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CMMI meets ITIL

Dr. Ute Streubel

KUGLER MAAG CIE GmbH


Leibnizstr. 11, 70806 Kornwestheim / Stuttgart, Germany
Phone / Fax +49 (0) 7154 807 – 210 / 229
ute.streubel@kuglermaag.com www.kuglermaag.com

Stuttgart June 2008


KUGLER MAAG CIE - Basic Facts
The Company Customers
• Founded in 2004, today a team of • Global players, culturally
more than 60, average age 44, diverse, operating in
acknowledged experts in their fields • Europe,
• Focused on Process Improvement • North America and
• Expertise in CMMI®, SPICE / ISO • Japan
15504, Functional Safety / IEC 61508, Partners & Networks
Project / Quality / Requirements
Management, High Maturity, Change
Management, …
Lero
Industries
• Automotive Industry, Financial MBtech
Services, ICT, Health, Telco,
Railways, …

© Copyright 2008 KUGLER MAAG CIE


Page 2 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
KUGLER MAAG CIE - Services
Improvement Services Appraisal Services
• Managing change for the purpose of • Improvement “Readiness Check”
lasting quality and productivity • Improvement “Health Check“
improvement • CMMI® appraisals
• Evaluating performance • ISO/IEC 15504 SPICE assessments
improvement potential
• Tailored supplier evaluations
Process Application
• “Off-the-shelf” processes tailored Knowledge Services
for an accelerated and sustained
process performance improvement • Training and qualification of
practitioners, EPGs, quality groups,
• “Project Rescue” services assessors, management, and
• Operative process execution executive management
Change Engine Services • Qualifying for customers’ or 3rd party
assessments
• Organizational change control
• Agile process management
• Strategy implementation

© Copyright 2008 KUGLER MAAG CIE


Page 3 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
KUGLER MAAG CIE - Customers

DAIMLER

© Copyright 2008 KUGLER MAAG CIE


Page 4 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Contents

The Challenge

ITIL and CMMI – a Comparison

3 Scenarios

Conclusion and Outlook

© Copyright 2008 KUGLER MAAG CIE


Page 5 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
The Challenge

expansion /
new products
new customers

governance &
new
compliance
competitors
requirements
“A Changing Business World”
market
intense cost restructuring /
pressure M&A


“Change the Business” is becoming more and more important
=> requiring support from IT

Source: ABN AMRO / Bankentechnologie 2008


© Copyright 2008 KUGLER MAAG CIE
Page 6 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
One possible Answer: CMMI-DEV and CMMI-ACQ

CMMI-DEV CMMI-ACQ
managing managing
development development
processes processes
Target group: Target group:
Development Acquisition
common
process areas

Mastering complexity, fast product cycles, repeatable,


comparable, maturity levels, reducing risks, common language ...

© Copyright 2008 KUGLER MAAG CIE


Page 7 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI-DEV
Areas of Application

Organisation

CMMI-DEV DEV

Support
V Project

© Copyright 2008 KUGLER MAAG CIE


Page 8 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Benefits of CMMI

CMMI

 offers a network of processes and “best practices” for development


processes which have proven their worth in international industrial
settings
 offers orientation/guidelines for process improvement activities
 offers a structured improvement programs
 contains methods and structures to assess development processes
 allows an objective evaluation of the current situation
 offers the opportunity of a comparison with one’s competitors
 offers the opportunity to make use of the application experiences of
others
 offers a common “language”
…

© Copyright 2008 KUGLER MAAG CIE


Page 9 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
The other Challenge:
to run the Business more efficiently

today tomorrow

Effort1) for Change-the- Effort1) for Change-the-


Business und Run-the- Business und Run-the-
Business: Business:

Run- Change-
the-Business the-Business Run- Change-
the-Business the-Business

1) IT Effort/Budget, example
© Copyright 2008 KUGLER MAAG CIE
Page 10 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
One possible Answer: CMMI-SVC and/or ITIL?

