CMMI-SVC 1.3

Index

A B C D E F G H I L M N O P Q R S T U V W

acceptance criteria

acceptance criteria (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

acceptance testing

acceptance testing (Appendix D: Glossary)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

unit testing (Appendix D: Glossary)

achievement profile

achievement profile (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

Using CMMI Appraisals (Using CMMI Models)

acquirer

acquirer (Appendix D: Glossary)

Configuration Management (Process Areas)

contractual requirements (Appendix D: Glossary)

deliverable (Appendix D: Glossary)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

supplier (Appendix D: Glossary)

supplier agreement (Appendix D: Glossary)

acquisition

acquisition (Appendix D: Glossary)

acquisition strategy (Appendix D: Glossary)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

CMMI Framework (Introduction)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-ACQ (Appendix B: Acronyms)

constellation (Appendix D: Glossary)

contractual requirements (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

Evolution of CMMI (Introduction)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Information Assurance/Information Security Related Sources (Appendix A: References)

Integrated Work Management (Process Areas)

nondevelopmental item (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

outsourcing (Appendix D: Glossary)

product line (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Quantitative Work Management (Process Areas)

SA-CMM (Appendix B: Acronyms)

Selections that Influence Your Program (Using CMMI Models)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

standard (noun) (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

acquisition strategy

acquisition strategy (Appendix D: Glossary)

addition

addition (Appendix D: Glossary)

Additional Information and Reader Feedback (Preface)

Additions (Components Associated with Part Two)

Appendix D: Glossary (Appendices)

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

Defined Process (Process Institutionalization)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

Measurement and Analysis (Process Areas)

Organizational Process Performance (Process Areas)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Quantitative Work Management (Process Areas)

Readers New to Process Improvement (How to Use this Document)

References (Supporting Informative Components)

Requirements Management (Process Areas)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

service requirements (Appendix D: Glossary)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

adequate

Adopting CMMI (Using CMMI Models)

Capability Level 2: Managed (Understanding Capability Levels)

CMMI Models (Using CMMI Models)

Generic Practices (Components Associated with Part Two)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

Informative Components (Required, Expected, and Informative Components)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Organizational Process Focus (Process Areas)

product lifecycle (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

allocated requirement

allocated requirement (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

API

API (Appendix B: Acronyms)

Appendix A: References (Appendices)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

SVC Training Team (CMMI V1.3 Training Teams)

appraisal

Acknowledgments (Preface)

Appendix A: References (Appendices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

appraisal participants (Appendix D: Glossary)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

Appraisal Requirements for CMMI (Using CMMI Models)

appraisal scope (Appendix D: Glossary)

ARC (Appendix B: Acronyms)

Audience (Preface)

Capacity and Availability Management (Process Areas)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

CMMI Related Training (About CMMI for Services)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

constellation (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Expected Components (Required, Expected, and Informative Components)

findings (Appendix D: Glossary)

Generic Goals (Components Associated with Part Two)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

organizational maturity (Appendix D: Glossary)

Organizational Process Focus (Process Areas)

process action plan (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

SCAMPI (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

Specific Goals (Components Associated with Part Two)

Steering Group Support (CMMI Steering Group)

Structures of the Continuous and Staged Representations (Tying It All Together)

Understanding Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

Your Process Improvement Program (Using CMMI Models)

appraisal findings

appraisal findings (Appendix D: Glossary)

findings (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

appraisal participants

Appraisal Considerations (Using CMMI Models)

appraisal participants (Appendix D: Glossary)

appraisal rating

appraisal rating (Appendix D: Glossary)

SCAMPI Appraisal Methods (Using CMMI Models)

appraisal reference model

appraisal (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

appraisal scope

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

appraisal team leader

Appraisal Considerations (Using CMMI Models)

appropriate

About CMMI for Services (CMMI-SVC 1.3)

Appendix D: Glossary (Appendices)

Appraisal Requirements for CMMI (Using CMMI Models)

capability level (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI for Services (Introduction)

CMMI Models (Using CMMI Models)

Configuration Management (Process Areas)

Decision Analysis and Resolution (Process Areas)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

Introductory Notes (Components Associated with Part Two)

Maturity Level 2: Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Process and Product Quality Assurance (Process Areas)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Requirements Management (Process Areas)

risk management (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify and Analyze Risks (Risk Management)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 2 Provide Training (Organizational Training)

SG 3 Mitigate Risks (Risk Management)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Subpractices (Components Associated with Part Two)

tailoring guidelines (Appendix D: Glossary)

team (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

ARC

allocated requirement (Appendix D: Glossary)

Appendix A: References (Appendices)

ARC (Appendix B: Acronyms)

architecture (Appendix D: Glossary)

CMMI model component (Appendix D: Glossary)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

definition of required functionality and quality attributes (Appendix D: Glossary)

functional analysis (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

process (Appendix D: Glossary)

process architecture (Appendix D: Glossary)

process element (Appendix D: Glossary)

product line (Appendix D: Glossary)

Report Documentation Page (Appendices)

subprocess (Appendix D: Glossary)

systems engineering (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

architecture

allocated requirement (Appendix D: Glossary)

architecture (Appendix D: Glossary)

Configuration Management (Process Areas)

definition of required functionality and quality attributes (Appendix D: Glossary)

functional analysis (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Organizational Process Definition (Process Areas)

process architecture (Appendix D: Glossary)

product line (Appendix D: Glossary)

Purpose (Preface)

Readers Familiar with CMMI (How to Use this Document)

Risk Management (Process Areas)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

systems engineering (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

Work Planning (Process Areas)

as needed

Appendix D: Glossary (Appendices)

CMMI Models (Using CMMI Models)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Quantitative Work Management (Process Areas)

Risk Management (Process Areas)

service requirements (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 2 Develop Service Systems (Service System Development)

SG 3 Deliver Services (Service Delivery)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

assessment

Appendix A: References (Appendices)

Appraisal Requirements for CMMI (Using CMMI Models)

Evolution of CMMI (Introduction)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Organizational Training (Process Areas)

Quantitative Work Management (Process Areas)

SECAM (Appendix B: Acronyms)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

training (Appendix D: Glossary)

audit

About CMMI for Services (CMMI-SVC 1.3)

audit (Appendix D: Glossary)

CMMI for Services (Introduction)

configuration audit (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

FCA (Appendix B: Acronyms)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

objectively evaluate (Appendix D: Glossary)

PCA (Appendix B: Acronyms)

Process and Product Quality Assurance (Process Areas)

SG 1 Establish Baselines (Configuration Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

base measure

base measure (Appendix D: Glossary)

derived measure (Appendix D: Glossary)

measure (noun) (Appendix D: Glossary)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

baseline

Acknowledgments (Preface)

Advancing Through Maturity Levels (Understanding Maturity Levels)

baseline (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

configuration audit (Appendix D: Glossary)

configuration baseline (Appendix D: Glossary)

Configuration Management (Process Areas)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

process performance baseline (Appendix D: Glossary)

product baseline (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Requirements Management (Process Areas)

Service Delivery (Process Areas)

SG 1 Establish Baselines (Configuration Management)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 2 Track and Control Changes (Configuration Management)

SG 3 Establish Integrity (Configuration Management)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

Specific Goals (Components Associated with Part Two)

version control (Appendix D: Glossary)

bidirectional traceability

bidirectional traceability (Appendix D: Glossary)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Requirements Management (Process Areas)

requirements traceability (Appendix D: Glossary)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

Supplier Agreement Management (Process Areas)

traceability (Appendix D: Glossary)

business objectives

About Process Improvement (Introduction)

Advancing Through Capability Levels (Understanding Capability Levels)

Appraisal Considerations (Using CMMI Models)

business objectives (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

Defined Process (Process Institutionalization)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s business objectives (Appendix D: Glossary)

Process Areas (Tying It All Together)

process improvement objectives (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Selections that Influence Your Program (Using CMMI Models)

service requirements (Appendix D: Glossary)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Provide Measurement Results (Measurement and Analysis)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

specific goal (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Understanding Levels (Tying It All Together)

capability level

achievement profile (Appendix D: Glossary)

Achieving High Maturity (Tying It All Together)

Advancing Through Capability Levels (Understanding Capability Levels)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

capability level (Appendix D: Glossary)

Capability Level 0: Incomplete (Understanding Capability Levels)

Capability Level 1: Performed (Understanding Capability Levels)

Capability Level 2: Managed (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

capability level profile (Appendix D: Glossary)

CL (Appendix B: Acronyms)

CMMI model component (Appendix D: Glossary)

continuous representation (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

incomplete process (Appendix D: Glossary)

maturity level (Appendix D: Glossary)

Organization of this Document (Preface)

Process Areas (Tying It All Together)

Readers Familiar with CMMI (How to Use this Document)

specific goal (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

capability level profile

achievement profile (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

capability maturity model

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Audience (Preface)

capability maturity model (Appendix D: Glossary)

CMM (Appendix B: Acronyms)

CMMI (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI-SVC 1.3

continuous representation (Appendix D: Glossary)

Evolution of CMMI (Introduction)

IPD-CMM (Appendix B: Acronyms)

P-CMM (Appendix B: Acronyms)

Preface (CMMI-SVC 1.3)

Readers New to Process Improvement (How to Use this Document)

Report Documentation Page (Appendices)

SA-CMM (Appendix B: Acronyms)

SSE-CMM (Appendix B: Acronyms)

SW-CMM (Appendix B: Acronyms)

capable process

capable process (Appendix D: Glossary)

stable process (Appendix D: Glossary)

causal analysis

Achieving High Maturity (Tying It All Together)

Advancing Through Capability Levels (Understanding Capability Levels)

CAR (Appendix B: Acronyms)

causal analysis (Appendix D: Glossary)

Causal Analysis and Resolution (Process Areas)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Notes (Supporting Informative Components)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Service System Transition (Process Areas)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

CCB

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Acknowledgments (Preface)

Appendices (CMMI-SVC 1.3)

CCB (Appendix B: Acronyms)

Components Associated with Part Two (Process Area Components)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Preface (CMMI-SVC 1.3)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

Steering Group Support (CMMI Steering Group)

Structures of the Continuous and Staged Representations (Tying It All Together)

Typographical Conventions (Process Area Components)

change management

change management (Appendix D: Glossary)

Configuration Management (Process Areas)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

CMM

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Acknowledgments (Preface)

addition (Appendix D: Glossary)

Additional Information and Reader Feedback (Preface)

Adopting CMMI (Using CMMI Models)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

Appraisal Requirements for CMMI (Using CMMI Models)

appraisal scope (Appendix D: Glossary)

ARC (Appendix B: Acronyms)

Audience (Preface)

audit (Appendix D: Glossary)

Capability Level 1: Performed (Understanding Capability Levels)

CMF (Appendix B: Acronyms)

CMM (Appendix B: Acronyms)

CMMI (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Product Suite (Appendix D: Glossary)

CMMI Related Training (About CMMI for Services)

CMMI Steering Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 High Maturity Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Translation Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-ACQ (Appendix B: Acronyms)

CMMI-DEV (Appendix B: Acronyms)

CMMI-SVC (Appendix B: Acronyms)

CMMI-SVC 1.3

Components Associated with Part Two (Process Area Components)

constellation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

Evolution of CMMI (Introduction)

expected CMMI components (Appendix D: Glossary)

Expected Components (Required, Expected, and Informative Components)

framework (Appendix D: Glossary)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

generic practice elaboration (Appendix D: Glossary)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

How to Use this Document (Preface)

Information Assurance/Information Security Related Sources (Appendix A: References)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Introduction (About CMMI for Services)

IPD-CMM (Appendix B: Acronyms)

manager (Appendix D: Glossary)

measure (noun) (Appendix D: Glossary)

measurement (Appendix D: Glossary)

organization (Appendix D: Glossary)

Organization of this Document (Preface)

Overview (Generic Goals and Generic Practices)

P-CMM (Appendix B: Acronyms)

peer review (Appendix D: Glossary)

Preface (CMMI-SVC 1.3)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product suite (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Readers Experienced with Process Improvement (How to Use this Document)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

Report Documentation Page (Appendices)

representation (Appendix D: Glossary)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

SA-CMM (Appendix B: Acronyms)

SCAMPI (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SSD (Appendix B: Acronyms)

