, 287–290
adherence evaluation, 239
Determine Causes of Selected Outcomes goal, 283–287
Incident Resolution and Prevention relationship, 317
introductory notes, 281–282
Organizational Performance Management relationship, 407
policies, 193
process monitoring and control, 232
process plans, 198–199
process related experiences collection, 250
purpose, 281
Quantitative Work Management relationship, 463
resources, 203
Service System Transition relationship, 598
stakeholder identification and involvement, 224
training, 212
work product control, 218
Causality, culture of, 137
Causes of selected incidents, 327–328
CCBs (configuration control boards), 299
Change
readiness for, 49–50
service continuity plans, 536
strategies for, 48–50
Change Configuration and Release Performance Study, 138
Change essay, 79–80
agents of change, 81–83
benchmarking, 84–86
management challenges, 83–84
paradigm changes, 80–81
summary, 86
Change history for requirements, 489
Change management, 684
Change requests documentation, 628
Checking in and out configuration items, 301
Checklists for service system component reviews, 588
China, labor in, 81
Claims system for vehicle insurance, 170–171
Closing
incidents, 326–327
service requests, 557
Closure phase
incident lifecycles, 77
service request lifecycles, 76
CM. See Configuration Management (CM) process area
CMMI overview
benefits, 7–8
CMMI Framework, 10
critical dimensions, 5–6
history, 7–8
model components, 685
models, 685
need for, 3–4
CMMI-DEV, 7–8
call center essay, 89–94
in CMMI-SVC adoption essay, 102–111
in system of systems, 94–97
CMMI Framework, 685
CMMI Product Suite, 685
CMMI-SVC
overview, 10–11
service system concept, 13–15
services, 12–13
CMMI Technology Conference and User Group conference, 39
CMMI Version 1.3 project participants, 673
Acquisition Mini Team, 678
Configuration Control Board, 675–676
Coordination Team, 675
Core Model Team, 676–677
High Maturity Team, 677
Quality Team, 680
SCAMPI Upgrade Team, 678
Services Advisory Group, 674–675
Services Mini Team, 678
Steering Group, 673–674
SVC Training Teams, 679–680
Training Teams, 679
Translation Team, 677
CMMs (Capability Maturity Models), 8
CobiT (Control Objectives for Information and Related Technology), 9
Coleman, Gary
biography, 720
paths to service maturity essay, 97–102
Collect Improvement Information practice
process area relationships, 260
security content example, 186
Collect Process Related Experiences practice, 249–255
Collection
information, 38–42
issues for analysis, 629–630
procedures, 365–367
Commercial off-the-shelf items, 685
Commitments
acquired products, 521
to corrective actions, 356
monitoring, 624–625
to plans, 659–660
to requirements, 488
resources, 44
to transition plans, 603
in vehicle insurance, 169
Common cause of variation, 685
Common culture among high performers, 137
Common parts of standard services, 616
Common problems and misconceptions, 3–4
Communicate and Resolve Noncompliance Issues practice, 458–459
Communicate Results practice, 373–374
Communicate the Status of Incidents practice, 327
Communicating
action proposals, 332
deployment impact information, 607
measurements, 367
product status, 627
risk status, 625
service request status, 559
strategic needs, 613
Communication mechanisms
business objectives, 408
changes in, 81
requirements, 652
stakeholders, 549
Compatible interfaces, 579–581
Complaints, customer, 316
Completeness checks for measures, 372
Compliance-driven improvement, 115–116
Compliance with configuration management standards and procedures, 304
Component-to-component interfaces, 580
Components, 21
descriptions, 22–27
expected, 22
informative, 22
required, 21–22
requirements, 653
supporting informative, 27–28
Compose the Defined Process practice, 468–471
Compound interfaces, 580
Conceptualization phase in service lifecycles, 73
Conditions
exception, 279
incidents, 317
risks, 502
Conduct Milestone Reviews practice, 628–629
Conduct Progress Reviews practice, 627–628
Conferences, 39
Configuration audits, 685
Configuration baselines, 685
Configuration control, 685
Configuration control boards (CCBs)
for baselines, 299
CMMI Version 1.3 project, 675–676
defined, 686
Configuration identification, 686
Configuration items, 686
Configuration management, 686
Configuration Management (CM) process area
adherence evaluation, 239
Establish Baselines goal, 295–299
Establish Integrity goal, 302–304
generic goals and practices support by, 256
Incident Resolution and Prevention relationship, 317
introductory notes, 291–294
policies, 193
process monitoring and control, 232
process plans, 199
process related experiences collection, 250
purpose, 291
Requirements Management relationship, 485
resources, 204
Service Delivery relationship, 541
Service System Transition relationship, 598
stakeholder identification and involvement, 224
Track and Control Changes goal, 299–302
training, 212
work product control, 218
Configuration status accounting, 686
Conflicts
managing, 347
quality and process performance objectives, 468
Consequences, risks, 502
Consistency
for measures, 370
reviews for, 491
Consistent curriculum delivery, 146
defined, 686
essay, 86–89
Constraints
identifying, 647
verification and validation, 569
Consulting for improvement deployment, 423
Context, risk, 502
Continual Service Improvement, 121
Continuity
education systems, 147
SCON. See Service Continuity (SCON) process area
Continuous model representations, 59–61
Continuous representation, 686
Continuous service requests, 540
Continuous thinking, 86–89
Contract-based lifecycles, 106
Contractual requirements, 687
Contribute to Organizational Process Assets practice, 351–352
Contributing authors biographies, 719–727
Control
Monitor and Control the Process practice, 230–238
and performance, 139
WMC. See Work Monitoring and Control (WMC) process area
Control Configuration Items practice, 301–302
Control Objectives for Information and Related Technology (CobiT), 9
Control Work Products practice
overview, 217–223
process area relationships, 258
Coordinate and Collaborate with Relevant Stakeholders goal, 353
Manage Dependencies practice, 354–355
Manage Stakeholder Involvement practice, 353–354
Resolve Coordination Issues practice, 355–356
Coordination
resolving, 355–356
with stakeholders, 353
Coordination Team, 675
Core Model Team, 676–677
Core process areas, 21, 104–105
criteria, 648
defined, 687
dependencies and commitments, 356
on identified issues, 630–631
issues analysis for, 629–630
managing, 631
process performance, 231
requirements, 491
service delivery, 552
service system resources, 275–276
Corrective maintenance, 559
Costs
estimating, 643–645
monitoring, 623
risk mitigation plans, 506
risks associated with, 500–501
service system transitions, 602
suggested improvements, 415–416
training programs, 447
Cox-Buteau, Betsey S.
