– Course objectives and organization
– Presentations

– What is the CMMI?
– What is the CMMI for services?
– What is a service?
– CMMI Constellations – CMMI
Content for Services
– Some Common Questions About a Service
– Exercise: Eileen Resort

– Service Delivery (SD)
– Requirements Management (REQM)
– Work Planning (WP)
– Service System Development (SSD)
– Exercise: Service Improvement

– Capacity and availability management (CAM)
– Work monitoring and control (WMC)
– Configuration management (CM)

– Institutionalization
– Generic objectives and practices

– Incident resolution and prevention (IRP)
– Risk management (RSKM)
– Service continuity (SCON)
– Exercise: recall a fact

– Measurement and Analysis (MA)
– Exercise: implications for measuring your improvement goals

– Process and product quality assurance (PPQA)
– Definition of the organizational process (OPD)
– Integrated work management (IWM)
– Organizational training (OT)
– Focus on the organizational process (OPF)
– Exercise: Q&A cards
– Exercise: evaluation of scenarios

– Management of supplier agreements (SAM)
– Analysis and decision making (DAR)
– Service strategy management (STSM)

– Organizational Process Performance (OPP)
– Quantitative Work Management (QWM)
– Causal Analysis and Resolution (CAR)
– Organizational Performance Management (OPM)

– Why performances?
– Staged representation
– Continuous representation
– Skill and maturity levels
– Assessments: SCAMPI
– Exercise: Drawing the model

– Improvement cycle: IDEAL
– Improvement infrastructure
– Successful change
– Exercise: Name the process area

– Sources of information on CMMI
– Next steps
– Course evaluation