SSE-CMM (Appendix B: Acronyms)

stakeholder (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

SW-CMM (Appendix B: Acronyms)

Tying It All Together (About CMMI for Services)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

work product (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

CMMI

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Acknowledgments (Preface)

addition (Appendix D: Glossary)

Additional Information and Reader Feedback (Preface)

Adopting CMMI (Using CMMI Models)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

Appraisal Requirements for CMMI (Using CMMI Models)

appraisal scope (Appendix D: Glossary)

ARC (Appendix B: Acronyms)

Audience (Preface)

audit (Appendix D: Glossary)

Capability Level 1: Performed (Understanding Capability Levels)

CMF (Appendix B: Acronyms)

CMMI (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Product Suite (Appendix D: Glossary)

CMMI Related Training (About CMMI for Services)

CMMI Steering Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 High Maturity Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Translation Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-ACQ (Appendix B: Acronyms)

CMMI-DEV (Appendix B: Acronyms)

CMMI-SVC (Appendix B: Acronyms)

CMMI-SVC 1.3

Components Associated with Part Two (Process Area Components)

constellation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

Evolution of CMMI (Introduction)

expected CMMI components (Appendix D: Glossary)

Expected Components (Required, Expected, and Informative Components)

framework (Appendix D: Glossary)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

generic practice elaboration (Appendix D: Glossary)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

How to Use this Document (Preface)

Information Assurance/Information Security Related Sources (Appendix A: References)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Introduction (About CMMI for Services)

manager (Appendix D: Glossary)

measure (noun) (Appendix D: Glossary)

measurement (Appendix D: Glossary)

organization (Appendix D: Glossary)

Organization of this Document (Preface)

Overview (Generic Goals and Generic Practices)

peer review (Appendix D: Glossary)

Preface (CMMI-SVC 1.3)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product suite (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Readers Experienced with Process Improvement (How to Use this Document)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

Report Documentation Page (Appendices)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

SCAMPI (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SSD (Appendix B: Acronyms)

stakeholder (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

Tying It All Together (About CMMI for Services)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

work product (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

CMMI Framework

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

framework (Appendix D: Glossary)

Purpose (Preface)

Using CMMI Models (About CMMI for Services)

CMMI model

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Acknowledgments (Preface)

addition (Appendix D: Glossary)

Appendix D: Glossary (Appendices)

Appraisal Considerations (Using CMMI Models)

appraisal reference model (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

CMF (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Product Suite (Appendix D: Glossary)

Components Associated with Part Two (Process Area Components)

Core Process Areas and CMMI Models (Process Area Components)

equivalent staging (Appendix D: Glossary)

Evolution of CMMI (Introduction)

generic practice elaboration (Appendix D: Glossary)

Introduction (About CMMI for Services)

organization (Appendix D: Glossary)

Organization of this Document (Preface)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Readers Familiar with CMMI (How to Use this Document)

Relationships that Drive Service Management (Relationships Among Process Areas)

SCAMPI Appraisal Methods (Using CMMI Models)

senior manager (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

Tying It All Together (About CMMI for Services)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

work product (Appendix D: Glossary)

CMMI model component

CMMI model component (Appendix D: Glossary)

Components Associated with Part Two (Process Area Components)

CMMI Product Suite

Acknowledgments (Preface)

appraisal (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

manager (Appendix D: Glossary)

peer review (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product suite (Appendix D: Glossary)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

stakeholder (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

CMMI-ACQ

Appendix A: References (Appendices)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-ACQ (Appendix B: Acronyms)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Selections that Influence Your Program (Using CMMI Models)

Supplier Agreement Management (Process Areas)

CMMI-DEV

About CMMI for Services (CMMI-SVC 1.3)

CMMI for Services (Introduction)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-DEV (Appendix B: Acronyms)

CMMI-SVC 1.3

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Report Documentation Page (Appendices)

Selections that Influence Your Program (Using CMMI Models)

Service System Development (Process Areas)

commercial off-the-shelf

Capacity and Availability Management (Process Areas)

commercial off-the-shelf (Appendix D: Glossary)

COTS (Appendix B: Acronyms)

Decision Analysis and Resolution (Process Areas)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

Supplier Agreement Management (Process Areas)

common cause of variation

common cause of variation (Appendix D: Glossary)

special cause of variation (Appendix D: Glossary)

stable process (Appendix D: Glossary)

statistical process control (Appendix D: Glossary)

concept of operations

operational concept (Appendix D: Glossary)

configuration audit

audit (Appendix D: Glossary)

configuration audit (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

FCA (Appendix B: Acronyms)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

PCA (Appendix B: Acronyms)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

configuration baseline

baseline (Appendix D: Glossary)

configuration baseline (Appendix D: Glossary)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

configuration control

Acknowledgments (Preface)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

CCB (Appendix B: Acronyms)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

configuration control (Appendix D: Glossary)

configuration control board (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

Service System Transition (Process Areas)

SG 2 Deploy the Service System (Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

version control (Appendix D: Glossary)

configuration control board

Acknowledgments (Preface)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

CCB (Appendix B: Acronyms)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

configuration control board (Appendix D: Glossary)

configuration identification

configuration control (Appendix D: Glossary)

configuration identification (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

configuration status accounting (Appendix D: Glossary)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

configuration item

configuration audit (Appendix D: Glossary)

configuration control (Appendix D: Glossary)

configuration control board (Appendix D: Glossary)

configuration identification (Appendix D: Glossary)

configuration item (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

CSCI (Appendix B: Acronyms)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

interface control (Appendix D: Glossary)

product baseline (Appendix D: Glossary)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

configuration management

change management (Appendix D: Glossary)

CM (Appendix B: Acronyms)

configuration control (Appendix D: Glossary)

configuration identification (Appendix D: Glossary)

configuration item (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

configuration status accounting (Appendix D: Glossary)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

interface control (Appendix D: Glossary)

Maturity Level 2: Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

product baseline (Appendix D: Glossary)

Requirements Management (Process Areas)

Service Delivery (Process Areas)

Service System Transition (Process Areas)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Provide Training (Organizational Training)

SG 2 Track and Control Changes (Configuration Management)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

Specific Goals (Components Associated with Part Two)

configuration status accounting

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

configuration status accounting (Appendix D: Glossary)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

constellation

About CMMI for Services (CMMI-SVC 1.3)

Acknowledgments (Preface)

CMMI for Services (Introduction)

CMMI Framework (Introduction)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

constellation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

Evolution of CMMI (Introduction)

Organization of this Document (Preface)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

continuous representation

Achieving High Maturity (Tying It All Together)

continuous representation (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Process Areas (Tying It All Together)

representation (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

Understanding Capability Levels (Tying It All Together)

Understanding Levels (Tying It All Together)

contractor

contractor (Appendix D: Glossary)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

contractual requirements

contractual requirements (Appendix D: Glossary)

Maturity Level 2: Managed (Understanding Maturity Levels)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

Using CMMI Appraisals (Using CMMI Models)

corrective action

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

corrective action (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Introductory Notes (Components Associated with Part Two)

Managed Process (Process Institutionalization)

Measurement and Analysis (Process Areas)

Quantitative Work Management (Process Areas)

Requirements Management (Process Areas)

SG 1 Manage Requirements (Requirements Management)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 2 Manage Corrective Action to Closure (Work Monitoring and Control)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

Subpractices (Components Associated with Part Two)

Supplier Agreement Management (Process Areas)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

COTS

Capacity and Availability Management (Process Areas)

COTS (Appendix B: Acronyms)

Decision Analysis and Resolution (Process Areas)

nontechnical requirements (Appendix D: Glossary)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

Supplier Agreement Management (Process Areas)

CPI

CPI (Appendix B: Acronyms)

CPM

CPM (Appendix B: Acronyms)

CSCI

CSCI (Appendix B: Acronyms)

customer

acceptance criteria (Appendix D: Glossary)

acceptance testing (Appendix D: Glossary)

Adopting CMMI (Using CMMI Models)

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

contractual requirements (Appendix D: Glossary)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

derived requirements (Appendix D: Glossary)

end user (Appendix D: Glossary)

enterprise (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Organizational Performance Management (Process Areas)

Organizational Process Focus (Process Areas)

product (Appendix D: Glossary)

product lifecycle (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

project plan (Appendix D: Glossary)

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Quantitative Work Management (Process Areas)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

requirements analysis (Appendix D: Glossary)

requirements elicitation (Appendix D: Glossary)

Requirements Management (Process Areas)

Selections that Influence Your Program (Using CMMI Models)

service (Appendix D: Glossary)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service agreement (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

Service Delivery (Process Areas)

service incident (Appendix D: Glossary)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

service level agreement (Appendix D: Glossary)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

service request (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system component (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

stakeholder (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

systems engineering (Appendix D: Glossary)

Using CMMI Appraisals (Using CMMI Models)

work group (Appendix D: Glossary)

Work Planning (Process Areas)

work startup (Appendix D: Glossary)

customer requirement

contractual requirements (Appendix D: Glossary)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

derived requirements (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

Requirements Management (Process Areas)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

DAR

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Advancing Through Capability Levels (Understanding Capability Levels)

ANSI (Appendix B: Acronyms)

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

appraisal (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

Capability Level 3: Defined (Understanding Capability Levels)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CMMI for Services (Introduction)

configuration audit (Appendix D: Glossary)

Configuration Management (Process Areas)

DAR (Appendix B: Acronyms)

Decision Analysis and Resolution (Process Areas)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

derived requirements (Appendix D: Glossary)

EIA/IS (Appendix B: Acronyms)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Examples (Supporting Informative Components)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Information Assurance/Information Security Related Sources (Appendix A: References)

Integrated Work Management (Process Areas)

ISO (Appendix B: Acronyms)

ISO/IEC (Appendix B: Acronyms)

manager (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

objectively evaluate (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

organization’s process asset library (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

planned process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process architecture (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

process improvement objectives (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

Readers Experienced with Process Improvement (How to Use this Document)

Relationships Among Processes (Process Institutionalization)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

SCAMPI (Appendix B: Acronyms)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

service line (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Establish Standard Services (Strategic Service Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

stable process (Appendix D: Glossary)

stakeholder (Appendix D: Glossary)

standard (noun) (Appendix D: Glossary)

standard process (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

work group (Appendix D: Glossary)

Work Planning (Process Areas)

data

About CMMI for Services (CMMI-SVC 1.3)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

Configuration Management (Process Areas)

data (Appendix D: Glossary)

data management (Appendix D: Glossary)

document (Appendix D: Glossary)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

nontechnical requirements (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Preface (CMMI-SVC 1.3)

Process Areas (CMMI-SVC 1.3)

process performance model (Appendix D: Glossary)

product baseline (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Report Documentation Page (Appendices)

service catalog (Appendix D: Glossary)

Service Delivery (Process Areas)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

statistical and other quantitative techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

technical data package (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

data management

Appendix A: References (Appendices)

data management (Appendix D: Glossary)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

defect density

defect density (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

process performance (Appendix D: Glossary)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

defined process

Additions (Components Associated with Part Two)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Capability Level 3: Defined (Understanding Capability Levels)

Causal Analysis and Resolution (Process Areas)

Decision Analysis and Resolution (Process Areas)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

Generic Goals (Components Associated with Part Two)

GG 3 Institutionalize a Defined Process (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Organizational Process Definition (Process Areas)

organization’s process asset library (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Process Institutionalization (Generic Goals and Generic Practices)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

References (Supporting Informative Components)

Relationships Among Processes (Process Institutionalization)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

standard process (Appendix D: Glossary)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

definition of required functionality and quality attributes

definition of required functionality and quality attributes (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

deliverable

acceptance criteria (Appendix D: Glossary)

acceptance testing (Appendix D: Glossary)

deliverable (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

delivery environment

delivery environment (Appendix D: Glossary)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

Service System Transition (Process Areas)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

derived measure

base measure (Appendix D: Glossary)

derived measure (Appendix D: Glossary)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

measure (noun) (Appendix D: Glossary)

Organizational Process Performance (Process Areas)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

derived requirements

derived requirements (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

design review

design review (Appendix D: Glossary)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

development

About CMMI for Services (CMMI-SVC 1.3)

Acknowledgments (Preface)

addition (Appendix D: Glossary)

