The IT Service Capability Maturity Model (IT Service CMM) is a growth model for IT service providers. The model describes the maturity of an IT service provider by means of five maturity levels. Each level consists of a number of key process areas that an IT service provider should implement in order to reside on that level. The IT Service CMM is based on the Software CMM and has a similar structure. The Software CMM is aimed at developing a software product in projects, whereas the IT Service CMM is aimed at the continuous provision of IT services such as maintenance, operations, network management and user support.
Assessments are the means for improving the service processes of the own organisation or for determining the maturity of (possible) supplying organisations. If the goal of the assessment is to improve the processes of the own organisation, the A2I: Assess to Improve approach - a lightweight approach of DNV IT Consultants - may be used. This approach is characterized by a short throughput time, open and interactive discussions and focuses on determining concrete improvement actions during the assessment.
Audience
The course is intended for IT managers, project leaders, and quality advisors that desire to improve their own organisation. Furthermore, the course is intended for IT consultants that will conduct an assessment within their own organisation or for their customers.
Programme
Quality of IT service provision and the IT Service CMM (day 1)
On the first day you will get an overview of several IT-related quality concepts and insight in some fundamental differences between services and product. Next, we will use the 'gap' model of service quality to treat the areas where customer satisfaction in service provision can be improved. The IT Service CMM is a means for realizing this improvement. First, the history and background of the IT Service CMM and the Software CMM is discussed. Next, we elaborate on the structure and contents of the IT Service CMM. The goals and practices of levels two and three of the IT Service CMM will be treated.
CMM Assessments (day 2)
This part of the course treats the practical appliance of the IT Service CMM. The various types of assessments are presented along with the goals each type serves. Next, the A2I: Assess to Improve approach - strongly focusing on improvement of the organisation - is discussed: we will present the different phases of an assessment, the activities to be performed during an assessment, et cetera. Finally, we will present and discuss contents and goals of the A2I Assessment Kit, a practical aid for the assessment team in performing an A2I-based assessment.
Learning goals
After following this course, you will have:
- An overview of the theory behind the IT Service CMM and the contents of the model
- A complete picture of the expertise that is required to apply the model in practice using the A2I assessment approach