biography, 720
public education essay, 143–148
Create or Release Baselines practice, 299
Criteria
asset library items, 385
corrective actions, 648
decision analysis, 306, 309–313
defined processes, 469–472
evaluation, 456–457
incidents, 319–320
measurement analyses, 369, 371
peer reviews, 589
process appraisals, 394
process performance analysis, 431, 433
requirements, 487
requirements providers, 487
risk, 497
service continuity plan verification and validation, 536
service requests, 547
service system selection, 576
standard processes, 381–382
suppliers, 512
Critical attributes of services, 616
Critical dependencies in service delivery schedules, 558
Criticality of dependent functions, 527
Crosby, Phillip, 7
Culture
for change, 49–50
high performers, 137
organizational, 40
Currency checks for measures, 372
Curriculum for training, 448
Customer relationships in CMMI-SVC adoption, 105–107
Customer requirements, 687
Customer satisfaction in service system, 559
Customer Service Index (CSI) in vehicle insurance, 171
Customers
complaints, 316
defined, 687
in IT services scenario, 117
need data, 542–543
online, 83
overview, 19–20
D
DAR. See Decision Analysis and Resolution (DAR) process area
Darken, Alison
biography, 721
CMMI-DEV and ISO 20000 assets essay, 102–111
Darwin, Charles, 80
Data, defined, 687
Data collection procedures, 365–367
Data integrity checks for measures, 370, 373
defined, 687
planning, 650–651
Dates for critical dependency, 354
Decision Analysis and Resolution (DAR) process area
adherence evaluation, 239
for education systems, 147
Evaluate Alternatives goal, 307–314
introductory notes, 305–307
Organizational Performance Management relationship, 407
Organizational Training relationship, 442
policies, 194
process monitoring and control, 232
process plans, 199
process related experiences collection, 250
purpose, 305
related process areas, 307
resources, 204
Risk Management relationship, 494
Service Continuity relationship, 525
Service System Development relationship, 566
stakeholder identification and involvement, 225
training, 212
work product control, 218
Decomposing standard processes, 377–378
Defect density, 687
Defects causes. See Causal Analysis and Resolution (CAR) process area
Define Lifecycle Phases practice, 643
Define Risk Parameters practice, 497–498
Defined processes
composing, 468–471
defined, 688
establishing, 248–249, 338–340
institutionalizing, 190–192
in service context, 336–337
Definition of required functionality and quality attributes, 688
Degree program use case, 153–155
Deliver Services goal, 554
degree program use case, 155
lecture offer use case, 156
Maintain the Service System practice, 559–560
Operate the Service System practice, 557–559
Receive and Process Service Requests practice, 554–557
Deliver Training practice, 449–450
Deliverable items, defined, 688
Delivery
environments, 688
SD. See Service Delivery (SD) process area
Delivery phase in project lifecycles, 74
Deming, W. Edwards, 7
deMonsabert, Sharon, 90
Dependencies
identifying, 526–529
in lifecycles, 71–72
managing, 354–355
process areas, 256
service delivery schedules, 558
Deploy Improvements goal, 420
Evaluate Improvement Effects practice, 423–424
Manage the Deployment practice, 422–423
Plan the Deployment practice, 420–422
Deploy Organizational Process Assets and Incorporate Experiences goal, 398
Deploy Organizational Process Assets practice, 398–400
Deploy Standard Processes practice, 400–401
Incorporate Experiences into Organizational Process Assets practice, 402–404
Monitor the Implementation practice, 401–402
Deploy Organizational Process Assets practice, 398–400
Deploy Service System Components practice, 604–605
Deploy Standard Processes practice, 400–401
Deploy the Service System goal, 604
Assess and Control the Impacts of the Transition practice, 605–607
Deploy Service System Components practice, 604–605
Deployment, SST. See Service System Transition (SST) process area
Derived measures
data collection for, 370
defined, 688
description, 362
Derived requirements, 688–689
Descriptions
components, 22–27
defined processes, 256
lifecycle models, 379–380
service system performance, 274
standard services, 618–620
Descriptive statistics, 368
Design
asset libraries, 385
developing, 577–579
implementing, 581–582
measurement repositories, 384
Design packages, 577
Design phase in service system lifecycles, 75
Design reviews, 689
Detection phase in incident lifecycles, 77
Determine Acquisition Type practice, 511–512
Determine Causes of Selected Outcomes goal, 283
Analyze Causes practice, 284–287
Select Outcomes for Analysis practice, 283–284
Determine Process Improvement Opportunities goal, 390–391
Appraise the Organization’s Processes practice, 393–394
Establish Organizational Process Needs practice, 391–392
Identify the Organization’s Process Improvements practice, 394–395
Determine Risk Sources and Categories practice, 495–496
Determine Which Training Needs are the Responsibility of the Organization practice, 444–445
Develop a Work Plan goal, 645–646
Establish the Budget and Schedule practice, 646–648
Establish the Work Plan practice, 656–658
Identify Risks practice, 648–649
Plan Data Management practice, 650–651
Plan Needed Knowledge and Skills practice, 654–655
Plan Stakeholder Involvement practice, 655–656
Plan the Resources practice, 651–653
Develop and Analyze Stakeholder Requirements goal, 567–568
Analyze and Validate Requirements practice, 572–574
Develop Service System Requirements practice, 570–572
Develop Stakeholder Requirements practice, 568–569
Develop Risk Mitigation Plans practice, 504–506
Develop Service System Requirements practice, 570–572
Develop Service System Transition Plans practice, 601–603
Develop Service Systems goal, 574–575
Develop the Design practice, 577–579
Ensure Interface Compatibility practice, 579–581
Implement the Service System Design practice, 581–582
Integrate Service System Components practice, 583–584
Select Service System Solutions practice, 575–577
Develop Stakeholder Requirements practice, 568–569
Develop the Design practice, 577–579
Development, 689
Development phase in service lifecycles, 73
Documentation
acceptance reviews and tests, 521
business strategy considerations, 638
causal analysis activities, 329
change requests, 628
commitments, 355–356, 625, 660
configuration items, 299
configuration management actions, 302
data management activity reviews, 626
decision alternatives, 310
decision criteria, 309
decision results, 313
defect and problem actions, 286
design, 579
improvement selection, 419, 422
incident criteria, 321
information needs and objectives, 361
issue actions, 630–631
lessons learned, 352
lifecycle models, 380
measurement objectives, 361
milestone reviews, 629
noncompliance issues, 459
performance and availability resource use, 268–269
planning deviations, 624
plans, 657
process appraisals, 394
process asset deployment, 399
process improvements, 395
process needs and objectives, 392
quality and process performance objectives, 466
requirements changes, 488
service continuity plan improvements, 538
service continuity plans, 532
service continuity training, 533
service delivery approach, 549
service system, 560
suggested improvements, 416–417
supplier agreements, 515–516
supplier criteria, 513
training commitments, 445
training needs, 444
verification activities, 591
Documents, 689
Doyle, Kieran
biography, 721
security appraisal essay, 173–179
security content example, 180–186
E
Education
Education and Training listing, 39
public education essay, 143–148
Educational institutions essay, 148
degree program use case, 153–155
introduction, 149
lecture offer use case, 155–156
lessons learned, 156–159
methodological approaches, 149–153
next steps, 159
Effectiveness of training, 451–452
Efficient decision making in education systems, 147
Effort estimation, 643–645
Eisenhower, Dwight D., 160
Elementary and Secondary Education Act (ESEA), 144
Elicit Suggested Improvements practice, 412–414
Emergency operating resources, 528
End users
defined, 689
need data for, 542–543
overview, 19–20
Ensure Alignment Between Work Products and Requirements practice, 491
Ensure Interface Compatibility practice, 579–581
Ensure Transition of Products practice, 521–522
Enterprises, 689
Entry criteria, 689
Environment
establishing, 342–344
risks, 502
standards, 386–387
Equipment requirements, 653
Equivalent staging
defined, 689–690
overview, 59–62
Escalation
incidents, 321
noncompliance issues, 459
Essential characteristics of processes, 392
Essential functions, dependencies on, 527–529
Establish a Capacity and Availability Management Strategy practice, 267–269
Establish a Configuration Management System practice, 297–298
Establish a Defined Process practice
overview, 248–249
process area relationships, 260
Establish a Request Management System practice, 553–554
degree program use case, 154
lecture offer use case, 156
Establish a Risk Management Strategy practice, 498–499
Establish a Security Management Plan practice, 182
Establish a Security Management System goal, 181–182
Establish a Training Capability practice, 446–448
Establish an Approach to Incident Resolution and Prevention practice, 318–321
Establish an Approach to Threat Assessment practice, 181–182
Establish an Incident Management System practice, 321–322
Establish an Organizational Policy practice, 183, 193–197
Establish an Organizational Training Capability goal, 443
Determine Which Training Needs are the Responsibility of the Organization practice, 444–445
Establish a Training Capability practice, 446–448
Establish an Organizational Training Tactical Plan practice, 445–446
Establish Strategic Training Needs practice, 443–444
Establish an Organizational Training Tactical Plan practice, 445–446
Establish and Apply Solutions to Reduce Incident Occurrence practice, 331–332
“Establish and maintain”, defined, 690
Establish and maintain the description of a defined process practice, 256
Establish Baselines goal, 295
Create or Release Baselines practice, 299
Establish a Configuration Management System practice, 297–298
Identify Configuration Items practice, 295–297
Establish Configuration Management Records practice, 302–303
Establish Descriptions of Standard Services practice, 618–620
Establish Estimates goal, 636–637
Define Lifecycle Phases practice, 643
Establish Estimates of Work Product and Task Attributes practice, 641–643
Establish the Service Strategy practice, 637–640
Estimate Effort and Cost practice, 643–645
Estimate the Scope of the Work practice, 640–641
Establish Estimates of Work Product and Task Attributes practice, 641–643
Establish Evaluation Criteria practice, 309–310
Establish Guidelines for Decision Analysis practice, 307–308
Establish Integrity goal, 302
Establish Configuration Management Records practice, 302–303
Perform Configuration Audits practice, 303–304
Establish Lifecycle Model Descriptions practice, 379–380
Establish Measurement Objectives practice, 359–361
Establish Organizational Process Assets goal, 376
Establish Lifecycle Model Descriptions practice, 379–380
Establish Rules and Guidelines for Teams practice, 387–388
Establish Standard Processes practice, 376–379
Establish Tailoring Criteria and Guidelines practice, 381–382
Establish the Organization’s Measurement Repository practice, 383–385
Establish the Organization’s Process Asset Library practice, 385–386
Establish Work Environment Standards practice, 386–387
Establish Organizational Process Needs practice, 391–392
Establish Performance Baselines and Models goal, 427–428
Analyze Process Performance and Establish Process Performance Baselines practice, 434–436
Establish Process Performance Measures practice, 432–433
Establish Process Performance Models practice, 436–439
Establish Quality and Process Performance Objectives practice, 428–430
Select Processes practice, 430–432
Establish Plans for Standard Services practice, 614–615
Establish Process Action Plans practice, 396–397
Establish Process Performance Measures practice, 432–433
Establish Process Performance Models practice, 436–439
Establish Properties of Standard Services and Service Levels practice, 615–618
Establish Quality and Process Performance Objectives practice, 428–430
Establish Records practice, 459–460
Establish Rules and Guidelines for Teams practice, 387–388
Establish Security Objectives practice, 181
Establish Service Agreements goal, 541–542
Analyze Existing Agreements and Service Data practice, 542–544
degree program use case, 153–154
Establish the Service Agreement practice, 544–546
lecture offer use case, 155