Additions (Components Associated with Part Two)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

baseline (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Framework (Introduction)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-DEV (Appendix B: Acronyms)

CMMI-SVC 1.3

constellation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

Decision Analysis and Resolution (Process Areas)

definition of required functionality and quality attributes (Appendix D: Glossary)

development (Appendix D: Glossary)

Evolution of CMMI (Introduction)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

IPD-CMM (Appendix B: Acronyms)

Measurement and Analysis (Process Areas)

nondevelopmental item (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Training (Process Areas)

organization’s set of standard processes (Appendix D: Glossary)

peer review (Appendix D: Glossary)

performance parameters (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

product lifecycle (Appendix D: Glossary)

product line (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Quantitative Work Management (Process Areas)

RD (Appendix B: Acronyms)

Report Documentation Page (Appendices)

Requirements Management (Process Areas)

Service Delivery (Process Areas)

service requirements (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Provide Training (Organizational Training)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

software engineering (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SSD (Appendix B: Acronyms)

standard (noun) (Appendix D: Glossary)

Strategic Service Management (Process Areas)

supplier (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

Work Planning (Process Areas)

development plan

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

discipline

About Capability Maturity Models (Introduction)

Adopting CMMI (Using CMMI Models)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Capability Level 2: Managed (Understanding Capability Levels)

capability maturity model (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

data management (Appendix D: Glossary)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

Maturity Level 2: Managed (Understanding Maturity Levels)

Organizational Training (Process Areas)

Selections that Influence Your Program (Using CMMI Models)

Service (Understanding Key Concepts in the Use of CMMI for Services)

SG 2 Provide Training (Organizational Training)

software engineering (Appendix D: Glossary)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

document

Acknowledgments (Preface)

Additions (Components Associated with Part Two)

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

Appraisal Considerations (Using CMMI Models)

Appraisal Requirements for CMMI (Using CMMI Models)

CMMI Framework (Introduction)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

configuration identification (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

constellation (Appendix D: Glossary)

data (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

deliverable (Appendix D: Glossary)

design review (Appendix D: Glossary)

document (Appendix D: Glossary)

establish and maintain (Appendix D: Glossary)

Examples (Supporting Informative Components)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

How to Use this Document (Preface)

Information Assurance/Information Security Related Sources (Appendix A: References)

Integrated Work Management (Process Areas)

Maturity Level 1: Initial (Understanding Maturity Levels)

MDD (Appendix B: Acronyms)

memorandum of agreement (Appendix D: Glossary)

Organization of this Document (Preface)

organizational maturity (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Training (Process Areas)

organization’s process asset library (Appendix D: Glossary)

planned process (Appendix D: Glossary)

process action plan (Appendix D: Glossary)

process action team (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process description (Appendix D: Glossary)

process performance baseline (Appendix D: Glossary)

Purpose (Preface)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

requirements elicitation (Appendix D: Glossary)

Requirements Management (Process Areas)

SCAMPI Appraisal Methods (Using CMMI Models)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service agreement (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

service level agreement (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Establish Baselines (Configuration Management)

SG 1 Establish Estimates (Work Planning)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Prepare for Risk Management (Risk Management)

SG 2 Develop a Work Plan (Work Planning)

SG 2 Provide Measurement Results (Measurement and Analysis)

solicitation package (Appendix D: Glossary)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Subpractices (Components Associated with Part Two)

supplier agreement (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

work product (Appendix D: Glossary)

DoD

Appendix A: References (Appendices)

CMMI-SVC 1.3

DoD (Appendix B: Acronyms)

Information Assurance/Information Security Related Sources (Appendix A: References)

EIA

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

EIA (Appendix B: Acronyms)

EIA/IS (Appendix B: Acronyms)

Evolution of CMMI (Introduction)

process (Appendix D: Glossary)

EIA/IS

Appendix A: References (Appendices)

EIA/IS (Appendix B: Acronyms)

end user

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

customer (Appendix D: Glossary)

end user (Appendix D: Glossary)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

product (Appendix D: Glossary)

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Requirements Management (Process Areas)

Selections that Influence Your Program (Using CMMI Models)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service catalog (Appendix D: Glossary)

Service Delivery (Process Areas)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

service request (Appendix D: Glossary)

service system (Appendix D: Glossary)

service system component (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

stakeholder (Appendix D: Glossary)

Strategic Service Management (Process Areas)

work group (Appendix D: Glossary)

Work Planning (Process Areas)

work startup (Appendix D: Glossary)

enterprise

About CMMI for Services (CMMI-SVC 1.3)

CMMI for Services (Introduction)

enterprise (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Evolution of CMMI (Introduction)

Information Assurance/Information Security Related Sources (Appendix A: References)

Measurement and Analysis (Process Areas)

organization (Appendix D: Glossary)

Organizational Training (Process Areas)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

SG 1 Establish an Organizational Training Capability (Organizational Training)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

Using CMMI Models (About CMMI for Services)

entry criteria

Capability Level 3: Defined (Understanding Capability Levels)

Defined Process (Process Institutionalization)

entry criteria (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

equivalent staging

Achieving High Maturity (Tying It All Together)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain

Applying Generic Practices (Generic Goals and Generic Practices)

Configuration Management (Process Areas)

establish and maintain (Appendix D: Glossary)

Generic Practice Elaborations (Components Associated with Part Two)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Organizational Process Definition (Process Areas)

Organizational Process Performance (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Purpose Statements (Components Associated with Part Two)

Service Continuity (Process Areas)

SG 1 Prepare for Incident Resolution and Prevention (Incident Resolution and Prevention)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

Strategic Service Management (Process Areas)

Work Planning (Process Areas)

evidence

About Capability Maturity Models (Introduction)

appraisal findings (Appendix D: Glossary)

SG 2 Provide Measurement Results (Measurement and Analysis)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

example work product

example work product (Appendix D: Glossary)

Example Work Products (Components Associated with Part Two)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Organization of this Document (Preface)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

executive

executive (Appendix D: Glossary)

senior manager (Appendix D: Glossary)

exit criteria

Capability Level 3: Defined (Understanding Capability Levels)

Defined Process (Process Institutionalization)

exit criteria (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

nontechnical requirements (Appendix D: Glossary)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

expected CMMI components

expected CMMI components (Appendix D: Glossary)

FCA

FCA (Appendix B: Acronyms)

finding

appraisal findings (Appendix D: Glossary)

CMMI-SVC 1.3

findings (Appendix D: Glossary)

findings

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

CMMI-SVC 1.3

findings (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

formal evaluation process

Decision Analysis and Resolution (Process Areas)

formal evaluation process (Appendix D: Glossary)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Organizational Performance Management (Process Areas)

Organizational Training (Process Areas)

Relationships Among Process Areas (About CMMI for Services)

Risk Management (Process Areas)

Service System Development (Process Areas)

SG 1 Evaluate Alternatives (Decision Analysis and Resolution)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

framework

Acknowledgments (Preface)

Appendix A: References (Appendices)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

Evolution of CMMI (Introduction)

framework (Appendix D: Glossary)

Purpose (Preface)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

Using CMMI Models (About CMMI for Services)

functional analysis

functional analysis (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

functional architecture

architecture (Appendix D: Glossary)

definition of required functionality and quality attributes (Appendix D: Glossary)

functional analysis (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

functional configuration audit

FCA (Appendix B: Acronyms)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

generic goal

capability level (Appendix D: Glossary)

Capability Level 0: Incomplete (Understanding Capability Levels)

CMMI model component (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

generic goal (Appendix D: Glossary)

Generic Goals (Components Associated with Part Two)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

Generic Goals and Generic Practices (Generic Goals and Generic Practices)

generic practice (Appendix D: Glossary)

Generic Practices (Components Associated with Part Two)

GG (Appendix B: Acronyms)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

Maturity Level 3: Defined (Understanding Maturity Levels)

Numbering Scheme (Process Area Components)

Organization of this Document (Preface)

Overview (Generic Goals and Generic Practices)

process (Appendix D: Glossary)

Process Area Components (About CMMI for Services)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Process Institutionalization (Generic Goals and Generic Practices)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Processes (Process Institutionalization)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

specific goal (Appendix D: Glossary)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

generic practice

Advancing Through Capability Levels (Understanding Capability Levels)

Applying Generic Practices (Generic Goals and Generic Practices)

Capability Level 1: Performed (Understanding Capability Levels)

CMMI model component (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

expected CMMI components (Appendix D: Glossary)

Expected Components (Required, Expected, and Informative Components)

Generic Goals (Components Associated with Part Two)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

Generic Goals and Generic Practices (Generic Goals and Generic Practices)

generic practice (Appendix D: Glossary)

generic practice elaboration (Appendix D: Glossary)

Generic Practice Elaborations (Components Associated with Part Two)

Generic Practices (Components Associated with Part Two)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP (Appendix B: Acronyms)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Maturity Level 3: Defined (Understanding Maturity Levels)

Numbering Scheme (Process Area Components)

Organization of this Document (Preface)

Overview (Generic Goals and Generic Practices)

process (Appendix D: Glossary)

Process Area Components (About CMMI for Services)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Process Institutionalization (Generic Goals and Generic Practices)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

subpractice (Appendix D: Glossary)

Subpractices (Components Associated with Part Two)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

generic practice elaboration

generic practice elaboration (Appendix D: Glossary)

Generic Practice Elaborations (Components Associated with Part Two)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Overview (Generic Goals and Generic Practices)

goal

About CMMI for Services (CMMI-SVC 1.3)

Additions (Components Associated with Part Two)

Advancing Through Maturity Levels (Understanding Maturity Levels)

appraisal rating (Appendix D: Glossary)

capability level (Appendix D: Glossary)

Capability Level 0: Incomplete (Understanding Capability Levels)

Capability Level 1: Performed (Understanding Capability Levels)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI for Services (Introduction)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

Configuration Management (Process Areas)

Core Process Areas and CMMI Models (Process Area Components)

Decision Analysis and Resolution (Process Areas)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

Expected Components (Required, Expected, and Informative Components)

generic goal (Appendix D: Glossary)

Generic Goals (Components Associated with Part Two)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

Generic Goals and Generic Practices (Generic Goals and Generic Practices)

generic practice (Appendix D: Glossary)

Generic Practices (Components Associated with Part Two)

GG (Appendix B: Acronyms)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GG 2 Institutionalize a Managed Process (Generic Goals and Generic Practices)

GG 3 Institutionalize a Defined Process (Generic Goals and Generic Practices)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

incomplete process (Appendix D: Glossary)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Integrated Work Management (Process Areas)

maturity level (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Numbering Scheme (Process Area Components)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Overview (Generic Goals and Generic Practices)

Performed Process (Process Institutionalization)

performed process (Appendix D: Glossary)

process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process area (Appendix D: Glossary)

Process Area Components (About CMMI for Services)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

Process Institutionalization (Generic Goals and Generic Practices)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Processes (Process Institutionalization)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

Requirements Management (Process Areas)

Risk Management (Process Areas)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG (Appendix B: Acronyms)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Determine Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish an Organizational Training Capability (Organizational Training)

SG 1 Establish Baselines (Configuration Management)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Organizational Process Assets (Organizational Process Definition)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Establish Supplier Agreements (Supplier Agreement Management)

SG 1 Evaluate Alternatives (Decision Analysis and Resolution)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Manage Requirements (Requirements Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Incident Resolution and Prevention (Incident Resolution and Prevention)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 1 Prepare for Risk Management (Risk Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Coordinate and Collaborate with Relevant Stakeholders (Integrated Work Management)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop a Work Plan (Work Planning)

SG 2 Develop Service Systems (Service System Development)

SG 2 Establish Standard Services (Strategic Service Management)

SG 2 Identify and Analyze Risks (Risk Management)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Manage Corrective Action to Closure (Work Monitoring and Control)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 2 Provide Objective Insight (Process and Product Quality Assurance)

SG 2 Provide Training (Organizational Training)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Satisfy Supplier Agreements (Supplier Agreement Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 2 Track and Control Changes (Configuration Management)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SG 3 Establish Integrity (Configuration Management)

SG 3 Mitigate Risks (Risk Management)

SG 3 Obtain Commitment to the Plan (Work Planning)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

specific goal (Appendix D: Glossary)

Specific Goal and Practice Summaries (Components Associated with Part Two)