Process Management
ITIL Project Management
Security Management CMMI- Requirements Management
Financial Management PPQA
Change Management
SVC Development Support and
Engineering
Change Management

Service Design or Establishment Target group:


Target group: Service Operation or Delivery Development
Operations Service Transition and Operations
Configuration Management
Capacity and Availability
Service Continuity
Measurement and Analysis
Supplier Agreement Management

© Copyright 2008 KUGLER MAAG CIE


Page 11 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
The family of process models around CMMI contains
not only development, but also acquisition and services

v
CMMI-SVC
Managing internal and
Benefits: external services
Synergy between
development, service Target group:
provision, acquisition Service providers

v
V
CMMI-DEV CMMI-ACQ

V Managing
development
processes
Target group:
Managing
acquisition
processes
Target group:
Development Acquisition
16 common
process areas Note: CMMI for Services
will be available 2008
© Copyright 2008 KUGLER MAAG CIE
Page 12 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI-DEV und ITIL
Areas of Application

V Organisation
v
Organisation
CMMI-DEV DEV OPERATION / SERVICE
ITIL

Support

V Project

© Copyright 2008 KUGLER MAAG CIE


Page 13 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI-DEV, ITIL and CMMI-SVC
Areas of Application

V Organisation
v
Organisation

v
CMMI-DEV DEV OPERATION / SERVICE
ITIL

Support

V Project

CMMI-SVC
v
© Copyright 2008 KUGLER MAAG CIE
Page 14 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Contents

The Challenge

ITIL and CMMI – a Comparison

3 Scenarios

Conclusion and Outlook

© Copyright 2008 KUGLER MAAG CIE


Page 15 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
“CMMI meets ITIL”
- the Scope of the Talk

 CMMI-DEV (-ACQ)
practical experiences  ITIL V2
 ISO 20.000

considering  CMMI-SVC (0.5)


 ITIL V3

low-level  <= Level 3


organisations

© Copyright 2008 KUGLER MAAG CIE


Page 16 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Mapping ITIL V2 and CMMI-SVC
(only service-specific PAs)
ITIL CMMI-SVC

• Capacity Management • Organizational Service Management


• Availability Management (OSM)
• Change Management • Capacity and Availability Management
• IT Service Continuity Mgmt (CAM)
• Incident Management
• Service Desk • Requirements Management (REQM)SVC
• Service Level Management • Service Continuity (SCON)
• Incident and Request Management (IRM)
• Problem Management • Service Delivery (SD)
• Configuration Management • Service System Development (SSD)
• Release Management • Service Transition (ST)
• Financial Management • Problem Management (PRM)
• Security Management • Configuration Management (CM)
• Supplier Management

© Copyright 2008 KUGLER MAAG CIE


Page 17 24.06.2008
v • Supplier Agreement M.

CMMI meets ITIL, Version A, Dr. Ute Streubel


v
Open Questions when Mapping CMMI-SVC and ITIL

 Release Management in ITIL refers to Service Transition in

CMMI-SVC?

 Changes in ITIL refer to Changes or Requests in CMMI?

 Financial Management is (partly) addressed in Service Delivery

 and Business Relationship in Stakeholder Management?

 …..

Mapping is a complicated thing

© Copyright 2008 KUGLER MAAG CIE


Page 18 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Mapping ITIL V2 - in accordance with ISO 20.000 -
and CMMI-SVC (GPs and organisational PAs)
ISO 20.000 CMMI (-SVC)

3.1 Management responsibility • GP 2.1, GP 2.2, GP 2.4,GP 3.1

3.2 Documentation requirements • GP 2.6 (in parts), CM

3.3 Competence, awareness and training • GP 2.3, GP 2.4, GP 2.5, OT

4.1 Plan • GP 2.1, GP 3.1, OPD

4.3 Monitor, measuring and reviewing • GP 2.8, GP 2.9, MA

4.4 Continual improvement • GP 3.2 OPF

v v
© Copyright 2008 KUGLER MAAG CIE
Page 19 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI-SVC v
Core PAs

Configuration Management (CM) amp Project Monitoring and Control (PMC) amp

Decision Analysis and Resolution (DAR) DEV Project Planning (PP) amp

Integrated Project Management (IPM) DEV Process and Product Quality Assurance (PPQA) amp