Establish Service Continuity Plans practice, 530–532
Establish Service Continuity Training practice, 532–533
Establish Service System Representations practice, 271–274
Establish Solutions to Respond to Future Incidents practice, 330
Establish Standard Processes practice, 376–379
Establish Standard Services goal, 615
Establish Descriptions of Standard Services practice, 618–620
Establish Properties of Standard Services and Service Levels practice, 615–618
Establish Strategic Needs and Plans for Standard Services goal, 612
Establish Plans for Standard Services practice, 614–615
Gather and Analyze Data practice, 612–613
Establish Strategic Training Needs practice, 443–444
Establish Supplier Agreements goal
Determine Acquisition Type practice, 511–512
Establish Supplier Agreements practice, 514–517
Select Suppliers practice, 512–514
Establish Supplier Agreements practice, 514–517
Establish Tailoring Criteria and Guidelines practice, 381–382
Establish Teams practice, 349–351
Establish the Budget and Schedule practice, 646–648
Establish the Defined Process practice, 338–340
Establish the Organization’s Measurement Repository practice, 383–385
Establish the Organization’s Process Asset Library practice, 385–386
Establish the Service Agreement practice, 544–546
degree program use case, 153–154
lecture offer use case, 155
Establish the Service Delivery approach practice, 546–550
degree program use case, 154
lecture offer use case, 155–156
Establish the Service Strategy practice, 637–640
Establish the Work Environment practice, 342–344
Establish the Work Objectives practice, 465–468
Establish the Work Plan practice, 656–658
Establish Training Records practice, 450–451
Establish Work Environment Standards practice, 386–387
Estimate Effort and Cost practice, 643–645
Estimate the Scope of the Work practice, 640–641
Estimates
establishing, 636–637
work product and task attributes, 641–643
Evaluate, Categorize, And Prioritize Risks practice, 502–504
Evaluate Alternative Solutions practice, 312–313
Evaluate Alternatives goal, 307
Establish Evaluation Criteria practice, 309–310
Establish Guidelines for Decision Analysis practice, 307–308
Evaluate Alternative Solutions practice, 312–313
Identify Alternative Solutions practice, 310
Select Evaluation Methods practice, 311–312
Select Solutions practice, 313–314
Evaluate and Prioritize Security Threats practice, 182
Evaluate Improvement Effects practice, 423–424
Evaluate the Effect of Implemented Actions practice, 289–290
Evaluation
adherence, 238–246
PPQA. See Process and Product Quality Assurance (PPQA) process area
service continuity training, 533–534
training, 452
Example work products, 690
Examples, overview, 28
Exception conditions in service system, 279
Execute the Supplier Agreement practice, 517–519
Executive sponsors, 33–34
Exit criteria
defined, 690
peer reviews, 589
Expectations, experience-based, 111–116
Expected CMMI components, 690
Expected components, 22
Experience-based expectations essay, 111–116
Experiences, incorporating, 398–400
External commitment reviews, 660
External dependencies documentation, 529
External interfaces, 580–581
External training programs, 447
F
Facilities
for acquired products, 522
requirements, 653
Failure mode and effects analysis (FMEA), 497
FCAs (functional configuration audits), 304
Federal legislation for education, 144
Feedback
information needs and objectives, 361
process asset use, 403
service continuity training, 533–534
Financial resources, 528
Flower, Peter
biography, 721–722
change essay, 79–86
FMEA (failure mode and effects analysis), 497
Focus groups for vehicle insurance, 167
Formal evaluation processes
in decision analysis, 305–307
defined, 690
Format of service agreements, 545
Forrester, Eileen C.
biography, 717
security content essay, 179–186
Fuji-Xerox Corp., 114
Functional analysis, 690
Functional architecture, 690–691
Functional configuration audits (FCAs), 304
Functional validation on selected service system components, 592
Functionality, establishing, 573
G
Gap analysis, 152
Gather and Analyze Data practice, 612–613
and capability levels, 53
defined, 691
institutionalization of, 189–192
Institutionalize a Defined Process goal, 248–255
Institutionalize a Managed Process goal, 193–248
and maturity levels, 56
Generic practices, 51–52
defined, 691
institutionalization of, 189–192
process area support for, 255–260
Glazer, Hillel
Agile services essay, 129–135
biography, 722
Globalization, 81
Glossary of terms, 681–713
Goal Question Metric paradigm, 433
Goals, numbering schemes, 29. See also specific goals by name
Guidelines
decision analysis, 307–308
integrated teams, 387–388
process assets, 400
standard processes, 381–382
H
Hardware engineering, 691
Help, 44–45
Help desk function, 319
HeRus IT services scenario, 122–129
High Maturity Team, 677
High-performing IT organizations, 135
calls to action, 142–143
case study, 140–141
common culture, 137
controls, 139
effective systems, 141–142
high and low performers, 138–139
introduction, 135–136
IT problems, 139–140
ten-year study, 136
High risks, 508
Higher level management
defined, 691
status reviews with, 246–248
Historical data for cost estimates, 644–645
Humphrey, Watts, 7–8
I
Identify, Control, and Address Individual Incidents goal, 322–323
Analyze Individual Incident Data practice, 324–325
Communicate the Status of Incidents practice, 327
Identify and Record Incidents practice, 323–324
Monitor the Status of Incidents to Closure practice, 326–327
Resolve Incidents practice, 325–326
Identify Alternative Solutions practice, 310–311
Identify and Analyze Risks goal, 499
Evaluate, Categorize, And Prioritize Risks practice, 502–504
Identify Risks practice, 499–502
Identify and Involve Relevant Stakeholders practice
overview, 223–230
process area relationships, 258
security content example, 185
Identify and Prioritize Essential Functions practice, 527
Identify and Prioritize Essential Resources practice, 527–529
Identify and Record Incidents practice, 323–324
Identify Configuration Items practice, 295–297
Identify Essential Service Dependencies goal, 526
Identify and Prioritize Essential Functions practice, 527
Identify and Prioritize Essential Resources practice, 527–529
Identify Potential Areas for Improvement practice, 411
Identify Risks practice, 499–502, 648–649
Identify Security Threats practice, security content example, 182
Identify the Organization’s Process Improvements practice, 394–395
Impacts
requirements, 488–489
selected incidents, 327–328
transition, 605–607
Implement Action Proposals practice, 287–288
Implement Process Action Plans practice, 397–398
Implement Risk Mitigation Plans practice, 507–508
Implement the Service System Design practice, 581–582
Implementation phase in service system lifecycles, 75
determining, 390–391
educational institution opportunities, 152
lasting, 51
roles, 33–36
scope of, 46
Improvement areas, identifying, 411
Improvement plans process, 389–390
Incident Resolution and Prevention (IRP) process area
adherence evaluation, 239–240
Analyze and Address Causes and Impacts of Selected Incidents goal, 327–333
Capacity and Availability Management relationship, 266
CMMI-DEV, 88–89
Identify, Control, and Address Individual Incidents goal, 322–327
incident lifecycles, 77
introductory notes, 315–317
IT services scenario, 127–128
policies, 194
Prepare for Incident Resolution and Prevention goal, 318–322
process monitoring and control, 233
process plans, 199
process related experiences collection, 251
project lifecycles, 75
purpose, 315
resources, 204
responsibility, 210
service system lifecycles, 76
Service System Transition relationship, 598
stakeholder identification and involvement, 225
status reviews with higher level management, 246
Strategic Service Management relationship, 611
work product control, 219
Incidents
lifecycles, 77
overview, 16–17
Incomplete processes, 691
Inconsistencies in project work and requirements, 491
Incorporate Experiences into Organizational Process Assets practice, 402–404
India, labor in, 81
Information assurance and security references and sources, 667–668
Information collection, 38–42
Information Technology Infrastructure Library (ITIL), 9
influence of, 139
for security, 174
Information Technology Services Capability Maturity Model (ITSCMM), 9
Informative components, 22, 691–692
Infrastructure needs for cost estimates, 644–645
Initial analyses for measures, 371
Initiation phase in service request lifecycles, 76
Installing service system, 605
Institutionalization, defined, 692
Institutionalization of processes, 189–192
Institutionalize a Defined Process goal
Collect Process Related Experiences practice, 249–255
Establish a Defined Process practice, 248–249
Institutionalize a Managed Process goal
Assign Responsibility practice, 210–211
Control Work Products practice, 217–223
Establish an Organizational Policy practice, 193–197
Identify and Involve Relevant Stakeholders practice, 223–230
Monitor and Control the Process practice, 230–238
Objectively Evaluate Adherence practice, 238–246
Plan the Process practice, 197–203
Provide Resources practice, 203–210
Review Status with Higher Level Management practice, 246–248
Train People practice, 211–217
Institutionalized processes, 51
Instructors
selecting, 46
training, 448
Insurance. See Vehicle insurance essay
Integrate Plans practice, 344–347
Integrate Service System Components practice, 583–584
Integrated plans for project management, 347–349
Integrated Work Management (IWM) process area
adherence evaluation, 240
Coordinate And Collaborate With Relevant Stakeholders goal, 353–356
Decision Analysis and Resolution relationship, 307
for education systems, 147–148
generic goals and practices support by, 256
introductory notes, 335–337
policies, 194
process monitoring and control, 233
process plans, 199
process related experiences collection, 251
purpose, 335
Quantitative Work Management relationship, 463
related process areas, 337
resources, 204
stakeholder identification and involvement, 225
training, 212
Use the Defined Process for the Work goal, 338–352
work product control, 219
Integrating standard processes, 379
Integrity
baselines, 302–304
incident management systems, 322
request management system, 554
Interaction of subprocesses, 470
Interface control, 692
Interfaces
compatible, 579–581
service system, 572
Interim objectives in quality and process performance, 467
Internal commitment reviews, 660
Internal dependencies documentation, 529
Internal interfaces, 580–581
Internal training programs, 447
Interpreting CMMI for Service Organizations, 115
Interpreting measurement results, 371
Interruptions. See Incident Resolution and Prevention (IRP) process area
Introductory notes, 24
IRP. See Incident Resolution and Prevention (IRP) process area
ISO 20000 assets in CMMI-SVC adoption, 102–111
ISO/IEC 20000: Information Technology—Service Management, 9
IT organizations, high-performing. See High-performing IT organizations
IT services scenario essay, 116
Capacity and Availability Management, 125–126
conclusion, 128–129
Incident Resolution and Prevention, 127–128
introduction, 122–123
observations, 116–122
Service Continuity, 126
service delivery, 123–125
ITIL (Information Technology Infrastructure Library), 9
influence of, 139
in IT services scenario, 119–121
for security, 174
ITSCMM (Information Technology Services Capability Maturity Model), 9
IWM. See Integrated Work Management (IWM) process area
J
Jenifer, Mary
biography, 722
call center essay, 89–94
Joint reviews for action plans, 397
Juran, Joseph, 7
K
Kim, Gene
biography, 722
high-performing IT organizations essay, 135–143
Visible Ops Handbook: Starting ITIL in Four Practical Steps, 135
Knowledge, plans for, 654–655
Knowledge and skills of work group personnel, 624
Knowledge management issues in IT services scenario, 117–120
L
Lasting improvement, 51
Lecture offer use case, 155–156
Legal resources, 528
Lessons learned
from evaluations, 457
from process asset activities, 403
Levels
capability, 52–59
configuration management control, 298
incidents, 320
risk acceptability and triggers, 505–506
Libraries, asset, 375
for defined processes, 340, 348
establishing, 385–386
Lifecycle models
defined, 692
defined processes, 339
descriptions, 379–380
Lifecycles, 71–72
CMMI for Services, 73
importance, 72–73
incidents, 77
phases, 643
projects, 74–75
putting together, 77–78
service requests, 76–77
service systems, 75–76
services, 73–74
Literature searches for decision alternatives, 310
Lockheed Martin, 95–96
Long duration service strategies, 637
Low-level monitoring of service delivery, 558
Lunsford, Gary H.