Specific Goals (Components Associated with Part Two)

specific practice (Appendix D: Glossary)

Specific Practices (Components Associated with Part Two)

staged representation (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

hardware engineering

hardware engineering (Appendix D: Glossary)

software engineering (Appendix D: Glossary)

higher level management

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

senior manager (Appendix D: Glossary)

IBM

About Capability Maturity Models (Introduction)

IBM (Appendix B: Acronyms)

IDEAL

Adopting CMMI (Using CMMI Models)

Appendix A: References (Appendices)

CMMI-SVC 1.3

IDEAL (Appendix B: Acronyms)

IEEE

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

IEEE (Appendix B: Acronyms)

standard (noun) (Appendix D: Glossary)

incomplete process

incomplete process (Appendix D: Glossary)

INCOSE

INCOSE (Appendix B: Acronyms)

informative CMMI components

informative CMMI components (Appendix D: Glossary)

institutionalization

Advancing Through Maturity Levels (Understanding Maturity Levels)

Capability Level 1: Performed (Understanding Capability Levels)

generic goal (Appendix D: Glossary)

generic practice (Appendix D: Glossary)

Generic Practices (Components Associated with Part Two)

institutionalization (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Overview (Generic Goals and Generic Practices)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Process Institutionalization (Generic Goals and Generic Practices)

integrated product and process development

Appendix A: References (Appendices)

interface control

interface control (Appendix D: Glossary)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

IPD-CMM

Evolution of CMMI (Introduction)

IPD-CMM (Appendix B: Acronyms)

ISO

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

Decision Analysis and Resolution (Process Areas)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Information Assurance/Information Security Related Sources (Appendix A: References)

ISO (Appendix B: Acronyms)

ISO/IEC (Appendix B: Acronyms)

measure (noun) (Appendix D: Glossary)

measurement (Appendix D: Glossary)

Preface (CMMI-SVC 1.3)

process (Appendix D: Glossary)

Process Areas (CMMI-SVC 1.3)

Readers Experienced with Process Improvement (How to Use this Document)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

standard (noun) (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

SVC Training Team (CMMI V1.3 Training Teams)

ISO/IEC

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

CMMI for Services (Introduction)

Information Assurance/Information Security Related Sources (Appendix A: References)

ISO/IEC (Appendix B: Acronyms)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

standard (noun) (Appendix D: Glossary)

lifecycle model

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

lifecycle model (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

product lifecycle (Appendix D: Glossary)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

tailoring guidelines (Appendix D: Glossary)

managed process

Capability Level 2: Managed (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

Generic Practices (Components Associated with Part Two)

GG 2 Institutionalize a Managed Process (Generic Goals and Generic Practices)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Process Institutionalization (Generic Goals and Generic Practices)

Relationships Among Processes (Process Institutionalization)

manager

Adopting CMMI (Using CMMI Models)

Configuration Management (Process Areas)

executive (Appendix D: Glossary)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

manager (Appendix D: Glossary)

organization (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

senior manager (Appendix D: Glossary)

SG 2 Provide Training (Organizational Training)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

systems engineering (Appendix D: Glossary)

maturity level

Achieving High Maturity (Tying It All Together)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

capability level (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI model component (Appendix D: Glossary)

Configuration Management (Process Areas)

Decision Analysis and Resolution (Process Areas)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

maturity level (Appendix D: Glossary)

Maturity Level 1: Initial (Understanding Maturity Levels)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

ML (Appendix B: Acronyms)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Process and Product Quality Assurance (Process Areas)

Process Areas (Tying It All Together)

Quantitative Work Management (Process Areas)

Relationships Among Process Areas (About CMMI for Services)

Requirements Management (Process Areas)

Risk Management (Process Areas)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

staged representation (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

MDD

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

MDD (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

measure

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendix A: References (Appendices)

base measure (Appendix D: Glossary)

Capability Level 3: Defined (Understanding Capability Levels)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

Defined Process (Process Institutionalization)

derived measure (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

MA (Appendix B: Acronyms)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

measure (noun) (Appendix D: Glossary)

measurement (Appendix D: Glossary)

Measurement and Analysis (Process Areas)

measurement result (Appendix D: Glossary)

natural bounds (Appendix D: Glossary)

organizational maturity (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

performance parameters (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process measurement (Appendix D: Glossary)

process performance (Appendix D: Glossary)

process performance model (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

requirements analysis (Appendix D: Glossary)

service level (Appendix D: Glossary)

service level agreement (Appendix D: Glossary)

service level measure (Appendix D: Glossary)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 3 Deploy Improvements (Organizational Performance Management)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

statistical process control (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

SVC Training Team (CMMI V1.3 Training Teams)

systems engineering (Appendix D: Glossary)

team (Appendix D: Glossary)

technical performance measure (Appendix D: Glossary)

Understanding Maturity Levels (Tying It All Together)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

measurement

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendix A: References (Appendices)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

MA (Appendix B: Acronyms)

measure (noun) (Appendix D: Glossary)

measurement (Appendix D: Glossary)

Measurement and Analysis (Process Areas)

measurement result (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process measurement (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 2 Provide Measurement Results (Measurement and Analysis)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SVC Training Team (CMMI V1.3 Training Teams)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

measurement result

Causal Analysis and Resolution (Process Areas)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Measurement and Analysis (Process Areas)

measurement result (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

SG 2 Provide Measurement Results (Measurement and Analysis)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

Work Monitoring and Control (Process Areas)

memorandum of agreement

memorandum of agreement (Appendix D: Glossary)

Service Delivery (Process Areas)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

Supplier Agreement Management (Process Areas)

natural bounds

natural bounds (Appendix D: Glossary)

Organizational Process Performance (Process Areas)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

NDI

achievement profile (Appendix D: Glossary)

allocated requirement (Appendix D: Glossary)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix B: Acronyms (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

appraisal findings (Appendix D: Glossary)

capability level (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

CMMI-SVC 1.3

definition of required functionality and quality attributes (Appendix D: Glossary)

delivery environment (Appendix D: Glossary)

findings (Appendix D: Glossary)

Information Assurance/Information Security Related Sources (Appendix A: References)

memorandum of agreement (Appendix D: Glossary)

NDIA (Appendix B: Acronyms)

organizational process assets (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

process measurement (Appendix D: Glossary)

product line (Appendix D: Glossary)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

service agreement (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

service incident (Appendix D: Glossary)

service level agreement (Appendix D: Glossary)

service requirements (Appendix D: Glossary)

service system component (Appendix D: Glossary)

shared vision (Appendix D: Glossary)

stakeholder (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

statistical techniques (Appendix D: Glossary)

supplier (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

target profile (Appendix D: Glossary)

team (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

unit testing (Appendix D: Glossary)

version control (Appendix D: Glossary)

NDIA

Information Assurance/Information Security Related Sources (Appendix A: References)

NDIA (Appendix B: Acronyms)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

nondevelopmental item

nondevelopmental item (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

nontechnical requirements

contractual requirements (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

service requirements (Appendix D: Glossary)

objective

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Advancing Through Capability Levels (Understanding Capability Levels)

Appendix A: References (Appendices)

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

audit (Appendix D: Glossary)

business objectives (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

capable process (Appendix D: Glossary)

Causal Analysis and Resolution (Process Areas)

CMMI for Services (Introduction)

CMMI Models (Using CMMI Models)

CobiT (Appendix B: Acronyms)

Decision Analysis and Resolution (Process Areas)

Defined Process (Process Institutionalization)

Equivalent Staging (Tying It All Together)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Managed Process (Process Institutionalization)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

objectively evaluate (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s business objectives (Appendix D: Glossary)

planned process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process improvement objectives (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

Process Institutionalization (Generic Goals and Generic Practices)

process tailoring (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

requirement (Appendix D: Glossary)

Requirements Management (Process Areas)

risk identification (Appendix D: Glossary)

Risk Management (Process Areas)

Selections that Influence Your Program (Using CMMI Models)

Service Delivery (Process Areas)

service requirements (Appendix D: Glossary)

Service System Transition (Process Areas)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Evaluate Alternatives (Decision Analysis and Resolution)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 2 Provide Objective Insight (Process and Product Quality Assurance)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Mitigate Risks (Risk Management)

shared vision (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

specific goal (Appendix D: Glossary)

Strategic Service Management (Process Areas)

systems engineering (Appendix D: Glossary)

tailoring (Appendix D: Glossary)

target profile (Appendix D: Glossary)

team (Appendix D: Glossary)

trade study (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

Using CMMI Models (About CMMI for Services)

Work Monitoring and Control (Process Areas)

objective evidence

appraisal findings (Appendix D: Glossary)

SG 2 Provide Measurement Results (Measurement and Analysis)

objectively evaluate

audit (Appendix D: Glossary)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

objectively evaluate (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

observation

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

operational concept

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

operational concept (Appendix D: Glossary)

requirements analysis (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Prepare for Service System Transition (Service System Transition)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

operational scenario

operational scenario (Appendix D: Glossary)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

organization

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

achievement profile (Appendix D: Glossary)

Achieving High Maturity (Tying It All Together)

Adopting CMMI (Using CMMI Models)

Advancing Through Capability Levels (Understanding Capability Levels)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Applying Generic Practices (Generic Goals and Generic Practices)

Appraisal Considerations (Using CMMI Models)

appraisal participants (Appendix D: Glossary)

appraisal rating (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

Audience (Preface)

business objectives (Appendix D: Glossary)

Capability Level 3: Defined (Understanding Capability Levels)

capability level profile (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI for Services (Introduction)

CMMI Models (Using CMMI Models)

CMMI Related Training (About CMMI for Services)

Configuration Management (Process Areas)

customer (Appendix D: Glossary)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

enterprise (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

Evolution of CMMI (Introduction)

Expected Components (Required, Expected, and Informative Components)

Generic Practice Elaborations (Components Associated with Part Two)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

Incident Resolution and Prevention (Process Areas)

Information Assurance/Information Security Related Sources (Appendix A: References)

Informative Components (Required, Expected, and Informative Components)

institutionalization (Appendix D: Glossary)

Integrated Work Management (Process Areas)

interface control (Appendix D: Glossary)

ISO (Appendix B: Acronyms)

ISO/IEC (Appendix B: Acronyms)

Managed Process (Process Institutionalization)

Maturity Level 1: Initial (Understanding Maturity Levels)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

OID (Appendix B: Acronyms)

OPD (Appendix B: Acronyms)

OPF (Appendix B: Acronyms)

OPM (Appendix B: Acronyms)

OPP (Appendix B: Acronyms)

organization (Appendix D: Glossary)

Organization of this Document (Preface)

organizational maturity (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organizational policy (Appendix D: Glossary)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s business objectives (Appendix D: Glossary)

organization’s measurement repository (Appendix D: Glossary)

organization’s process asset library (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

OT (Appendix B: Acronyms)

policy (Appendix D: Glossary)

Preface (CMMI-SVC 1.3)

process action team (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

process asset library (Appendix D: Glossary)

process description (Appendix D: Glossary)

process group (Appendix D: Glossary)

process improvement (Appendix D: Glossary)

process improvement objectives (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

product lifecycle (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

Readers Experienced with Process Improvement (How to Use this Document)

Readers Familiar with CMMI (How to Use this Document)

References (Supporting Informative Components)

Relationships Among Process Areas (About CMMI for Services)

Relationships Among Processes (Process Institutionalization)

Report Documentation Page (Appendices)

representation (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

return on investment (Appendix D: Glossary)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish an Organizational Training Capability (Organizational Training)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Organizational Process Assets (Organizational Process Definition)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 2 Provide Training (Organizational Training)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

specific goal (Appendix D: Glossary)

standard (noun) (Appendix D: Glossary)

standard process (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

target staging (Appendix D: Glossary)

Tying It All Together (About CMMI for Services)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

work group (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

organization's set of standard processes

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

organizational maturity

Advancing Through Maturity Levels (Understanding Maturity Levels)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

organizational maturity (Appendix D: Glossary)

organizational policy

Generic Practice Elaborations (Components Associated with Part Two)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

organizational policy (Appendix D: Glossary)

policy (Appendix D: Glossary)

organizational process assets

Capability Level 3: Defined (Understanding Capability Levels)