Measurement and Analysis (MA) DEV Requirements Management (REQM)SVC

Organizational Process Definition (OPD) DEV


Risk Management (RSKM) amp

Organizational Process Focus (OPF) DEV


Supplier Agreement Management (SAM) amp
Organizational Training (OT) DEV

© Copyright 2008 KUGLER MAAG CIE


Page 20 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI-SVC
Assessing the Suitability of CMMI-SVC in
v
Development and Operations
Cons

 ideal in development (effective)


 not ideal with regards to efficiency
 addresses all kinds of services, not
 security is missing
only IT
 finance management weak
 strength in supplier management
 architecture only addressed indirectly
 capability and maturity in different
 not so detailed with regards to service
stages
delivery
 comparable
 draft
 relates to organisations
 not as common in Europe as ITIL
 proven improvement approach
 no suggestions for KPIs
 more strategic
 strength in project management to
 deliver in time, quality and budget

Pros

© Copyright 2008 KUGLER MAAG CIE


Page 21 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
ITIL
Assessing the Suitability of ITIL in
Development and Operations
v
Cons

 greater focus on efficiency aspects


 strength in operations
 offers suggestions for KPIs  only suitable for IT-related organisations

 very common in Europe and therefore  capability and maturity of people

 suited for better communication  certification of people not of processes

 supports IT operations planning and organisations

 IT operations services are more  no maturity levels for processes and

transparent, easier to assess organisations

 more detailed regarding service  more suitable for IT operations,

delivery not for development

 considers aspects of financial


management
 considers security management

Pros
© Copyright 2008 KUGLER MAAG CIE
Page 22 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Positioning CMMI-SVC and ITIL in IT Companies

External
Orientation

. 000
20
I SO
&
V3
CMMI
ITIL
CMMI-SVC
Internal
Orientation

Strategic
Efficiency Effectiveness Contribution
Source: Johannson, Goeken:
Referenzmodelle für IT-Governance
© Copyright 2008 KUGLER MAAG CIE
Page 23 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Contents

The Challenge

ITIL and CMMI – a Comparison

3 Scenarios

Conclusion and Outlook

© Copyright 2008 KUGLER MAAG CIE


Page 24 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
3 Scenarios:
How to use and combine the models to achieve added value

Company 1 Company 2 Company 3

 IT development  IT development

department and department and  Consulting company

 internal data center and  external data center and

 internal service desk  external service desk

 practicing CMMI  practicing CMMI  ISO 9001 certified

 practicing ITIL

 value proposition:  value proposition:  customer intimacy and

customer intimacy customer intimacy product leadership

© Copyright 2008 KUGLER MAAG CIE


Page 25 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 1: IT Development + IT Operations
Proposal for the best Use of the Models

Organisation Organisation

CMMI-DEV DEV OPERATION / SERVICE


ITIL

Support

V Project

CMMI-SVC

© Copyright 2008 KUGLER MAAG CIE


Page 26 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
v
Company 1: IT Development + IT Operations V
Proposal for the best Use of the Models
Overall Organisation
 QM is ISO 9001 certified
 EPG for all processes with process owners and process managers (CMMI)
 PPQA for all processes (CMMI)
 ITIL security process for all departments (ITIL)
 Change management (ITIL) leading process
 Architectural management
 Skills and resources management

Development Operations
 Generic goals and specific practices for all  All ITIL processes in service desk and data
processes center
 CMMI-DEV (engineering) instead of SSD  Release management combined with project
 CMMI-SVC amplified management (ITIL within CMMI)
 Maintenance in accordance with  CMDB (ITIL with asset management)
CMMI-DEV  KPI and Scorecards from ITIL
 Goal: level 3 staged (CMMI)  ISO 20.000 certification

© Copyright 2008 KUGLER MAAG CIE


Page 27 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
v
Problems of Company 1
combining a CMMI constellation with ITIL
V
EPG

CMMI - all ITIL

Challenges: Challenges:

IT-Development Department: IT-Operations Department:


Problems with IM, PM, Change Unfamiliar roles and
responsibilities of process owner
Management Professional and process manager
Competence problems between project (IT) GG, GP, SG, SP are new
leader and product services manager Organisation
Problems with PPQA
KPI is / KPIs are merciless
...

