1. Copyright 2005 CMMI and ITIL Alison Adams & Kieran Doyle

2. Copyright 2005 Agenda Why is this an issue? What is ITIL? CMMI & ITIL – The Overlap CMMI & ITIL – Extending the Model

3. Copyright 2005 Warning! Can only provide a flavour of the models here!

4. Copyright 2005 Why CMMI & ITIL?

5. Copyright 2005 Integrating The Business CMMI is an Integrated Model –SW, Systems, IPPD, SS Best Practice Framework for Engineering Process Improvement Model CMMI applies very well to Application Development What happens when it gets delivered? ITIL covers this domain ITIL provides standard –Similar ISO 9000 series etc. How to Integrate Development & Operations? How to Improve Operations?

6. Copyright 2005 What Is ITIL? A Brief Overview of ITIL, ITSM & BS15000

7. Copyright 2005 ITIL + BS 15000 IT Infrastructure Library has become the worldwide standard for Service Management. It is a framework of best practice guidelines OGC does not offer any form of audit, assessment or compliance certification for ITIL BS 15000 includes a Specification and Code of Practice for IT Service Management. It provides a basis for the only accredited audit and certification scheme, overseen by itSMF and conducted by independant audit organisations

8. Copyright 2005 ITIL Service Support Processes Source: ITIL Service Support, Office of Government Commerce. Incident Management Problem Metrics Trend Analysis Problem Reports Problem reviews Diagnostics aids Audit reports Change Schedule CAB Minutes Change metrics Change reviews Audit reports Service Reports Incident metrics Audit reports Release schedule Release metrics Release reviews Secure library Testing standards Audit reports CMDB reports CMDB metrics Policy/Standards Audit reports Release Management Configuration Management Problem Management Change Management

9. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

10. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

11. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

12. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

13. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

14. Copyright 2005 IT Service Management Model Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Source: BS15000-1:2002

15. Copyright 2005 The Overlap With CMMI Currently

16. Copyright 2005 IT Service Management Model & Existing CMMI Process Areas Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management SAM & ISM MA & GP2.8 CM CAR PI OPF PP & OPP (Partially) Source: BS15000-1:2002 PPQA

17. Copyright 2005 Example: Problem Management & Causal Analysis & Resolution (CAR) Problem Management is about: –Identifying & managing the underlying causes of service incidents. –Proactive Approach –Preventing Recurrence Causal Analysis & Resolution (CAR) is about: –Identifying causes of defects and taking action to prevent them occurring in the future. –CAR in CMMI tends to be quantitative in nature –Builds upon OPP &QPM –CAR gives ability to predict the effect of implementing a change (SP2.2-1 Evaluate the Effect of Changes) Although potentially a High Level Maturity Process Area; CAR can be applied anywhere, at any level Lesson for Application Development –Can Look at apparently High Maturity Practices from the beginning

18. Copyright 2005 IT Service Management Model & CMMI – The Gaps Service Delivery Processes Capacity Management Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management SAM & ISM MA & GP2.8 CM CAR PI OPF PP & OPP (Partially) Source: BS15000-1:2002 PPQA

19. Copyright 2005 An Approach to Integration

20. Copyright 2005 Extending the CMMI The CMMI was intended as an extendable model New Process Areas Developed New Discipline: Operability Management Existing Generic Practices apply still apply Continuous Representation principally featured Further Development required for Staged Representation Intended to be used with SCAMPI A,B,C equivalent appraisals

21. Copyright 2005 Reminder: ITSM Model & CMMI – The Gaps Service Delivery Processes Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Problem Management Relationship Processes Supplier Management Control Processes Configuration Management Change Management SAM & ISM MA & GP2.8 CM CAR PI PP & OPP (Partially) OPF Source: BS15000-1:2002 PPQA Capacity Management Incident ManagementBusiness Relationship Management

22. Copyright 2005 ITSM Model & CMMI – The New Process Areas Service Delivery Processes Service Continuity & Availability Management Service Level Management Service Reporting Information Security Management Budgeting & Accounting for IT Services Release Processes Release Management Resolution Processes Problem Management Relationship Processes Supplier Management Control Processes Configuration Management Change Management SAM & ISM MA & GP2.8 CM CAR PI PP & OPP (Partially) OPF Source: BS15000-1:2002 PPQA Capacity Management Incident ManagementBusiness Relationship Management BA – Budgeting & Accounting CMMI for Safety & Security SLM – Service Level Management SRM - Strategic Relationship Management IH – Incident Handling SCA – Service Continuity & Availability

23. Copyright 2005 Continuous Representation Requirements Management Measurement & Analysis Process & Product Quality Assurance Configuration Management Technical Solution Requirements Development Product Integration ValidationVerification Organisational Process Focus Organisation Process Definition Organisational Training Organisational Environment for Integration Decision Analysis & Resolution Integrated Supplier Management Organisational Process Performance Organisational Innovation & Deployment Casual Analysis & Resolution PROJECT MANAGEMENT PROCESS MANAGEMENT CATEGORY PROCESS AREAS ENGINEERING SUPPORT Project Planning Project Monitoring & Control Supplier Agreement Management Risk Management Integrated Project Management Integrated Teaming Quantitative Project Management OPERABILITY MANAGEMENT Strategic Relationship Management Budgeting & Accounting Service Level Management Service Continuity & Availability Incident Handling

24. Copyright 2005 Example PA : Strategic Relationship Management (SRM) Purpose –To develop and manage the relationship with business customers in order to understand, support and achieve business objectives. Specific Goals –SG1 Maintain Customer Relationships SG1 Maintain Customer Relationships –SP 1.1-1 Plan Stakeholder Involvement –SP 1.2-1 Identify Service Review Parameters –SP 1.3-1 Conduct Service Reviews –SP 1.4-1 Communicate Review Results

25. Copyright 2005 GG2: Institutionalize a Managed Process Generic Practices Generic Goals GP 1.1: Perform Base Practices GG1: Achieve Specific Goals GG3: Institutionalize a Defined Process GP 3.1: Establish a Defined Process GP 3.2: Collect Improvement Information GG4: Institutionalize a Quantitatively Managed Process GP 4.1: Establish Quantitative Objectives for the Process GP 4.2: Stabilize Subprocess Performance GG5: Institutionalize an Optimizing Process GP 5.1: Ensure Continuous Process Improvement GP 5.2: Correct Root Causes of Problems GP 2.1: Establish an Organisational Policy GP 2.2: Plan the Process GP 2.3: Provide Resources GP 2.4: Assign Responsibility GP 2.5: Train People GP 2.6: Manage Configurations GP 2.7: Identify and Involve Relevant Stakeholders GP 2.8: Monitor and Control the Process GP 2.9: Objectively Evaluate Adherence GP 2.10: Review Status with Higher Level Management Note: CMMI Guide Chapter 3 gives a good overview of institutionalisation, including expansions on each of the Generic Practices

26. Copyright 2005 Questions ?

27. Copyright 2005 Acknowledgements ITIL ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the US Patent and Trademark Office. Permission to reproduce extracts of BS 15000-1: 2002 and BS 15000-2: 2003 is granted by BSI. British Standards can be obtained from BSI Customer Services, 389 Chiswick High Road, London W4 4AL. Tel: +44(0)20 8996 9001. email: cservices@bsi-global.comcservices@bsi-global.com CMMI ® is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University.