Defined Process (Process Institutionalization)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

References (Supporting Informative Components)

SG 1 Establish Organizational Process Assets (Organizational Process Definition)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

organizational unit

Appraisal Considerations (Using CMMI Models)

appraisal participants (Appendix D: Glossary)

appraisal rating (Appendix D: Glossary)

Capability Level 3: Defined (Understanding Capability Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

risk management (Appendix D: Glossary)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

Understanding Levels (Tying It All Together)

outsourcing

outsourcing (Appendix D: Glossary)

Service System Development (Process Areas)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

Supplier Agreement Management (Process Areas)

P-CMM

Appendix D: Glossary (Appendices)

P-CMM (Appendix B: Acronyms)

peer review

Additions (Components Associated with Part Two)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Organizational Process Performance (Process Areas)

peer review (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process element (Appendix D: Glossary)

Service System Development (Process Areas)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

performance parameters

performance parameters (Appendix D: Glossary)

performed process

Capability Level 0: Incomplete (Understanding Capability Levels)

Capability Level 1: Performed (Understanding Capability Levels)

Capability Level 2: Managed (Understanding Capability Levels)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Performed Process (Process Institutionalization)

performed process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Institutionalization (Generic Goals and Generic Practices)

Relationships Among Processes (Process Institutionalization)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

PERT

architecture (Appendix D: Glossary)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

nontechnical requirements (Appendix D: Glossary)

Organizational Training (Process Areas)

PERT (Appendix B: Acronyms)

Selections that Influence Your Program (Using CMMI Models)

service requirements (Appendix D: Glossary)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Prepare for Service System Transition (Service System Transition)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Strategic Service Management (Process Areas)

team (Appendix D: Glossary)

technical requirements (Appendix D: Glossary)

physical configuration audit

PCA (Appendix B: Acronyms)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

planned process

Equivalent Staging (Tying It All Together)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

planned process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

policy

Advancing Through Capability Levels (Understanding Capability Levels)

Capability Level 2: Managed (Understanding Capability Levels)

Generic Practice Elaborations (Components Associated with Part Two)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

organizational policy (Appendix D: Glossary)

policy (Appendix D: Glossary)

Relationships Among Processes (Process Institutionalization)

process

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

achievement profile (Appendix D: Glossary)

Achieving High Maturity (Tying It All Together)

ACQ and DEV Training Team (CMMI V1.3 Training Teams)

acquisition (Appendix D: Glossary)

addition (Appendix D: Glossary)

Additions (Components Associated with Part Two)

Adopting CMMI (Using CMMI Models)

Advancing Through Capability Levels (Understanding Capability Levels)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendix A: References (Appendices)

Applying Generic Practices (Generic Goals and Generic Practices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

Audience (Preface)

audit (Appendix D: Glossary)

capability level (Appendix D: Glossary)

Capability Level 0: Incomplete (Understanding Capability Levels)

Capability Level 1: Performed (Understanding Capability Levels)

Capability Level 2: Managed (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

capability level profile (Appendix D: Glossary)

capability maturity model (Appendix D: Glossary)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CAR (Appendix B: Acronyms)

Causal Analysis and Resolution (Process Areas)

CM (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Related Training (About CMMI for Services)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Translation Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

common cause of variation (Appendix D: Glossary)

configuration item (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

continuous representation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

DAR (Appendix B: Acronyms)

data (Appendix D: Glossary)

data management (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

definition of required functionality and quality attributes (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Example Work Products (Components Associated with Part Two)

Examples (Supporting Informative Components)

Expected Components (Required, Expected, and Informative Components)

formal evaluation process (Appendix D: Glossary)

generic goal (Appendix D: Glossary)

Generic Goals (Components Associated with Part Two)

generic practice (Appendix D: Glossary)

generic practice elaboration (Appendix D: Glossary)

Generic Practice Elaborations (Components Associated with Part Two)

Generic Practices (Components Associated with Part Two)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GG 2 Institutionalize a Managed Process (Generic Goals and Generic Practices)

GG 3 Institutionalize a Defined Process (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

How to Use this Document (Preface)

Incident Resolution and Prevention (Process Areas)

incomplete process (Appendix D: Glossary)

Integrated Work Management (Process Areas)

interface control (Appendix D: Glossary)

Introduction (About CMMI for Services)

Introductory Notes (Components Associated with Part Two)

IPM (Appendix B: Acronyms)

MA (Appendix B: Acronyms)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

maturity level (Appendix D: Glossary)

Maturity Level 1: Initial (Understanding Maturity Levels)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

natural bounds (Appendix D: Glossary)

nondevelopmental item (Appendix D: Glossary)

Notes (Supporting Informative Components)

Numbering Scheme (Process Area Components)

OID (Appendix B: Acronyms)

OPD (Appendix B: Acronyms)

OPF (Appendix B: Acronyms)

OPM (Appendix B: Acronyms)

OPP (Appendix B: Acronyms)

Organization of this Document (Preface)

organizational maturity (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s business objectives (Appendix D: Glossary)

organization’s measurement repository (Appendix D: Glossary)

organization’s process asset library (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

OT (Appendix B: Acronyms)

Overview (Generic Goals and Generic Practices)

Performed Process (Process Institutionalization)

performed process (Appendix D: Glossary)

PI (Appendix B: Acronyms)

planned process (Appendix D: Glossary)

PMC (Appendix B: Acronyms)

PP (Appendix B: Acronyms)

PPQA (Appendix B: Acronyms)

Preface (CMMI-SVC 1.3)

process (Appendix D: Glossary)

process action plan (Appendix D: Glossary)

process action team (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process and technology improvements (Appendix D: Glossary)

process architecture (Appendix D: Glossary)

process area (Appendix D: Glossary)

Process Area Components (About CMMI for Services)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

process asset library (Appendix D: Glossary)

process attribute (Appendix D: Glossary)

process capability (Appendix D: Glossary)

process definition (Appendix D: Glossary)

process description (Appendix D: Glossary)

process element (Appendix D: Glossary)

process group (Appendix D: Glossary)

process improvement (Appendix D: Glossary)

process improvement objectives (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

Process Institutionalization (Generic Goals and Generic Practices)

process measurement (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process performance (Appendix D: Glossary)

process performance baseline (Appendix D: Glossary)

process performance model (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

product component (Appendix D: Glossary)

product related lifecycle processes (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

prototype (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

QPM (Appendix B: Acronyms)

Quantitative Work Management (Process Areas)

RD (Appendix B: Acronyms)

Readers Experienced with Process Improvement (How to Use this Document)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

References (Supporting Informative Components)

Related Process Areas (Components Associated with Part Two)

Relationships Among Process Areas (About CMMI for Services)

Relationships Among Processes (Process Institutionalization)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

Report Documentation Page (Appendices)

REQM (Appendix B: Acronyms)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

requirements analysis (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

RSKM (Appendix B: Acronyms)

SAM (Appendix B: Acronyms)

SCAMPI (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

service system component (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Organizational Process Assets (Organizational Process Definition)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Evaluate Alternatives (Decision Analysis and Resolution)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Manage Requirements (Requirements Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 2 Provide Training (Organizational Training)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SG 3 Establish Integrity (Configuration Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

solicitation (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

special cause of variation (Appendix D: Glossary)

specific goal (Appendix D: Glossary)

Specific Goals (Components Associated with Part Two)

specific practice (Appendix D: Glossary)

Specific Practices (Components Associated with Part Two)

SSD (Appendix B: Acronyms)

stable process (Appendix D: Glossary)

staged representation (Appendix D: Glossary)

standard process (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

statistical process control (Appendix D: Glossary)

statistical techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

subpractice (Appendix D: Glossary)

Subpractices (Components Associated with Part Two)

subprocess (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

sustainment (Appendix D: Glossary)

systems engineering (Appendix D: Glossary)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

team (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

technical performance (Appendix D: Glossary)

training (Appendix D: Glossary)

TS (Appendix B: Acronyms)

Tying It All Together (About CMMI for Services)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

Using CMMI Models (About CMMI for Services)

VAL (Appendix B: Acronyms)

VER (Appendix B: Acronyms)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

work product (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

process action plan

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Organizational Process Focus (Process Areas)

process action plan (Appendix D: Glossary)

process action team (Appendix D: Glossary)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

process action team

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

process action team (Appendix D: Glossary)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

process and technology improvements

Advancing Through Capability Levels (Understanding Capability Levels)

Organizational Performance Management (Process Areas)

process and technology improvements (Appendix D: Glossary)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

process architecture

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Organizational Process Definition (Process Areas)

process architecture (Appendix D: Glossary)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

process area

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

achievement profile (Appendix D: Glossary)

Achieving High Maturity (Tying It All Together)

addition (Appendix D: Glossary)

Additions (Components Associated with Part Two)

Advancing Through Capability Levels (Understanding Capability Levels)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Applying Generic Practices (Generic Goals and Generic Practices)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

capability level (Appendix D: Glossary)

Capability Level 1: Performed (Understanding Capability Levels)

capability level profile (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CAR (Appendix B: Acronyms)

Causal Analysis and Resolution (Process Areas)

CM (Appendix B: Acronyms)

CMMI for Services (Introduction)

CMMI model component (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

Configuration Management (Process Areas)

continuous representation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

DAR (Appendix B: Acronyms)

Decision Analysis and Resolution (Process Areas)

Equivalent Staging (Tying It All Together)

Example Work Products (Components Associated with Part Two)

Examples (Supporting Informative Components)

generic goal (Appendix D: Glossary)

Generic Goals (Components Associated with Part Two)

generic practice (Appendix D: Glossary)

generic practice elaboration (Appendix D: Glossary)

Generic Practice Elaborations (Components Associated with Part Two)

Generic Practices (Components Associated with Part Two)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

incomplete process (Appendix D: Glossary)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

Introductory Notes (Components Associated with Part Two)

IPM (Appendix B: Acronyms)

MA (Appendix B: Acronyms)

maturity level (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Notes (Supporting Informative Components)

Numbering Scheme (Process Area Components)

OID (Appendix B: Acronyms)

OPD (Appendix B: Acronyms)

OPF (Appendix B: Acronyms)

OPM (Appendix B: Acronyms)

OPP (Appendix B: Acronyms)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

OT (Appendix B: Acronyms)

Overview (Generic Goals and Generic Practices)

Performed Process (Process Institutionalization)

performed process (Appendix D: Glossary)

PI (Appendix B: Acronyms)

PMC (Appendix B: Acronyms)

PP (Appendix B: Acronyms)

PPQA (Appendix B: Acronyms)

process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process area (Appendix D: Glossary)

Process Area Components (About CMMI for Services)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

product component (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose Statements (Components Associated with Part Two)

QPM (Appendix B: Acronyms)

Quantitative Work Management (Process Areas)

RD (Appendix B: Acronyms)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

References (Supporting Informative Components)

Related Process Areas (Components Associated with Part Two)

Relationships Among Process Areas (About CMMI for Services)

Relationships Among Processes (Process Institutionalization)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

REQM (Appendix B: Acronyms)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

Requirements Management (Process Areas)

Risk Management (Process Areas)

RSKM (Appendix B: Acronyms)

SAM (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Manage Requirements (Requirements Management)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

specific goal (Appendix D: Glossary)

Specific Goals (Components Associated with Part Two)

specific practice (Appendix D: Glossary)

Specific Practices (Components Associated with Part Two)

SSD (Appendix B: Acronyms)

staged representation (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Subpractices (Components Associated with Part Two)

Supplier Agreement Management (Process Areas)

target profile (Appendix D: Glossary)

TS (Appendix B: Acronyms)

Tying It All Together (About CMMI for Services)

Typographical Conventions (Process Area Components)

Understanding Capability Levels (Tying It All Together)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

VAL (Appendix B: Acronyms)

VER (Appendix B: Acronyms)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

process asset

Capability Level 3: Defined (Understanding Capability Levels)

Defined Process (Process Institutionalization)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Organizational Performance Management (Process Areas)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s process asset library (Appendix D: Glossary)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process asset (Appendix D: Glossary)

process asset library (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

References (Supporting Informative Components)