biography, 723–724
vehicle insurance essay, 164–173
Lunsford, Tobin A.
biography, 724
vehicle insurance essay, 164–173
M
MA. See Measurement and Analysis (MA) process area
Maintain Bidirectional Traceability of Requirements practice, 489–491
Maintain Business Objectives practice, 407–409
Maintain the Service System practice, 559–560
degree program use case, 155
lecture offer use case, 156
Maintenance and operational support for work environment, 344
Maintenance notifications to stakeholders, 560
Manage Business Performance goal, 407–409
Analyze Process Performance Data practice, 410
Identify Potential Areas for Improvement practice, 411
Maintain Business Objectives practice, 407–409
Manage Configurations practice, 185
Manage Corrective Action to Closure goal, 629
Analyze Issues practice, 629–631
Manage Corrective Actions practice, 631
Take Corrective Action practice, 630–631
Manage Corrective Actions practice, 631
Manage Dependencies practice, 354–355
Manage Requirements Changes practice, 488
Manage Requirements goal, 486
Ensure Alignment Between Work Products and Requirements practice, 491
Maintain Bidirectional Traceability of Requirements practice, 489–491
Manage Requirements Changes practice, 488
Obtain Commitment to Requirements practice, 488
Understand Requirements practice, 486–487
Manage Stakeholder Involvement practice, 353–354
Manage the Deployment practice, 422–423
Manage the Work Using Integrated Plans practice, 347–349
Manage Work Performance practice, 478–481
Managed processes
defined, 692
institutionalizing, 190–197
Management
change challenges, 83–84
reviews with suppliers, 519
Management and analysis processes in call center essay, 92
Management steering group, 34
Managers, 692
Managing the Software Process (Humphrey), 8
Material Damage Quarterly Planner (MDQP), 168
Materials
solicitation, 513
Maturity levels
and capability levels, 55–59
defined, 692
high, 63
limits, 160–163
overview, 55–57
paths essay, 97–102
MDQP (Material Damage Quarterly Planner), 168
Measurement and Analysis (MA) process area
adherence evaluation, 240
Align Measurement and Analysis Activities goal, 359–369
Capacity and Availability Management relationship, 266
Causal Analysis and Resolution relationship, 282
for education systems, 148
Integrated Project Management relationship, 337
introductory notes, 357–358
in IT services scenario, 119
Organizational Performance Management relationship, 407
Organizational Process Performance relationship, 427
policies, 194
process monitoring and control, 233
process plans, 199
Provide Measurement Results goal, 369–374
purpose, 357
Quantitative Work Management relationship, 463
related process areas, 358
resources, 204
stakeholder identification and involvement, 225
training, 213
Work Monitoring and Control relationship, 621
Work Planning relationship, 635
work product control, 219
Measurements
action effects, 289
analyzing, 403
capacity and availability management, 269–271
for causes, 282
decision evaluation methods, 311–312
defined, 692
improvements results, 424
for organization needs support, 348
for planning parameters, 341
process performance, 432–433, 435
QWM. See Quantitative Work Management (QWM) process area
repositories, 383–385
results, 692
service system performance, 274
training effectiveness, 451
Measures
defined, 692
selecting, 473–476
Medium risks, 508
Memoranda of agreement, 693
Metrics in CMMI-SVC adoption, 105
Milestones
identifying, 646–647
reviewing, 628–629
Miller, Suzanne
biography, 724
SoS essay, 94–97
Mitigate Risks goal, 504
Develop Risk Mitigation Plans practice, 504–506
Implement Risk Mitigation Plans practice, 507–508
Miyoshi, Takeshige
biography, 725
experience-based expectations essay, 111–116
Models
for cost estimates, 644–645
for decisions, 313
performance, 436–439
selecting, 46–47
for standard processes, 378–379
Monitor and Analyze Availability practice, 277–278
Monitor and Analyze Capacity and Availability goal, 274–275
Monitor and Analyze Availability practice, 277–278
Monitor and Analyze Capacity practice, 275–277
Report Capacity and Availability Management Data practice, 278–279
Monitor and Analyze Capacity practice, 275–277
Monitor and Control the Process practice
overview, 230–238
process area relationships, 259
security content example, 185
Monitor Commitments practice, 624–625
Monitor Data Management practice, 626
Monitor Risks practice, 625
Monitor Stakeholder Involvement practice, 626–627
Monitor the Implementation practice, 401–402
Monitor the Performance of Selected Subprocesses practice, 477–478
Monitor the Security Management System practice, security content example, 183
Monitor the Status of Incidents to Closure practice, 326–327
Monitor the Work Against the Plan goal, 622
Conduct Milestone Reviews practice, 628–629
Conduct Progress Reviews practice, 627–628
Monitor Commitments practice, 624–625
Monitor Data Management practice, 626
Monitor Risks practice, 625
Monitor Stakeholder Involvement practice, 626–627
Monitor Work Planning Parameters practice, 622–624
Monitor Work Planning Parameters practice, 622–624
Monitoring
improvement deployment, 422
plans for, 348
risk status, 507
service request status, 556
supplier progress and performance, 518
WMC. See Work Monitoring and Control (WMC) process area
Multiple levels of control in configuration management, 298
N
Natural bounds, 693
Nelson, Brad
biography, 725
plans worthlessness essay, 159–163
No Child Left Behind (NCLB) Act, 144
Non-numeric criteria in decision analysis, 306
Noncompliance issues, 458–459
Nondevelopmental items, 693
Nonfunctional validation on selected service system components, 592
Nontechnical commitments for acquired products, 521
Nontechnical requirements, 693
Normative components, 22
Notes overview, 28
Notifications
incidents, 320
transitions, 603
Numbering schemes, 29
Numeric criteria in decision analysis, 306
Nyuyki, Daniel, 148
O
Objective criteria for requirements, 487
Objectively Evaluate Adherence practice
overview, 238–246
process area relationships, 259
security content example, 186
Objectively evaluate process, 693
Objectively Evaluate Processes and Work Products goal, 456
Objectively Evaluate Processes practice, 456–457
Objectively Evaluate Work Products practice, 457–458
Objectively Evaluate Processes practice, 456–457
Objectively Evaluate Work Products practice, 457–458
Objectives
improvement, 40–44
measurement, 359–361
project, 465–468
quality and process performance, 428–430, 465–468
training needs identification, 444
Objectivity in quality assurance, 454
Obtain Commitment to Requirements practice, 488
Obtain Commitment to the Plan goal, 658
Obtain Plan Commitment practice, 659–660
Reconcile Work And Resource Levels practice, 659
Review Plans That Affect the Work practice, 658
Obtain Commitment to the Security Management Plan practice, 182
Obtain Measurement Data practice, 370
Obtain Plan Commitment practice, 659–660
OLAs (operating level agreements), 15–16
Online customers, 83
OPD. See Organizational Process Definition (OPD) process area
Open source software (OSS), changes from, 81–82
Operate the Security Management System practice, 183
Operate the Service System practice, 557–559
degree program use case, 155
lecture offer use case, 156
Operating level agreements (OLAs), 15–16
Operation phase in service system lifecycles, 75
Operational concepts, 693
Operational definitions for measures, 365
Operational failures in IT organizations, 140
Operational scenarios, 693
OPF. See Organizational Process Focus (OPF) process area
OPM. See Organizational Performance Management (OPM) process area
OPP. See Organizational Process Performance (OPP) process area
Organization business objectives, 694
Organization measurement repositories, 694
Organization process asset libraries, 694
Organization set of standard processes, 695
Organizational culture, 40, 49–50
Organizational issues in IT services scenario, 117–120
Organizational maturity, 694
Organizational Performance Management (OPM) process area, 54–55
adherence evaluation, 241
Causal Analysis and Resolution relationship, 282
Deploy Improvements goal, 420–424
for education systems, 148
introductory notes, 405–406
Manage Business Performance goal, 407–411
policies, 194
process related experiences collection, 251
purpose, 405
Quantitative Work Management relationship, 464
related process areas, 407, 427
resources, 205
Select Improvements goal, 411–420
Service System development relationship, 566
stakeholder identification and involvement, 226–227
status reviews with higher level management, 247
training, 214
Organizational policies, 694
Organizational process assets, 694
Organizational Process Definition (OPD) process area
adherence evaluation, 240–241
for education systems, 148
Establish Organizational Process Assets goal, 376–388
generic goals and practices support by, 256
Integrated Project Management relationship, 337
introductory notes, 375–376
Measurement and Analysis relationship, 358
Organizational Process Focus relation, 390
Organizational Training relationship, 442
policies, 194
process monitoring and control, 233
process plans, 199
process related experiences collection, 251
Quantitative Work Management relationship, 464
resources, 205
stakeholder identification and involvement, 226
Strategic Service Management relationship, 611
training, 213
work product control, 219
Organizational Process Focus (OPF) process area
adherence evaluation, 241
Deploy Organizational Process Assets and Incorporate Experiences goal, 398–404
Determine Process Improvement Opportunities goal, 390–395
introductory notes, 389–390
Organizational Performance Management relationship, 407
