CMMI SVC Maturity Levels

CMMI – SVC has in total 24 Process Areas aligned to Levels 2 to 5 on maturity. The maturity levels for an organization are as follows

Maturity Level  2              : Managed

Maturity Level  3              : Defined
Maturity Level  4              : Quantitatively Managed
Maturity Level  5              : Optimizing

The process areas within CMMI SVC are aligned to the maturity level of an organization and are given below: 

Maturity Level 2 - Managed

CM - Configuration Management

MA - Measurement and Analysis
PPQA - Process and Product Quality Assurance
REQM - Requirements Management
SAM - Supplier Agreement Management
SD - Service Delivery
WMC - Work Monitoring and Control
WP - Work Planning

Maturity Level 3 - Defined

CAM - Capacity and Availability Management

DAR - Decision Analysis and Resolution
IRP - Incident Resolution and Prevention
IWM - Integrated Work Management
OPD - Organizational Process Definition
OPF - Organizational Process Focus
OT - Organizational Training
RSKM - Risk Management
SCON - Service Continuity
SSD - Service System Development
SST - Service System Transition
STSM - Strategic Service Management

Maturity Level 4 - Quantitatively Managed

OPP - Organizational Process Performance

QWM - Quantitative Work Management

Maturity Level 5 - Optimizing

CAR - Causal Analysis and Resolution

OPM - Organizational Performance Management

CMMI SVC

CMMI® (Capability Maturity Model® Integration) models are collections of best practices that help organizations to improve their processes. These models are developed by product teams with members from industry, government, and the Software Engineering Institute (SEI). They are administered and marketed by Carnegie Mellon University.   

The CMMI-SVC model provides guidance for applying CMMI best practices in a service provider organization. Best practices in the model focus on activities for providing quality services to customers and end users. CMMI-SVC integrates bodies of knowledge that are essential for a service provider.

The objective:

“Guide all types of service providers to establish, manage, and improve services to meet business goals.”

Like every CMMI model, CMMI-SVC helps to set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes which:

• Can be applied internally or externally
• Work well with other frameworks
• Represent the consensus of thousands of practitioners about the essential elements of service delivery
• Can be used in whole or in part

Service providers deserve a consistent benchmark as a basis for process improvement that is appropriate to the work they do and is based on a proven approach. The need for CMMI SVC:

• Demand for process improvement in services is likely to grow: services constitute more than 80% of the U.S. and global economy. Poor customer service costs companies $338 billion annually and services constitute more than 54% of what the US DoD acquires.
• CMMI-SVC addresses the needs of a wide range of service types by focusing on common processes.
• Many existing models are designed for specific services or industries.
• Other existing models do not provide a clear improvement path.