SG 1 Establish Organizational Process Assets (Organizational Process Definition)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

process asset library

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

organizational process assets (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

organization’s process asset library (Appendix D: Glossary)

process asset library (Appendix D: Glossary)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

process attribute

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Organizational Process Performance (Process Areas)

process attribute (Appendix D: Glossary)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

process capability

Appendix A: References (Appendices)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

process attribute (Appendix D: Glossary)

process capability (Appendix D: Glossary)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

process definition

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Measurement and Analysis (Process Areas)

OPD (Appendix B: Acronyms)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Training (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process definition (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

References (Supporting Informative Components)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

Strategic Service Management (Process Areas)

process description

About Capability Maturity Models (Introduction)

Capability Level 2: Managed (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

Configuration Management (Process Areas)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

Examples (Supporting Informative Components)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 3: Defined (Understanding Maturity Levels)

organizational process assets (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process description (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

subprocess (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

work product (Appendix D: Glossary)

process element

Defined Process (Process Institutionalization)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Organizational Process Definition (Process Areas)

organization’s set of standard processes (Appendix D: Glossary)

process (Appendix D: Glossary)

process architecture (Appendix D: Glossary)

process element (Appendix D: Glossary)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

standard process (Appendix D: Glossary)

subprocess (Appendix D: Glossary)

process group

Adopting CMMI (Using CMMI Models)

Advancing Through Maturity Levels (Understanding Maturity Levels)

CMMI Related Training (About CMMI for Services)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

Organizational Process Focus (Process Areas)

Process and Product Quality Assurance (Process Areas)

process group (Appendix D: Glossary)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

Using CMMI Appraisals (Using CMMI Models)

process improvement

About Capability Maturity Models (Introduction)

About Process Improvement (Introduction)

Adopting CMMI (Using CMMI Models)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Appendix A: References (Appendices)

Appraisal Considerations (Using CMMI Models)

appraisal findings (Appendix D: Glossary)

Audience (Preface)

capability level (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Related Training (About CMMI for Services)

continuous representation (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

How to Use this Document (Preface)

maturity level (Appendix D: Glossary)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

process action team (Appendix D: Glossary)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process improvement (Appendix D: Glossary)

process improvement objectives (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

Process Institutionalization (Generic Goals and Generic Practices)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Readers Experienced with Process Improvement (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Report Documentation Page (Appendices)

required CMMI components (Appendix D: Glossary)

Required Components (Required, Expected, and Informative Components)

SCAMPI (Appendix B: Acronyms)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Manage Business Performance (Organizational Performance Management)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

Structures of the Continuous and Staged Representations (Tying It All Together)

subpractice (Appendix D: Glossary)

Subpractices (Components Associated with Part Two)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

Tying It All Together (About CMMI for Services)

Understanding Capability Levels (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Using CMMI Models (About CMMI for Services)

Your Process Improvement Program (Using CMMI Models)

process improvement objectives

Equivalent Staging (Tying It All Together)

process improvement objectives (Appendix D: Glossary)

process improvement plan (Appendix D: Glossary)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

process improvement plan

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Organizational Process Focus (Process Areas)

process improvement plan (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

process measurement

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

process measurement (Appendix D: Glossary)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

process owner

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

process owner (Appendix D: Glossary)

SG 2 Plan and Implement Process Actions (Organizational Process Focus)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

process performance

Advancing Through Capability Levels (Understanding Capability Levels)

capable process (Appendix D: Glossary)

Causal Analysis and Resolution (Process Areas)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

natural bounds (Appendix D: Glossary)

OPP (Appendix B: Acronyms)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

organization’s business objectives (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

process improvement (Appendix D: Glossary)

process performance (Appendix D: Glossary)

process performance baseline (Appendix D: Glossary)

process performance model (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Service System Transition (Process Areas)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

statistical process control (Appendix D: Glossary)

statistical techniques (Appendix D: Glossary)

Strategic Service Management (Process Areas)

process performance baseline

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

process performance baseline (Appendix D: Glossary)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Manage Business Performance (Organizational Performance Management)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

process performance model

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

process performance model (Appendix D: Glossary)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

process tailoring

process tailoring (Appendix D: Glossary)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

product

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Acknowledgments (Preface)

acquirer (Appendix D: Glossary)

acquisition (Appendix D: Glossary)

acquisition strategy (Appendix D: Glossary)

Advancing Through Capability Levels (Understanding Capability Levels)

Advancing Through Maturity Levels (Understanding Maturity Levels)

allocated requirement (Appendix D: Glossary)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

appraisal (Appendix D: Glossary)

architecture (Appendix D: Glossary)

audit (Appendix D: Glossary)

baseline (Appendix D: Glossary)

Capability Level 1: Performed (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

change management (Appendix D: Glossary)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI Models (Using CMMI Models)

CMMI Product Suite (Appendix D: Glossary)

CMMI Steering Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

configuration baseline (Appendix D: Glossary)

configuration identification (Appendix D: Glossary)

configuration item (Appendix D: Glossary)

Configuration Management (Process Areas)

contractual requirements (Appendix D: Glossary)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

defect density (Appendix D: Glossary)

Defined Process (Process Institutionalization)

definition of required functionality and quality attributes (Appendix D: Glossary)

deliverable (Appendix D: Glossary)

derived requirements (Appendix D: Glossary)

development (Appendix D: Glossary)

end user (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

Evolution of CMMI (Introduction)

example work product (Appendix D: Glossary)

Example Work Products (Components Associated with Part Two)

Examples (Supporting Informative Components)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

Generic Practices (Components Associated with Part Two)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

IPD-CMM (Appendix B: Acronyms)

lifecycle model (Appendix D: Glossary)

Managed Process (Process Institutionalization)

manager (Appendix D: Glossary)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

nontechnical requirements (Appendix D: Glossary)

objectively evaluate (Appendix D: Glossary)

operational scenario (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

peer review (Appendix D: Glossary)

performed process (Appendix D: Glossary)

PI (Appendix B: Acronyms)

PPQA (Appendix B: Acronyms)

Preface (CMMI-SVC 1.3)

Process and Product Quality Assurance (Process Areas)

process and technology improvements (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process improvement objectives (Appendix D: Glossary)

process measurement (Appendix D: Glossary)

process performance (Appendix D: Glossary)

process performance model (Appendix D: Glossary)

product (Appendix D: Glossary)

product baseline (Appendix D: Glossary)

product component (Appendix D: Glossary)

product component requirements (Appendix D: Glossary)

product lifecycle (Appendix D: Glossary)

product line (Appendix D: Glossary)

product related lifecycle processes (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

product suite (Appendix D: Glossary)

project (Appendix D: Glossary)

project plan (Appendix D: Glossary)

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

prototype (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Relationships Among Processes (Process Institutionalization)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

requirements analysis (Appendix D: Glossary)

Requirements Management (Process Areas)

return on investment (Appendix D: Glossary)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

service line (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Establish Baselines (Configuration Management)

SG 1 Establish Estimates (Work Planning)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Requirements (Requirements Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Track and Control Changes (Configuration Management)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

stakeholder (Appendix D: Glossary)

supplier (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

sustainment (Appendix D: Glossary)

team (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

technical performance (Appendix D: Glossary)

technical requirements (Appendix D: Glossary)

training (Appendix D: Glossary)

Using CMMI Models (About CMMI for Services)

validation (Appendix D: Glossary)

verification (Appendix D: Glossary)

version control (Appendix D: Glossary)

work breakdown structure (WBS) (Appendix D: Glossary)

work group (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

work plan (Appendix D: Glossary)

Work Planning (Process Areas)

work product (Appendix D: Glossary)

work product and task attributes (Appendix D: Glossary)

work startup (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

product baseline

baseline (Appendix D: Glossary)

product baseline (Appendix D: Glossary)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

product component

configuration baseline (Appendix D: Glossary)

Measurement and Analysis (Process Areas)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product component requirements (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

prototype (Appendix D: Glossary)

requirement (Appendix D: Glossary)

Requirements Management (Process Areas)

Service System Development (Process Areas)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

Supplier Agreement Management (Process Areas)

technical data package (Appendix D: Glossary)

work product (Appendix D: Glossary)

product component requirements

product component requirements (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

Requirements Management (Process Areas)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

product lifecycle

configuration baseline (Appendix D: Glossary)

product lifecycle (Appendix D: Glossary)

product line

Configuration Management (Process Areas)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

product line (Appendix D: Glossary)

service line (Appendix D: Glossary)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

Work Planning (Process Areas)

product related lifecycle processes

product related lifecycle processes (Appendix D: Glossary)

product requirements

derived requirements (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

SG 1 Establish Estimates (Work Planning)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

product suite

Acknowledgments (Preface)

appraisal (Appendix D: Glossary)

CMMI Framework (Appendix D: Glossary)

CMMI model (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

manager (Appendix D: Glossary)

peer review (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product suite (Appendix D: Glossary)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

stakeholder (Appendix D: Glossary)

Your Process Improvement Program (Using CMMI Models)

profile

achievement profile (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Process Areas (Tying It All Together)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

Using CMMI Appraisals (Using CMMI Models)

program

API (Appendix B: Acronyms)

CMMI-SVC 1.3

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

Organizational Training (Process Areas)

PERT (Appendix B: Acronyms)

process improvement (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

Service Delivery (Process Areas)

SG 1 Establish an Organizational Training Capability (Organizational Training)

SG 1 Prepare for Risk Management (Risk Management)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

Steering Group Support (CMMI Steering Group)

Using CMMI Models (About CMMI for Services)

Your Process Improvement Program (Using CMMI Models)

project

Acknowledgments (Preface)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Capacity and Availability Management (Process Areas)

CMMI Steering Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

customer (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

establish and maintain (Appendix D: Glossary)

Evolution of CMMI (Introduction)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

IPM (Appendix B: Acronyms)

lifecycle model (Appendix D: Glossary)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

organization (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

organization’s set of standard processes (Appendix D: Glossary)

PMC (Appendix B: Acronyms)

PP (Appendix B: Acronyms)

Process Areas (Tying It All Together)

process asset library (Appendix D: Glossary)

process description (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

project (Appendix D: Glossary)

project plan (Appendix D: Glossary)

project progress and performance (Appendix D: Glossary)

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

QPM (Appendix B: Acronyms)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships that Drive Service Management (Relationships Among Process Areas)

Report Documentation Page (Appendices)

requirements analysis (Appendix D: Glossary)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

Service Continuity (Process Areas)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Manage Requirements (Requirements Management)

SG 2 Provide Training (Organizational Training)

shared vision (Appendix D: Glossary)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

stakeholder (Appendix D: Glossary)

statistical and other quantitative techniques (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

team (Appendix D: Glossary)

work group (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

project plan

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

PP (Appendix B: Acronyms)

project plan (Appendix D: Glossary)

project progress and performance (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

project progress and performance

project progress and performance (Appendix D: Glossary)

project startup

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

prototype

Capacity and Availability Management (Process Areas)

Decision Analysis and Resolution (Process Areas)

prototype (Appendix D: Glossary)

requirements elicitation (Appendix D: Glossary)

SG 2 Develop Service Systems (Service System Development)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

QFD

QFD (Appendix B: Acronyms)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

quality

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Adopting CMMI (Using CMMI Models)

Advancing Through Capability Levels (Understanding Capability Levels)

Appendices (CMMI-SVC 1.3)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

architecture (Appendix D: Glossary)

capability maturity model (Appendix D: Glossary)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

definition of required functionality and quality attributes (Appendix D: Glossary)

Examples (Supporting Informative Components)

functional architecture (Appendix D: Glossary)

Generic Goals and Generic Practices (CMMI-SVC 1.3)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

objectively evaluate (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

Organizational Process Performance (Process Areas)

organization’s business objectives (Appendix D: Glossary)

PPQA (Appendix B: Acronyms)

Preface (CMMI-SVC 1.3)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas (CMMI-SVC 1.3)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process improvement objectives (Appendix D: Glossary)

Purpose (Preface)

QFD (Appendix B: Acronyms)

Quantitative Work Management (Process Areas)

requirements analysis (Appendix D: Glossary)

SCAMPI Appraisal Methods (Using CMMI Models)

Selections that Influence Your Program (Using CMMI Models)

service catalog (Appendix D: Glossary)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

service level (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Provide Training (Organizational Training)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Strategic Service Management (Process Areas)