Organizational Process Definition relationship, 376
Plan and Implement Process Actions goal, 396–397
policies, 194
process monitoring and control, 234
process plans, 200
process related experiences collection, 251
purpose, 389
related process areas, 390
resources, 205
stakeholder identification and involvement, 226
status reviews with higher level management, 246–247
training, 213
work product control, 220
Organizational Process Performance (OPP) process area, 54
adherence evaluation, 241–242
for education systems, 148
Establish Performance Baselines and Models goal, 427–439
introductory notes, 425–427
Organizational Performance Management relationship, 407
policies, 195
process monitoring and control, 234
process plans, 200
process related experiences collection, 252
purpose, 425
Quantitative Work Management relationship, 464
related process areas, 427
resources, 206
service system representations, 273
stakeholder identification and involvement, 227
training, 214
work product control, 220
Organizational processes in call center essay, 93–94
Organizational Training (OT) process area
adherence evaluation, 242
for education systems, 148
Establish an Organizational Training Capability goal, 443–448
introductory notes, 441–442
Organizational Performance Management relationship, 407
policies, 195
process monitoring and control, 234
process plans, 200
process related experiences collection, 252
Provide Training goal, 449–452
purpose, 441
resources, 206
Service Continuity relationship, 526
stakeholder identification and involvement, 227
training, 214
work product control, 220
Organizations, 693–694
addressing, 287–290
selecting, 283–287
P
Pabustan, Maggie
biography, 725
call center essay, 89–94
Paradigm changes, 80–81
Parameters
project planning, 341
work planning, 622–624
Partner organizations, 39, 49–50
Paths of service delivery schedules, 558
Paths to service maturity essay, 97–102
PCAs (physical configuration audits), 304
Peer reviews
defined, 695
defined processes, 340
lifecycle models, 380
plans for, 346
selected service system components, 582
standard service descriptions, 619
system services, 587–590
Penn, Lynn
biography, 726
SoS essay, 94–97
Perfective maintenance, 559
Perform Configuration Audits practice, 303–304
Perform Peer Reviews practice, 587–590
Perform Root Cause Analysis practice, 481–482
Perform Specific Practices practice, 193
Performance
high and low performers, 138–139
OPM. See Organizational Performance Management (OPM) process area
OPP. See Organizational Process Performance (OPP) process area
risk-handling activities, 508
risks associated with, 500–501
suppliers, 519
Performance-driven improvement, 115–116
Performance parameters, 695
Performed processes
defined, 695
institutionalizing, 190–192
Person-to-component interfaces, 579
Person-to-person interfaces, 579
Phillips, Mike
biography, 726–727
constellations essay, 86–89
Physical configuration audits (PCAs), 304
Pilots
action plans, 397
for decisions, 313
problems, 594
Plan and Implement Process Actions goal, 395
Establish Process Action Plans practice, 396–397
Implement Process Action Plans practice, 397–398
Plan Data Management practice, 650–651
Plan dates for critical dependency, 354
Plan Needed Knowledge and Skills practice, 654–655
Plan Stakeholder Involvement practice, 655–656
Plan the Deployment practice, 420–422
Plan the Process practice
overview, 197–203
process area relationships, 257
Plan the Resources practice, 651–653
Plan the Work practice, security content example, 184
Planned processes, 695
Planned work, culture of, 137
Plans
establishing, 656–658
reviewing, 629
risk mitigation, 504–506
service continuity, 530–532
service request actions, 556
service system maintenance, 560
service system transition, 601–603
for standard services, 614–615
training, 445–446
validation, 417–418
worthlessness of, 159–163
WP. See Work Planning (WP) process area
Policies
establishing, 193–197
for standard processes, 378–379
Post-deployment reviews, 607
PPQA. See Process and Product Quality Assurance (PPQA) process area
Practice Implementation Indicator (PII) for security, 176–178
Practices. See also specific practices by name
generic. See Generic practices
numbering schemes, 29
Preliminary conclusions for measures, 371
Premiums for vehicle insurance, 165
Preparation phase in project lifecycles, 74
Prepare for Capacity and Availability Management goal, 267
Establish a Capacity and Availability Management Strategy practice, 267–269
Establish Service System Representations practice, 271–274
Select Measures and Analytic Techniques practice, 269–271
Prepare for Incident Resolution and Prevention goal, 318
Establish an Approach to Incident Resolution and Prevention practice, 318–321
Establish an Incident Management System practice, 321–322
Prepare for Quantitative Management goal, 464
Compose the Defined Process practice, 468–471
Establish the Work Objectives practice, 465–468
Select Measures and Analytic Techniques practice, 473–476
Select Subprocesses and Attributes practice, 471–473
Prepare for Risk Management goal, 495
Define Risk Parameters practice, 497–498
Determine Risk Sources and Categories practice, 495–496
Establish a Risk Management Strategy practice, 498–499
Prepare for Service Continuity goal, 530
Establish Service Continuity Plans practice, 530–532
Establish Service Continuity Training practice, 532–533
Provide and Evaluate Service Continuity Training practice, 533–534
Prepare for Service Delivery goal, 546
degree program use case, 154
Establish a Request Management System practice, 553–554
Establish the Service Delivery approach practice, 546–550
lecture offer use case, 155–156
Prepare for Service System Operations practice, 551–553
Prepare for Service System Operations practice, 551–553
degree program use case, 154
lecture offer use case, 156
Prepare for Service System Transition goal, 598–599
Analyze Service System Transition Needs practice, 599–601
Develop Service System Transition Plans practice, 601–603
Prepare Stakeholders for Changes practice, 603–604
Prepare for the Verification and Validation of the Service Continuity Plan practice, 535–536
Prepare for Verification and Validation practice, 586–587
Prepare Stakeholders for Changes practice, 603–604
Preventive maintenance, 559
Priorities
action proposals, 287
candidate process improvements, 394–395
change requests, 300
data collection procedures, 367
essential functions, 527–529
incident levels, 320
information needs and objectives, 361
maintenance requests, 560
measurement analyses, 367–368
measures, 365
objectives, 430
quality and process performance, 465
risks, 502–504
Prioritizing
business objectives, 409
deployment improvements, 419
Privacy requirements and procedures, 651
Problem causes. See Causal Analysis and Resolution (CAR) process area
Process action plans
defined, 696
implementing, 397–398
Process action teams, 696
Process and Product Quality Assurance (PPQA) process area
adherence evaluation, 242
for education systems, 146
introductory notes, 453–455
in IT services scenario, 119
Objectively Evaluate Processes and Work Products goal, 456–458
policies, 195
process monitoring and control, 235
process plans, 201
process related experiences collection, 252
Provide Objective Insight goal, 458–460
purpose, 453
related process areas, 455
resources, 206
responsibility, 210
stakeholder identification and involvement, 227
training, 214
work product control, 220
Process and technology improvements, 696
Process architecture, 696
Process areas. See also specific process areas by name
components. See Components
defined, 696
description, 22–27
educational institutions, 151–152
generic goals and generic practices support, 255–260
relationships among. See Relationships among process areas
Process asset libraries, 375
defined, 696
for defined processes, 348
establishing, 385–386
Process assets
defined, 696
deploying, 398–400
monitoring, 401–402
Process attributes, 696
Process capability, 696
Process definitions, 696
Process descriptions, 696
Process elements, 697
Process group leaders, 35
Process groups
defined, 697
responsibilities, 34–35
Process improvement objectives, 697
Process improvement plans, 697
Process improvements
defined, 697
determining, 390–391
roles, 33–36
Process measurements, 697
Process owners, 697–698
Process performance, 698
Process performance baselines, 698
Process performance models, 698
Process related experiences collection, 249–255
Process tailoring, 698
Processes
CMMI, 5–6
defined, 695
lasting improvement, 51
needs establishment, 391–392
performance. See Organizational Process Performance (OPP) process area
Product baselines, 699
Product component requirements, 699
Product components, 699
Product Integration (PI) for system of systems, 96
Product lifecycle, 699
Product lines, 699–700
Product related lifecycle processes, 700
Product requirements, 700
Products
defined, 698
services as, 12
Progress
action plan, 397
reviews, 627–628
work monitoring, 623
Project and Work Management process area, 70
Project management, 18
Project plans, 700
Project progress and performance, 700
Project startup, 701
Projects overview
defined, 700
description, 17–19
lifecycles, 74–75
Properties of standard services and service levels, 615–618
Prototypes
defined, 701
for solutions, 313
Provide and Evaluate Service Continuity Training practice, 533–534
Provide Measurement Results goal, 369–370
Analyze Measurement Data practice, 371
Communicate Results practice, 373–374
Obtain Measurement Data practice, 370
Store Data and Results practice, 372–373
Provide Objective Insight goal, 458
Communicate and Resolve Noncompliance Issues practice, 458–459