© Copyright 2008 KUGLER MAAG CIE


Page 28 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
v
Special Handling of some Topics
required when combining CMMI and ITIL V
Change
Management

Release Configuration
Management Development Management
and Operation

IT
Architecture Maintenance

© Copyright 2008 KUGLER MAAG CIE


Page 29 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
3 Scenarios:
How to use and combine the models to achieve added value

Company 1 Company 2 Company 3

 IT development  IT development

department and department and  Consulting company

 internal data center and  external data center and

 internal service desk  external service desk

 practicing CMMI  practicing CMMI  ISO 9001 certified

 practicing ITIL

 value proposition:  value proposition:  customer intimacy and

customer intimacy customer intimacy product leadership

© Copyright 2008 KUGLER MAAG CIE


Page 30 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 2: IT-Development
Proposal for the best Use of the Models

Organisation Organisation

CMMI-DEV DEV OPERATION / SERVICE

Support

V Project

CMMI-SVC

© Copyright 2008 KUGLER MAAG CIE


Page 31 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 2: IT-Development
v
V
Proposal for the best Use of the Model

Development
 CMMI-ACQ or SAM for supplier management
 ITIL security management
 CMMI-DEV (engineering) instead of Service System Development
 CMMI-SVC amplified
 Maintenance in accordance with CMMI-DEV
 CMMI-SVC with Problem Management, Capacity Availability Management,
Incident and Request Management, Service Continuity Management for own
services (tool infrastructure)
 Goal: level 3 staged (CMMI)
 Architectural management
 Skills and resources management

 Financial management
 KPI

© Copyright 2008 KUGLER MAAG CIE


Page 32 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 1 and 2 could use CMMI-SVC
only without ITIL history of their own and of the supplier
v
Recommendation

 CMMI-SVC and CMMI-DEV are suitable for service


development
 It is practicable to use CMMI-SVC for service desk
and service delivery
 Each development section needs access to shared
services (in accordance with CMMI-SVC or ITIL)

CMMI-SVC without ITIL?

© Copyright 2008 KUGLER MAAG CIE


Page 33 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
3 Scenarios:
How to use and combine the models to achieve added value

Company 1 Company 2 Company 3

 IT development  IT development

department and department and  Consulting company

 internal data center and  external data center and

 internal service desk  external service desk

 practicing CMMI  practicing CMMI  ISO 9001 certified

 practicing ITIL

 value proposition:  value proposition:  customer intimacy and

customer intimacy customer intimacy product leadership

© Copyright 2008 KUGLER MAAG CIE


Page 34 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 3: Consulting Company
Proposal for the best Use of the Models
v
Organisation Organisation

v
DEV OPERATION / SERVICE

Support

Project

CMMI-SVC

© Copyright 2008 KUGLER MAAG CIE


Page 35 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Company 3: Consulting Company
Proposal for the best Use of the Models
v
 QM ISO 9001 certified
 EPG for all processes (CMMI)
Organisation  Process owners and process managers
 PPQA for all processes (CMMI)
 BSI catalogue (Bundesamt Sicherheit Informationstechnik)

 Services for the customer are e.g. knowledge services, appraisal services, improvement
Service: services,
Development  IRM, PM
 OSM, SSD, ST, SD
Transition  CM
Delivery  CAM, SCON for own processes like Sales (CRM), mailing, accounting, resourcing
 Internal goal: level 3 staged

ITIL ?