Using CMMI Models (About CMMI for Services)

quality and process-performance objectives

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

quality assurance

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

Examples (Supporting Informative Components)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 2: Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

objectively evaluate (Appendix D: Glossary)

PPQA (Appendix B: Acronyms)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Quantitative Work Management (Process Areas)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

quantitative objective

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

organization’s business objectives (Appendix D: Glossary)

process improvement objectives (Appendix D: Glossary)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

rating

Adopting CMMI (Using CMMI Models)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI Framework (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Measurement and Analysis (Process Areas)

Organizational Training (Process Areas)

product line (Appendix D: Glossary)

project plan (Appendix D: Glossary)

prototype (Appendix D: Glossary)

SCAMPI Appraisal Methods (Using CMMI Models)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 2 Prepare for Service Delivery (Service Delivery)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

Supplier Agreement Management (Process Areas)

technical data package (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

work plan (Appendix D: Glossary)

Work Planning (Process Areas)

reference

Additions (Components Associated with Part Two)

Appendix A: References (Appendices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal reference model (Appendix D: Glossary)

Audience (Preface)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

Configuration Management (Process Areas)

Decision Analysis and Resolution (Process Areas)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Generic Goals and Generic Practices (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

Measurement and Analysis (Process Areas)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Purpose (Preface)

Quantitative Work Management (Process Areas)

Readers New to Process Improvement (How to Use this Document)

References (Supporting Informative Components)

Related Process Areas (Components Associated with Part Two)

Relationships Among Process Areas (About CMMI for Services)

Report Documentation Page (Appendices)

Requirements Management (Process Areas)

Risk Management (Process Areas)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 1 Manage Requirements (Requirements Management)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

Supporting Informative Components (Process Area Components)

Understanding Levels (Tying It All Together)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

reference model

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal reference model (Appendix D: Glossary)

Audience (Preface)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Organizational Process Focus (Process Areas)

Report Documentation Page (Appendices)

relevant stakeholder

Adopting CMMI (Using CMMI Models)

Capability Level 2: Managed (Understanding Capability Levels)

CMMI Models (Using CMMI Models)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

relevant stakeholder (Appendix D: Glossary)

Risk Management (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Coordinate and Collaborate with Relevant Stakeholders (Integrated Work Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

stakeholder (Appendix D: Glossary)

Work Planning (Process Areas)

representation

About Capability Maturity Models (Introduction)

Achieving High Maturity (Tying It All Together)

Capacity and Availability Management (Process Areas)

continuous representation (Appendix D: Glossary)

data (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Process Areas (Tying It All Together)

representation (Appendix D: Glossary)

requirement (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

Service System Development (Process Areas)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

staged representation (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

Understanding Capability Levels (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

Work Planning (Process Areas)

required CMMI components

required CMMI components (Appendix D: Glossary)

requirement

acquisition strategy (Appendix D: Glossary)

Advancing Through Maturity Levels (Understanding Maturity Levels)

allocated requirement (Appendix D: Glossary)

Appendix A: References (Appendices)

Appraisal Considerations (Using CMMI Models)

Appraisal Requirements for CMMI (Using CMMI Models)

ARC (Appendix B: Acronyms)

audit (Appendix D: Glossary)

bidirectional traceability (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

configuration audit (Appendix D: Glossary)

configuration management (Appendix D: Glossary)

Configuration Management (Process Areas)

contractual requirements (Appendix D: Glossary)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

data management (Appendix D: Glossary)

definition of required functionality and quality attributes (Appendix D: Glossary)

derived requirements (Appendix D: Glossary)

design review (Appendix D: Glossary)

functional analysis (Appendix D: Glossary)

functional architecture (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

Information Assurance/Information Security Related Sources (Appendix A: References)

Integrated Work Management (Process Areas)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

nondevelopmental item (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

objectively evaluate (Appendix D: Glossary)

operational scenario (Appendix D: Glossary)

Organizational Process Performance (Process Areas)

planned process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

process description (Appendix D: Glossary)

Process Institutionalization (Generic Goals and Generic Practices)

product component requirements (Appendix D: Glossary)

product line (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

prototype (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

RD (Appendix B: Acronyms)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

REQM (Appendix B: Acronyms)

requirement (Appendix D: Glossary)

requirements analysis (Appendix D: Glossary)

requirements elicitation (Appendix D: Glossary)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

requirements traceability (Appendix D: Glossary)

service (Appendix D: Glossary)

Service Delivery (Process Areas)

service requirements (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Requirements (Requirements Management)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 2 Develop a Work Plan (Work Planning)

SG 2 Develop Service Systems (Service System Development)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

standard (noun) (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

technical data package (Appendix D: Glossary)

technical performance (Appendix D: Glossary)

technical performance measure (Appendix D: Glossary)

technical requirements (Appendix D: Glossary)

traceability (Appendix D: Glossary)

training (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

verification (Appendix D: Glossary)

Work Planning (Process Areas)

requirements analysis

requirements analysis (Appendix D: Glossary)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

requirements elicitation

requirements elicitation (Appendix D: Glossary)

requirements management

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

REQM (Appendix B: Acronyms)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

Service System Development (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Requirements (Requirements Management)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

Work Planning (Process Areas)

requirements traceability

bidirectional traceability (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

requirements traceability (Appendix D: Glossary)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

traceability (Appendix D: Glossary)

return on investment

return on investment (Appendix D: Glossary)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

risk analysis

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

risk analysis (Appendix D: Glossary)

SG 2 Identify and Analyze Risks (Risk Management)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

risk identification

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

Quantitative Work Management (Process Areas)

risk identification (Appendix D: Glossary)

Risk Management (Process Areas)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

risk management

Decision Analysis and Resolution (Process Areas)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Related Process Areas (Components Associated with Part Two)

Requirements Management (Process Areas)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

RSKM (Appendix B: Acronyms)

Service Continuity (Process Areas)

SG 1 Prepare for Risk Management (Risk Management)

SG 2 Identify and Analyze Risks (Risk Management)

SG 3 Mitigate Risks (Risk Management)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

Work Planning (Process Areas)

risk management strategy

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Risk Management (Process Areas)

SG 1 Prepare for Risk Management (Risk Management)

SG 2 Identify and Analyze Risks (Risk Management)

SG 3 Mitigate Risks (Risk Management)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

root cause

Causal Analysis and Resolution (Process Areas)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Quantitative Work Management (Process Areas)

SG 1 Determine Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SA-CMM

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

SA-CMM (Appendix B: Acronyms)

SCAMPI

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

appraisal scope (Appendix D: Glossary)

CMMI Related Training (About CMMI for Services)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

Equivalent Staging (Tying It All Together)

SCAMPI (Appendix B: Acronyms)

SCAMPI Appraisal Methods (Using CMMI Models)

SECM

Evolution of CMMI (Introduction)

SECM (Appendix B: Acronyms)

SEI

About Capability Maturity Models (Introduction)

About Process Improvement (Introduction)

Additional Information and Reader Feedback (Preface)

Adopting CMMI (Using CMMI Models)

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

Appraisal Requirements for CMMI (Using CMMI Models)

CMMI Related Training (About CMMI for Services)

CMMI-SVC 1.3

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Preface (CMMI-SVC 1.3)

Purpose (Preface)

Readers Familiar with CMMI (How to Use this Document)

Report Documentation Page (Appendices)

SCAMPI Appraisal Methods (Using CMMI Models)

SEI (Appendix B: Acronyms)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

Understanding Levels (Tying It All Together)

Using CMMI Appraisals (Using CMMI Models)

senior manager

Adopting CMMI (Using CMMI Models)

executive (Appendix D: Glossary)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

higher level management (Appendix D: Glossary)

organization (Appendix D: Glossary)

senior manager (Appendix D: Glossary)

service

About CMMI for Services (CMMI-SVC 1.3)

About Process Improvement (Introduction)

Acknowledgments (Preface)

acquirer (Appendix D: Glossary)

acquisition (Appendix D: Glossary)

acquisition strategy (Appendix D: Glossary)

addition (Appendix D: Glossary)

Additions (Components Associated with Part Two)

Adopting CMMI (Using CMMI Models)

Advancing Through Maturity Levels (Understanding Maturity Levels)

allocated requirement (Appendix D: Glossary)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Appendix D: Glossary (Appendices)

architecture (Appendix D: Glossary)

Audience (Preface)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

change management (Appendix D: Glossary)

CMMI for Services (Introduction)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Framework (Introduction)

CMMI Related Training (About CMMI for Services)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC (Appendix B: Acronyms)

CMMI-SVC 1.3

Configuration Management (Process Areas)

constellation (Appendix D: Glossary)

contractual requirements (Appendix D: Glossary)

Core Process Areas and CMMI Models (Process Area Components)

customer (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

Defined Process (Process Institutionalization)

definition of required functionality and quality attributes (Appendix D: Glossary)

deliverable (Appendix D: Glossary)

delivery environment (Appendix D: Glossary)

derived requirements (Appendix D: Glossary)

development (Appendix D: Glossary)

end user (Appendix D: Glossary)

Evolution of CMMI (Introduction)

Generic Practices (Components Associated with Part Two)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

How to Use this Document (Preface)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

lifecycle model (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 1: Initial (Understanding Maturity Levels)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

nontechnical requirements (Appendix D: Glossary)

operational scenario (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Preface (CMMI-SVC 1.3)

Process and Product Quality Assurance (Process Areas)

process and technology improvements (Appendix D: Glossary)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

process improvement objectives (Appendix D: Glossary)

process measurement (Appendix D: Glossary)

process performance (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

product component requirements (Appendix D: Glossary)

product lifecycle (Appendix D: Glossary)

product line (Appendix D: Glossary)

product related lifecycle processes (Appendix D: Glossary)

product requirements (Appendix D: Glossary)

project (Appendix D: Glossary)

project startup (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

prototype (Appendix D: Glossary)

Purpose (Preface)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships Among Process Areas (About CMMI for Services)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Relationships that Drive Service Management (Relationships Among Process Areas)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

requirements analysis (Appendix D: Glossary)

Requirements Management (Process Areas)

return on investment (Appendix D: Glossary)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service agreement (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

service incident (Appendix D: Glossary)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

service level (Appendix D: Glossary)

service level agreement (Appendix D: Glossary)

service level measure (Appendix D: Glossary)

service line (Appendix D: Glossary)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

service request (Appendix D: Glossary)

service requirements (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

service system component (Appendix D: Glossary)

service system consumable (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Requirements (Requirements Management)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Incident Resolution and Prevention (Incident Resolution and Prevention)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Establish Standard Services (Strategic Service Management)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 2 Provide Training (Organizational Training)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

SSD (Appendix B: Acronyms)

standard (noun) (Appendix D: Glossary)

Strategic Service Management (Process Areas)

supplier (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

sustainment (Appendix D: Glossary)

tailoring (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

technical performance (Appendix D: Glossary)

technical requirements (Appendix D: Glossary)

training (Appendix D: Glossary)

Tying It All Together (About CMMI for Services)

Understanding Key Concepts in the Use of CMMI for Services (Tying It All Together)

Understanding Levels (Tying It All Together)

Using CMMI Models (About CMMI for Services)

validation (Appendix D: Glossary)

work breakdown structure (WBS) (Appendix D: Glossary)

work group (Appendix D: Glossary)

Work Planning (Process Areas)

work product (Appendix D: Glossary)

work product and task attributes (Appendix D: Glossary)

work startup (Appendix D: Glossary)

service agreement

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

delivery environment (Appendix D: Glossary)

end user (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Relationships that Drive Service Establishment and Delivery (Relationships Among Process Areas)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service agreement (Appendix D: Glossary)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

service level agreement (Appendix D: Glossary)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

service request (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Prepare for Incident Resolution and Prevention (Incident Resolution and Prevention)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 3 Deliver Services (Service Delivery)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Strategic Service Management (Process Areas)

tailoring (Appendix D: Glossary)

service catalog

service catalog (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

Strategic Service Management (Process Areas)

service incident

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

service incident (Appendix D: Glossary)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 3 Deliver Services (Service Delivery)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

service level

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Requirements Management (Process Areas)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

service catalog (Appendix D: Glossary)

Service Delivery (Process Areas)

service level (Appendix D: Glossary)

service level agreement (Appendix D: Glossary)

service level measure (Appendix D: Glossary)

service line (Appendix D: Glossary)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

service level agreement

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Service Agreement (Understanding Key Concepts in the Use of CMMI for Services)