Establish Records practice, 459–460
Provide Resources practice
overview, 203–210
process area relationships, 257
security content example, 184
Provide Security goal, 183
Provide Training goal, 449
Deliver Training practice, 449–450
Establish Training Records practice, 450–451
Public education essay, 143–148
Publishing service agreements, 546
Purpose statements, 24
Q
Quality
defined, 701
measurement limitations, 82–83
OPP. See Organizational Process Performance (OPP) process area
PPQA. See Process and Product Quality Assurance (PPQA) process area
Quality and process performance objectives, 701
Quality assurance
call center essay, 92–93
defined, 701
IT services scenario, 124
Quality assurance appraisal, 37
Quality attributes, 701–702
Quality control, 702
Quality Team, 680
Quantitative management, 702
Quantitative objectives, 702
Quantitative Work Management (QWM) process area, 54–55
adherence evaluation, 242
Causal Analysis and Resolution relationship, 282
introductory notes, 461–463
Measurement and Analysis relationship, 358
Organizational Process Performance relationship, 427
policies, 195
Prepare for Quantitative Management goal, 464–476
process monitoring and control, 235
process plans, 201
process related experiences collection, 252
purpose, 461
Quantitatively Manage the Work goal, 476–482
related process areas, 463–464
resources, 206–207
stakeholder identification and involvement, 227–228
training, 214
work product control, 221
Quantitatively Manage the Work goal, 476
Manage Work Performance practice, 478–481
Monitor the Performance of Selected Subprocesses practice, 477–478
Perform Root Cause Analysis practice, 481–482
QWM. See Quantitative Work Management (QWM) process area
R
Radice, Ron, 8
Range for ranking decision criteria, 309
Ranking decision criteria, 309–310
Ratings, appraisal, 36–37, 48–49
Rationale for evaluation criteria, 310
Real-time infrastructure (RTI) architecture, 82
Receive and Process Service Requests practice, 554–557
degree program use case, 155
lecture offer use case, 156
Reconcile Work And Resource Levels practice, 659
Record Causal Data practice, 290
Recording
actions, 333
commitments to requirements, 488
incident actions, 326
incidents, 323
peer review information, 590
process improvement activities, 402
service continuity plan verification and validation, 537
service request information, 555
underlying causes of incidents, 329
verification activities results, 591
Records
quality assurance, 459–460
training, 450–451
Reference models
defined, 702
selecting, 46–47
References
CMMI resources, 663–668
process areas, 28
Regulations
future, 84
vehicle insurance, 165–166
Reinsurance for vehicle insurance, 165
Relationships among process areas, 65–66, 192
Capacity and Availability Management, 266
Causal Analysis and Resolution, 282
Configuration Management, 294
Decision Analysis and Resolution, 307
Incident Resolution and Prevention, 317–318
Integrated Project Management, 337
lifecycles, 71–78
Measurement and Analysis, 358
Organizational Performance Management, 407
Organizational Process Definition, 376
Organizational Process Focus, 390
Organizational Process Performance, 427
Organizational Training, 442
overview, 24
Process and Product Quality Assurance, 455
Quantitative Work Management, 463–464
Requirements Management, 485
Risk Management, 494
Service Continuity, 525–526
Service Delivery, 540–541
Service Establishment and Delivery, 66–69
service management, 69–71
Service System Development, 566
Service System Transition, 598
specifying, 378
Strategic Service Management, 611
Supplier Agreement Management, 511
Work Monitoring and Control, 621–622
Work Planning, 635–636
Relative importance of decision criteria, 310
Relevant stakeholders, defined, 702
Repeatability of measurements, 365
Report Capacity and Availability Management Data practice, 278–279
Reports
configuration management, 298
measurement analyses, 367–368
process performance, 410
underlying causes of incidents, 329
Repositories for measurement, 383–385
Representation, 702
REQM. See Requirements Management (REQM) process area
Request management system, 553–554
Required components, 21–22, 702
Requirements
analyzing and validating, 572–574
defect, 593
defined, 702–703
peer review, 588
service system, 570–572
stakeholders, 568–569
standard services, 614
Requirements analysis, 703
Requirements Development (RD) process area, 87
Requirements elicitation, 703
Requirements management, 703
Requirements Management (REQM) process area
adherence evaluation, 243
introductory notes, 483–485
Manage Requirements goal, 486–491
policies, 195
process monitoring and control, 235
process plans, 201
process related experiences collection, 253
purpose, 483
relationships, 67–68, 70–71, 485
resources, 207
stakeholder identification and involvement, 228
status reviews with higher level management, 247
Strategic Service Management relationship, 611
Supplier Agreement Management relationship, 511
training, 215
Work Planning relationship, 636
work product control, 221
Requirements traceability
defined, 703
matrices, 490
Resiliency Management Model (RMM), 88–89
Resolution phase in incident lifecycles, 77
Resolve Coordination Issues practice, 355–356
Resolve Incidents practice, 325–326
Resolving
noncompliance issues, 458–459
quality and process performance objectives conflicts, 468
Resource level reconciliation, 659
Resources, 13
CAM. See Capacity and Availability Management (CAM) process area
committing, 44
dependencies, 528–529
monitoring, 624
planning, 651–653
providing, 203–210
requirements, 653
risk-handling activities, 508
service delivery, 552
service system transitions, 602
in strategies, 638–639
Response phase in service request lifecycles, 76
Responsibility
assigning, 210–211
incidents, 320
risk, 506
service requests, 548
Responsible buyers, 161
Retirement phase
service lifecycles, 73
service system lifecycles, 75
Return on investment, 703
Reuse of assets in CMMI-SVC adoption, 107–110
Review Plans That Affect the Work practice, 658
Review Status with Higher Level Management practice
overview, 246–248
process area relationships, 259
security content example, 186
Reviews
acceptance procedures, 520
action plans, 397
asset libraries, 386
business objectives, 429–430
commitments, 660
for consistency, 491
data collection procedures, 367
data management activities, 626
incident actions, 326
interface descriptions, 581
maintenance requests, 560
measurement analyses, 369
measurement objectives, 361
measures, 365
plans, 658
post-deployment, 607
process accomplishments, 231
process performance baselines, 436
process performance models, 438
project performance with current and anticipated needs, 348–349
quality and process performance objectives, 465
risks, 649
selected improvements, 418, 420, 422
service agreements, 546
service continuity plans, 531
service continuity training materials, 533
service delivery approach, 552
service delivery data, 543
service request status, 556
service system components, 588
standard processes, 403
standard service descriptions, 619
strategies, 639–640
with suppliers, 518
verification and validation plans, 536
work breakdown structures, 502
work environment, 344
Revising
asset libraries, 386
business objectives, 408
configuration management structure, 298
defined process descriptions, 249
lifecycle model descriptions, 380
measure sets, 433
measurement repositories, 384
objectives, 430
planned process improvements, 395
process needs and objectives, 392
process performance baselines, 436
process performance models, 438
project plans, 658
quality and process performance objectives, 468
quality assurance status and history, 460
risk documentation, 625
risks, 649
service agreements, 546
service continuity plans, 532
service continuity training materials, 533
service delivery approach, 549
service system, 582
standard process tailoring, 382
standard service descriptions, 619
strategies, 640
supplier requirements, 515, 517
training materials, 448
training needs, 444
training plans, 446
Rickover, Hyman, 161–162
Risk analysis, 703
Risk identification, 703
Risk management, 703
Risk Management (RSKM) process area
adherence evaluation, 243
Decision Analysis and Resolution relationship, 307
Identify and Analyze Risks goal, 499–504
Incident Resolution and Prevention relationship, 318
introductory notes, 493–494
Mitigate Risks goal, 504–508
policies, 195
Prepare for Risk Management goal, 495–499
process monitoring and control, 235–236
process plans, 201
process related experiences collection, 253
purpose, 493
related process areas, 494
Requirements Management relationship, 485
resources, 207
Service Continuity relationship, 526
stakeholder identification and involvement, 228
status reviews with higher level management, 247
for system of systems, 96
training, 215
Work Planning relationship, 636
work product control, 221
Risks
decisions, 313–314
identifying, 648–649
monitoring, 625
product and project interface, 346
in quality and process performance, 467
reviewing, 629
RSKM. See Risk Management (RSKM) process area
in strategies, 639
subprocesses, 469
suggested improvements, 416
vehicle insurance, 168
Roles
peer reviews, 589
process improvement, 33–36
Roll-out, SST. See Service System Transition (SST) process area
Root causes
analysis, 481–482
determining, 285
RSKM. See Risk Management (RSKM) process area
Russia, labor in, 81
S
SaaS (software as a service), 12, 14–15
Safety provisions for continuity, 529
SAIC company, 102–111
SAM. See Supplier Agreement Management (SAM) process area
Satisfy Supplier Agreements goal, 517
Accept the Acquired Product practice, 520–521