CMMI-SVC

© Copyright 2008 KUGLER MAAG CIE


Page 36 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Contents

The Challenge

ITIL and CMMI – a Comparison

3 Scenarios

Conclusion and Outlook

© Copyright 2008 KUGLER MAAG CIE


Page 37 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI needs CMMI-SVC, and ITIL needs CMMI
v
CMMI provides ITIL:

 Easily manageable break-down of processes in


process areas,
goals and
practices
 Evaluation in stages of
process capability and/or
organisational capability
 Proven approach
to set up the infrastructure
for assessments/appraisals
for improvements

CMMI provides ITIL / ISO 20.000 conformity


© Copyright 2008 KUGLER MAAG CIE
Page 38 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CMMI needs CMMI-SVC v
CMMI-SVC:

 Describes and models the change-over to production

 Extensive consideration is given to the operability of services


in the engineering and support processes

 Operations are supported by further PAs

 Combines the benefits of CMMI for operations as well

CMMI-SVC refers the complete life cycle of a service


and is also applicable outside IT

© Copyright 2008 KUGLER MAAG CIE


Page 39 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Outlook
What’s next

Enterprises also need:

 People skills and resources management


 Support for strategy
 Architecture management
 Portfolio management
 Risk management for the entire business
 Future architecture
 Security management
 ……

REF: Resilience Engineering Framework

© Copyright 2008 KUGLER MAAG CIE


Page 40 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Back-up…

© Copyright 2008 KUGLER MAAG CIE


Page 41 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
The family of process models around CMMI contains
not only development, but also acquisition and services

v
CMMI-SVC
Managing internal and
Benefits: external services
Synergy between
development, service Target group:
provision, acquisition Service providers

v
V
CMMI-DEV CMMI-ACQ

V Managing
development
processes
Target group:
Managing
acquisition
processes
Target group:
Development Acquisition
16 common
process areas Note: CMMI for Services
will be available 2008
© Copyright 2008 KUGLER MAAG CIE
Page 42 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
Maturity
Process Area (PA) Category Level SGs SPs

Capacity and Availability Management (CAM) Project Management 3 2 6


Causal Analysis and Resolution (CAR) DEV Support 5 2 5
Configuration Management (CM) amp Support 2 3 7
Decision Analysis and Resolution (DAR) DEV Support 3 1 6
Integrated Project Management (IPM) DEV Project Management 3 2 9
Incident and Request Management (IRM) Service Establishment and Delivery 2 2 6
Measurement and Analysis (MA) DEV Support 2 2 8
Organizational Innovation and Deployment (OID) DEV Process Management 5 2 7
Organizational Process Definition (OPD) DEV Process Management 3 1 6
Organizational Process Focus (OPF) DEV Process Management 3 3 9
Organizational Process Performance (OPP) DEV Process Management 4 1 5
Organizational Service Management (OSM) Process Management 3 2 7
Organizational Training (OT) DEV Process Management 3 2 7
Project Monitoring and Control (PMC) amp Project Management 2 2 10
Project Planning (PP) amp Project Management 2 3 14
Process and Product Quality Assurance (PPQA) amp Support 2 2 4
Problem Management (PRM) Support 3 2 6
Quantitative Project Management (QPM) DEV Project Management 4 2 8
Requirements Management (REQM)SVC Project Management 2 2 7
Risk Management (RSKM) amp Project Management 3 3 7
Supplier Agreement Management (SAM) amp Project Management 2 2 8
Service Continuity (SCON) Project Management 3 3 9
Service Delivery (SD) Service Establishment and Delivery 3 2 7
Service System Development (SSD) Service Establishment and Delivery 3 2 12
Service Transition (ST) Service Establishment and Delivery 3 2 11

SVC = as DEV, but with additional goal & practices

DEV = as in CMMI for Development V1.2


AMP = as DEV, but amplified

© Copyright 2008 KUGLER MAAG CIE


Page 43 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel
CERT

“Enterprise Resilience” stands for the competence and capacity of an


organisation to continuously adapt to a changing risk environment

CERT® is currently developing a model in this context


(REF = Resilience Engineering Framework)

CERT® is located at the SEI


(Software Engineering Institute of Carnegie Mellon University)

An important partner cooperating with CERT® is the FSTC


(Financial Services Technology Consortium) - cf. http://www.fstc.org

Source: http://www.cert.org Cert® is a registered trademark and service mark of Carnegie Mellon University

© Copyright 2008 KUGLER MAAG CIE


Page 44 24.06.2008 CMMI meets ITIL, Version A, Dr. Ute Streubel