Ensure Transition of Products practice, 521–522
Execute the Supplier Agreement practice, 517–519
Scale for ranking decision criteria, 309
SCAMPI. See Standard CMMI Appraisal Method for Process Improvement (SCAMPI)
SCAMPI Upgrade Team, 678
Scenario development, 573
Schedules
assumptions, 647
critical development tasks, 346
establishing, 646–648
peer reviews, 588
process appraisals, 394
risk-handling activities, 508
risks associated with, 500–501
service delivery, 558
service requests, 540
service system transitions, 602
suggested improvements, 416
training, 449–450
Schoppert, Pam
biography, 727
CMMI-DEV and ISO 20000 assets essay, 102–111
SCON. See Service Continuity (SCON) process area
Scope
establishing, 640–641
improvement, 46
process appraisals, 393
SD. See Service Delivery (SD) process area
SECM (Systems Engineering Capability Model), 9
Secure storage and access methods, 531
Security
appraisal of, 173–179
content, 179–186
requirements and procedures for, 651
service delivery, 558
in strategies, 639
SEI (Software Engineering Institute), 5–6
benchmarking tools, 84
training courses, 38–39
SEI Partners, 49
Select and Implement Improvements for Deployment practice, 418–420
Select Evaluation Methods practice, 311–312
Select Improvements goal, 411–412
Analyze Suggested Improvements practice, 414–417
Elicit Suggested Improvements practice, 412–414
Select and Implement Improvements for Deployment practice, 418–420
Validate Improvements practice, 417–418
Select Measures and Analytic Techniques practice, 269–271, 473–476
Select Outcomes for Analysis practice, 283–284
Select Processes practice, 430–432
Select Service System Solutions practice, 575–577
Select Solutions practice, 313–314
Select Subprocesses and Attributes practice, 471–473
Select Suppliers practice, 512–514
Senior management
business objectives, 408
commitment reviews with, 660
process appraisal sponsorship, 393
strategy reviews with, 639–640
Senior managers, 703–704
SEPG conference, 39
Service agreements, 15–16
contents, 132
defined, 704
for education, 145–146
establishing, 541–546
vehicle insurance, 169–170
Service catalogs, 704–705
Service Continuity (SCON) process area
adherence evaluation, 243–244
Capacity and Availability Management relationship, 266
Identify Essential Service Dependencies goal, 526–529
introductory notes, 523–525
IT services scenario, 126
policies, 196
Prepare for Service Continuity goal, 530–534
process monitoring and control, 236
process plans, 201–202
process related experiences collection, 253
resources, 207–208
responsibility, 211
Risk Management relationship, 494
Service System Transition relationship, 598
stakeholder identification and involvement, 228
status reviews with higher level management, 248
training, 215
Verify and Validate the Service Continuity Plan goal, 534–538
work product control, 221
Service Delivery (SD) process area
adherence evaluation, 244
Capacity and Availability Management relationship, 266
Deliver Services goal, 554–560
education systems, 145–146
Establish Service Agreements goal, 541–546
Incident Resolution and Prevention relationship, 317
introductory notes, 539–540
IT services scenario, 123–125
policies, 196
Prepare for Service Delivery goal, 546–554
process monitoring and control, 236
process plans, 202
process related experiences collection, 253
project lifecycles, 75
purpose, 539
relationships, 68, 71, 540–541
resources, 208
responsibility, 211
Service Continuity relationship, 525
service request lifecycles, 76
Service System Development relationship, 566
Service System Transition relationship, 598
stakeholder identification and involvement, 229
Strategic Service Management relationship, 611
terminology, 549–550
training, 215
vehicle insurance essay, 169–171
Work Planning relationship, 635
work product control, 222
Service Design, 121
Service desk function, 319
Service Establishment and Delivery process areas, 66–69
Service incidents. See also Incident Resolution and Prevention (IRP) process area
defined, 705
lifecycles, 77
overview, 16–17
Service level agreements (SLAs)
defined, 705
IT services scenario, 123–126
penalties, 141
Service level measures, 705
Service levels
defined, 705
perspectives, 610–611
properties, 615–618
Service lines, 705
Service Management, 10
Service Operation, 121
Service-oriented architecture (SOA), 12, 14–15, 81–82
Service requests, 16
in CMMI-SVC adoption, 107
defined, 705–706
lifecycles, 76–77
receiving and processing, 554–557
Service requirements, 706
Service spectrum in CMMI-SVC adoption, 103–104
Service Strategy, 121
Service system components, 706
Service system consumables, 707
Service System Development (SSD) process area, 27
adherence evaluation, 244–245
Capacity and Availability Management relationship, 266
Develop and Analyze Stakeholder Requirements goal, 567–574
Develop Service Systems goal, 574–584
Integrated Project Management relationship, 337
introductory notes, 561–564
in IT services scenario, 121
Measurement and Analysis relationship, 358
policies, 196
Process and Product Quality Assurance relationship, 455
process monitoring and control, 236–237
process plans, 202
process related experiences collection, 254
purpose, 561
Requirements Management relationship, 485
resources, 208–209
responsibility, 211
Service Delivery relationship, 540
service system lifecycles, 76
stakeholder identification and involvement, 229
Strategic Service Management relationship, 611
Supplier Agreement Management relationship, 511
training, 215
uses, 87
Verify and Validate Service Systems goal, 584–594
Work Planning relationship, 635
work product control, 222
Service system representations
Capacity and Availability Management process area, 264–266
establishing, 271–274
Service System Transition (SST) process area
adherence evaluation, 245
benefits, 88
Deploy the Service System goal, 604–607
for education systems, 148
introductory notes, 595–597
policies, 196
Prepare for Service System Transition goal, 598–604
process monitoring and control, 237
process plans, 202
process related experiences collection, 254
purpose, 595
resources, 209
responsibility, 211
Service Delivery relationship, 541
service system lifecycles, 76
stakeholder identification and involvement, 229
status reviews with higher level management, 248
for system of systems, 96
training, 215
work product control, 222
Service systems
concept, 13–15
defined, 706
lifecycles, 75–76
Service Transition, 121
Services, 12–13
critical attributes, 616
defined, 704
lifecycles, 73–74
Services Advisory Group, 674–675
Services constellations, 10
Services Mini Team, 678
Servitization of products, 80
Severity levels of incidents, 320
Shared vision
defined, 707
establishing, 350
Shewhart, Walter, 7–8
Short duration service strategies, 637
Shrum, Sandy, 718
Skills, plans for, 654–655
SLAs (service level agreements)
defined, 705
IT services scenario, 123–126
penalties, 141
SOA (service-oriented architecture), 12, 14–15, 81–82
Software as a service (SaaS), 12, 14–15
Software CMM, 115
Software development processes in call center essay, 93
Software engineering, 707
Software Engineering Institute (SEI), 5–6
benchmarking tools, 84
training courses, 38–39
Software Engineering Institute Partners, 49–50
Software Research Associates, Inc. (SRA), 113
Solicitation, 707
Solicitation material, 513
Solicitation packages, 707
Solutions to incidents practice, 330–332
Sources, risk, 495–496
Spafford, George, Visible Ops Handbook: Starting ITIL in Four Practical Steps, 135
Special cause of variation, 707
Specific goals
defined, 707
description, 25
Specific practices
defined, 707
description, 25–26
Specify Analysis Procedures practice, 367–369
Specify Data Collection and Storage Procedures practice, 365–367
Specify Measures practice, 361–365
Sponsorship in process appraisals, 393
SSD. See Service System Development (SSD) process area
SST. See Service System Transition (SST) process area
Stable processes, 707
Staffing requirements, 653
Staged model representation
defined, 708
process areas in, 58–62
acceptance procedures reviews with, 520
action proposals communicated to, 332
commitment from, 659–660
communication mechanisms, 549
configuration items status for, 303
conflicts among, 347
defined, 708
deployment information from, 607
essential function responsibilities, 529
evaluation information for, 459
identifying and involving, 223–230
maintenance notifications to, 560
managing involvement of, 353–354
measurement information for, 374
measurement reviews with, 371
milestone reviews with, 629
monitoring involvement of, 626–627
overview, 19–20
plan reviews with, 658
planning involvement of, 655–656
requirements, 568–569
risk associated with, 502
risk status communication to, 626
service continuity plan reviews with, 531
service continuity training materials reviews with, 533
service request status reviews with, 556
standard services agreement with, 615
strategic needs descriptions communications to, 613
in strategies, 639
for transition activities, 602–604
verification and validation plan reviews with, 536
Standalone testing of service system components, 582
Standard CMMI Appraisal Method for Process Improvement (SCAMPI), 6
benchmarking appraisals, 84–85
ratings, 59–60
security approach, 175–177
Standard processes
defined, 708
deployment, 400–401
OPD for. See Organizational Process Definition (OPD) process area
selecting, 339
Standard services, 609–611
descriptions, 618–620
plans, 549–550
properties, 615–618
strategic needs and plans for, 612–613
Standards
defined, 708
in design, 582
Statements of goals, 25
Statements of work, 708
Statistical management, 462–463
Statistical process control, 708–709
Statistical techniques
defined, 709
measures, 475
Status
incidents, 327
product, 627
Status quo, 39–40
Steering Group, 673–674
Storage procedures, 365–367
Store Data and Results practice, 372–373
Strategic Service Management (STSM) process area
adherence evaluation, 245
Capacity and Availability Management relationship, 266
Establish Standard Services goal, 615–620
Establish Strategic Needs and Plans for Standard Services goal, 612–615
introductory notes, 609–611
objective, 88
Organizational Process Definition relationship, 376
Organizational Process Performance relationship, 427
policies, 196
process monitoring and control, 237
process plans, 202–203
process related experiences collection, 254
purpose, 609
Quantitative Work Management relationship, 463
Requirements Management relationship, 485
resources, 209
Service System development relationship, 566
stakeholder identification and involvement, 230
training, 215
Work Planning relationship, 635
work product control, 222
Strategies
capacity and availability management, 267–269
change, 48–50
establishing, 637–640
risk management, 498–499
service continuity training, 533
Structural issues in CMMI-SVC adoption, 110
Structure of service agreements, 545
STSM. See Strategic Service Management (STSM) process area
Students
Education and Training listing, 39
public education essay, 143–148
Subject matter experts (SMEs) in IT services scenario, 119
Submitting service requests, 548
Subpractices
defined, 709
overview, 26
Subprocesses
defined, 709
in defined processes, 468–471
performance monitoring, 477–478
selecting, 471–473
Suggested improvements
analyzing, 414–417
eliciting, 412–414
Supplier Agreement Management (SAM) process area
adherence evaluation, 243
Establish Supplier Agreements goal, 511–517
introductory notes, 509–511
policies, 195
process monitoring and control, 236
process plans, 201
process related experiences collection, 253
purpose, 509
Quantitative Work Management relationship, 464
related process areas, 511
resources, 207
Satisfy Supplier Agreements goal, 517–522
stakeholder identification and involvement, 228
training, 215
work product control, 221
Supplier agreements
defined, 709
reviews, 543
Suppliers, 709
Support personnel, 543
Supporting informative components, 27–28
Sustainment, 709
SVC Training Teams, 679–680
System of systems (SoS) essay, 94–97
Systems engineering, 709–710
Systems Engineering Capability Model (SECM), 9
Systems of systems, 709
T
Tactical plans
deployment backout, 607
training, 445–446
Tailoring
defined, 710
Tailoring guidelines, 710
Take Corrective Action practice, 630–631
Target profiles, 54, 60–62, 710
Target staging, 710
Tasks
attributes, 642–643
dependencies, 647
Team leaders
responsibilities, 35
selecting, 45
Teams
for actions, 396
defined, 710–711
establishing, 349–351
rules and guidelines, 387–388
Technical data packages, 711
Technical performance, 711
Technical performance measures, 712
Technical requirements, 712
Technical reviews with suppliers, 518
Termination phase in project lifecycles, 74
Terminology issues in CMMI-SVC adoption, 107–109
acceptance, 521
corrective and preventive maintenance, 560
service system components, 582
Terms, glossary of, 681–713
Threats, identifying, 531
Thresholds
risk acceptability and triggers, 505–506
risk categories, 498
service system performance, 274
Ticket punching, 162
Time requirements
incident response, 320
service request handling, 548
Titles of goals, 25
Traceability
bidirectional, 484–485, 489–491
defined, 712
measurement objectives, 361, 365
measures, 473
quality and process performance objectives, 468
Track and Control Changes goal, 299–302
Control Configuration Items practice, 301–302
Track Change Requests practice, 300–301
Track Change Requests practice, 300–301
Tracking
acceptance actions, 521
action plan progress, 397
change requests, 628
corrective actions, 231
dependencies and commitments, 356
milestone actions, 629
noncompliance issues, 459
risk-handling actions, 507
selected improvements, 418
training, 450
Trade studies, 712
Train People practice
overview, 211–217
process area relationships, 257
security content example, 184–185
Training
for acquired products, 522
for data collection, 366
defined, 712
for defined processes, 346
for knowledge needs, 654–655
methods, 6
OT. See Organizational Training (OT) process area
overview, 37–38
for process asset deployment, 399
programs, 48
for service continuity, 532–533
for transitions, 604
vehicle insurance, 165
Training Teams, 679
Transfer of incidents, 321
Transition
products, 521–522
SST. See Service System Transition (SST) process area
Transition phase in service system lifecycles, 75
Translation Team, 677
Trends in service system resources, 277
Triggers, risk, 505–506
Typographical conventions, 29–32
U
Underlying causes of incidents, 316–317, 329
Understand Requirements practice, 486–487
Unintended events, 17
Unit testing, 712
UNIVAC computers, 113–114
University of Applied Science Darmstadt, 149
Updating
data collection procedures, 367
measurement analyses, 369
measurement objectives, 361
measures, 365
process assets, 420
service system documentation, 560
Use-case orientation in educational institutions, 149–150
Use Organizational Process Assets for Planning Work Activities practice, 341–342
Use the Defined Process for the Work goal, 338
Contribute to Organizational Process Assets practice, 351–352
Establish Teams practice, 349–351
Establish the Defined Process practice, 338–340
Establish the Work Environment practice, 342–344
Integrate Plans practice, 344–347
Manage the Work Using Integrated Plans practice, 347–349
Use Organizational Process Assets for Planning Work Activities practice, 341–342
V
Validate Improvements practice, 417–418
Validate the Service System practice, 591–594
Validation
action proposals, 332
constraints for, 569
defined, 712
requirements, 572–574
service continuity plans, 534–535
service system components, 590–591, 605
suggested improvements, 416
Variable parts of standard services, 616
Vehicle insurance essay, 164
conclusion, 173
improvement areas, 171–172
overview, 164–166
Service Delivery, 169–171
Work Planning, 166–169
Verification
acquired products satisfaction, 520
action proposals, 332
constraints for, 569
defined, 712
Verify and Validate Service Systems goal, 584–586
Perform Peer Reviews practice, 587–590
Prepare for Verification and Validation practice, 586–587
Validate the Service System practice, 591–594
Verify Selected Service System Components practice, 590–591
Verify and Validate the Service Continuity Plan goal, 534–535
Analyze Results of Verification and Validation of the Service Continuity Plan practice, 537–538
Prepare for the Verification and Validation of the Service Continuity Plan practice, 535–536
Verify and Validate the Service Continuity Plan practice, 537
Verify and Validate the Service Continuity Plan practice, 537
Verify Selected Service System Components practice, 590–591
Version control
deciding on, 651
defined, 712
Visible Ops Handbook: Starting ITIL in Four Practical Steps (Behr, Kim, and Spafford), 135
Vital data and systems protection, 531
Vulnerabilities identification, 531
W
Waivers for standard processes, 382
Waterfall type of service system lifecycle, 75
WMC. See Work Monitoring and Control (WMC) process area
Work breakdown structure (WBS), 347
defined, 712
developing, 640
reviews, 502
vehicle insurance, 167
Work environment
establishing, 342–344
standards, 386–387
Work groups
defined, 712–713
working with, 17–19
Work levels reconciliation, 659
Work management processes in call center essay, 91–92
Work Monitoring and Control (WMC) process area
adherence evaluation, 245
Configuration Management relationship, 294
generic goals and practices support by, 256
Incident Resolution and Prevention relationship, 318
Integrated Project Management relationship, 337
introductory notes, 621
Manage Corrective Action To Closure goal, 629–631
Measurement and Analysis relationship, 358
Monitor the Work Against the Plan goal, 622–629
policies, 196
process monitoring and control, 238
process plans, 203
process related experiences collection, 255
purpose, 621
Quantitative Work Management relationship, 464
Requirements Management relationship, 485
resources, 209
Risk Management relationship, 494
Service Delivery relationship, 541
stakeholder identification and involvement, 230
Strategic Service Management relationship, 611
Supplier Agreement Management relationship, 511
training, 217
work product control, 223
Work packages, 641
Work Planning (WP) process area
adherence evaluation, 246
Capacity and Availability Management relationship, 266
Configuration Management relationship, 294
Develop a Work Plan goal, 645–658
Establish Estimates goal, 636–645
generic goals and practices support by, 256
Integrated Project Management relationship, 337
introductory notes, 633–635
Measurement and Analysis relationship, 358
Obtain Commitment to the Plan goal, 658–660
Organizational Training relationship, 442
policies, 197
process monitoring and control, 238
process plans, 203
process related experiences collection, 255
purpose, 633
Requirements Management relationship, 485
resources, 209–210
Risk Management relationship, 494
Service Continuity relationship, 526
stakeholder identification and involvement, 230
training, 217
vehicle insurance essay, 166–169
Work Monitoring and Control relationship, 621
work product control, 223
Work plans, 713
Work product and task attributes, 713
Work product control general goal, 217–223
Work products
configuring, 291–292
defined, 713
Work startup, 713
Working groups, 35
WP. See Work Planning (WP) process area