Service Delivery (Process Areas)

service level agreement (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

Supplier Agreement Management (Process Areas)

service level measure

service level (Appendix D: Glossary)

service level measure (Appendix D: Glossary)

service line

product line (Appendix D: Glossary)

service line (Appendix D: Glossary)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

service request

Capacity and Availability Management (Process Areas)

end user (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Service Delivery (Process Areas)

Service Incident (Understanding Key Concepts in the Use of CMMI for Services)

Service Request (Understanding Key Concepts in the Use of CMMI for Services)

service request (Appendix D: Glossary)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 3 Deliver Services (Service Delivery)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

Work Planning (Process Areas)

service requirements

Capacity and Availability Management (Process Areas)

Requirements Management (Process Areas)

service (Appendix D: Glossary)

service requirements (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

service system

addition (Appendix D: Glossary)

Additions (Components Associated with Part Two)

architecture (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

definition of required functionality and quality attributes (Appendix D: Glossary)

delivery environment (Appendix D: Glossary)

development (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Introduction (About CMMI for Services)

Measurement and Analysis (Process Areas)

Organizational Process Performance (Process Areas)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

product component (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Purpose (Preface)

Quantitative Work Management (Process Areas)

Requirements Management (Process Areas)

Risk Management (Process Areas)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

service requirements (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

service system component (Appendix D: Glossary)

service system consumable (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Prepare for Capacity and Availability Management (Capacity and Availability Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 2 Prepare for Service Delivery (Service Delivery)

SG 3 Deliver Services (Service Delivery)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

SSD (Appendix B: Acronyms)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

Work Planning (Process Areas)

service system component

Capacity and Availability Management (Process Areas)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Process and Product Quality Assurance (Process Areas)

Service Delivery (Process Areas)

service system (Appendix D: Glossary)

service system component (Appendix D: Glossary)

service system consumable (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Deploy the Service System (Service System Transition)

SG 2 Develop Service Systems (Service System Development)

SG 2 Monitor and Analyze Capacity and Availability (Capacity and Availability Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Strategic Service Management (Process Areas)

service system consumable

service system consumable (Appendix D: Glossary)

Service System Development (Process Areas)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

shared vision

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

shared vision (Appendix D: Glossary)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

software engineering

About Process Improvement (Introduction)

ACQ and DEV Training Team (CMMI V1.3 Training Teams)

Appendix A: References (Appendices)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 High Maturity Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Translation Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

Ex-Officio Steering Group Members (CMMI Steering Group)

hardware engineering (Appendix D: Glossary)

Preface (CMMI-SVC 1.3)

Report Documentation Page (Appendices)

SEI (Appendix B: Acronyms)

software engineering (Appendix D: Glossary)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

Steering Group Members (CMMI Steering Group)

Steering Group Support (CMMI Steering Group)

SVC Training Team (CMMI V1.3 Training Teams)

systems engineering (Appendix D: Glossary)

solicitation

contractual requirements (Appendix D: Glossary)

Integrated Work Management (Process Areas)

solicitation (Appendix D: Glossary)

solicitation package (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

solicitation package

contractual requirements (Appendix D: Glossary)

solicitation (Appendix D: Glossary)

solicitation package (Appendix D: Glossary)

special cause of variation

common cause of variation (Appendix D: Glossary)

special cause of variation (Appendix D: Glossary)

specific goal

Additions (Components Associated with Part Two)

Advancing Through Maturity Levels (Understanding Maturity Levels)

capability level (Appendix D: Glossary)

Capability Level 0: Incomplete (Understanding Capability Levels)

Capability Level 1: Performed (Understanding Capability Levels)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI model component (Appendix D: Glossary)

Configuration Management (Process Areas)

Decision Analysis and Resolution (Process Areas)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

Incident Resolution and Prevention (Process Areas)

incomplete process (Appendix D: Glossary)

Integrated Work Management (Process Areas)

Measurement and Analysis (Process Areas)

Numbering Scheme (Process Area Components)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

Performed Process (Process Institutionalization)

performed process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Readers New to Process Improvement (How to Use this Document)

Relationships Among Processes (Process Institutionalization)

required CMMI components (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG (Appendix B: Acronyms)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Establish Baselines (Configuration Management)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 2 Track and Control Changes (Configuration Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SG 3 Establish Integrity (Configuration Management)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

specific goal (Appendix D: Glossary)

Specific Goal and Practice Summaries (Components Associated with Part Two)

Specific Goals (Components Associated with Part Two)

specific practice (Appendix D: Glossary)

Specific Practices (Components Associated with Part Two)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Supplier Agreement Management (Process Areas)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

specific practice

Additions (Components Associated with Part Two)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Causal Analysis and Resolution (Process Areas)

CMMI model component (Appendix D: Glossary)

example work product (Appendix D: Glossary)

Example Work Products (Components Associated with Part Two)

Examples (Supporting Informative Components)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

Incident Resolution and Prevention (Process Areas)

Notes (Supporting Informative Components)

Numbering Scheme (Process Area Components)

Organizational Performance Management (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Readers Familiar with CMMI (How to Use this Document)

References (Supporting Informative Components)

Relationships Among Process Areas (About CMMI for Services)

Risk Management (Process Areas)

Service Continuity (Process Areas)

Service System Development (Process Areas)

SG 1 Align Measurement and Analysis Activities (Measurement and Analysis)

SG 1 Establish Baselines (Configuration Management)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Track and Control Changes (Configuration Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP (Appendix B: Acronyms)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

Specific Goal and Practice Summaries (Components Associated with Part Two)

specific practice (Appendix D: Glossary)

Specific Practices (Components Associated with Part Two)

Strategic Service Management (Process Areas)

Structures of the Continuous and Staged Representations (Tying It All Together)

Subpractices (Components Associated with Part Two)

Supplier Agreement Management (Process Areas)

Work Planning (Process Areas)

SPI

Maturity Level 1: Initial (Understanding Maturity Levels)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

SG 3 Deliver Services (Service Delivery)

SG 3 Mitigate Risks (Risk Management)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SPI (Appendix B: Acronyms)

Supplier Agreement Management (Process Areas)

stable process

capable process (Appendix D: Glossary)

stable process (Appendix D: Glossary)

staged representation

Achieving High Maturity (Tying It All Together)

continuous representation (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Process Areas (Tying It All Together)

representation (Appendix D: Glossary)

staged representation (Appendix D: Glossary)

Structures of the Continuous and Staged Representations (Tying It All Together)

Understanding Levels (Tying It All Together)

Understanding Maturity Levels (Tying It All Together)

stakeholder

Acknowledgments (Preface)

acquirer (Appendix D: Glossary)

Adopting CMMI (Using CMMI Models)

Capability Level 2: Managed (Understanding Capability Levels)

CMMI Models (Using CMMI Models)

customer (Appendix D: Glossary)

customer requirement (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

hardware engineering (Appendix D: Glossary)

Incident Resolution and Prevention (Process Areas)

Integrated Work Management (Process Areas)

managed process (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

relevant stakeholder (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

service catalog (Appendix D: Glossary)

service system (Appendix D: Glossary)

Service System Development (Process Areas)

Service System Transition (Process Areas)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Manage Requirements (Requirements Management)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Coordinate and Collaborate with Relevant Stakeholders (Integrated Work Management)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

stakeholder (Appendix D: Glossary)

Strategic Service Management (Process Areas)

Supplier Agreement Management (Process Areas)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

standard

About Capability Maturity Models (Introduction)

About CMMI for Services (CMMI-SVC 1.3)

Advancing Through Capability Levels (Understanding Capability Levels)

ANSI (Appendix B: Acronyms)

Appendix A: References (Appendices)

Appendix D: Glossary (Appendices)

appraisal (Appendix D: Glossary)

Capability Level 3: Defined (Understanding Capability Levels)

capable process (Appendix D: Glossary)

Capacity and Availability Management (Process Areas)

CMMI for Services (Introduction)

configuration audit (Appendix D: Glossary)

Configuration Management (Process Areas)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

derived requirements (Appendix D: Glossary)

EIA/IS (Appendix B: Acronyms)

Equivalent Staging (Tying It All Together)

Evolution of CMMI (Introduction)

Examples (Supporting Informative Components)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Information Assurance/Information Security Related Sources (Appendix A: References)

Integrated Work Management (Process Areas)

ISO (Appendix B: Acronyms)

ISO/IEC (Appendix B: Acronyms)

manager (Appendix D: Glossary)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

objectively evaluate (Appendix D: Glossary)

Organization of this Document (Preface)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

organization’s process asset library (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

planned process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process architecture (Appendix D: Glossary)

process improvement objectives (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

Quantitative Work Management (Process Areas)

Readers Experienced with Process Improvement (How to Use this Document)

Relationships Among Processes (Process Institutionalization)

Report Documentation Page (Appendices)

requirement (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

SCAMPI (Appendix B: Acronyms)

senior manager (Appendix D: Glossary)

service (Appendix D: Glossary)

service catalog (Appendix D: Glossary)

service line (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Determine Process Improvement Opportunities (Organizational Process Focus)

SG 1 Develop and Analyze Stakeholder Requirements (Service System Development)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Establish Service Agreements (Service Delivery)

SG 1 Establish Strategic Needs and Plans for Standard Services (Strategic Service Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SG 2 Establish Standard Services (Strategic Service Management)

SG 3 Deploy Organizational Process Assets and Incorporate Experiences (Organizational Process Focus)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Maintain the Service System (SG 3 Deliver Services)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

stable process (Appendix D: Glossary)

stakeholder (Appendix D: Glossary)

standard (noun) (Appendix D: Glossary)

standard process (Appendix D: Glossary)

Strategic Service Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

Understanding Levels (Tying It All Together)

Work Planning (Process Areas)

standard process

Advancing Through Capability Levels (Understanding Capability Levels)

Capability Level 3: Defined (Understanding Capability Levels)

capable process (Appendix D: Glossary)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s measurement repository (Appendix D: Glossary)

organization’s set of standard processes (Appendix D: Glossary)

process architecture (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

Relationships Among Processes (Process Institutionalization)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Use the Defined Process for the Work (Integrated Work Management)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

stable process (Appendix D: Glossary)

standard process (Appendix D: Glossary)

Strategic Service Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

statement of work

Service Delivery (Process Areas)

solicitation package (Appendix D: Glossary)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

statement of work (Appendix D: Glossary)

statistical and other quantitative techniques

Advancing Through Capability Levels (Understanding Capability Levels)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Organizational Performance Management (Process Areas)

Quantitative Work Management (Process Areas)

SG 1 Manage Business Performance (Organizational Performance Management)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SG 2 Select Improvements (Organizational Performance Management)

SG 3 Deploy Improvements (Organizational Performance Management)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

statistical and other quantitative techniques (Appendix D: Glossary)

statistical process control

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

statistical process control (Appendix D: Glossary)

statistical techniques

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

Quantitative Work Management (Process Areas)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

statistical and other quantitative techniques (Appendix D: Glossary)

statistical process control (Appendix D: Glossary)

statistical techniques (Appendix D: Glossary)

subpractice

Additions (Components Associated with Part Two)

Examples (Supporting Informative Components)

Generic Goals and Generic Practices (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Organization of this Document (Preface)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

subpractice (Appendix D: Glossary)

Subpractices (Components Associated with Part Two)

subprocess

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 4: Quantitatively Managed (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Organizational Process Definition (Process Areas)

Organizational Process Performance (Process Areas)

process (Appendix D: Glossary)

process element (Appendix D: Glossary)

process performance model (Appendix D: Glossary)

Quantitative Work Management (Process Areas)

SG 1 Prepare for Quantitative Management (Quantitative Work Management)

SG 2 Quantitatively Manage the Work (Quantitative Work Management)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

subprocess (Appendix D: Glossary)

supplier

acquirer (Appendix D: Glossary)

acquisition (Appendix D: Glossary)

commercial off-the-shelf (Appendix D: Glossary)

Configuration Management (Process Areas)

contractor (Appendix D: Glossary)

contractual requirements (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

Organizational Performance Management (Process Areas)

Organizational Process Definition (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Quantitative Work Management (Process Areas)

requirement (Appendix D: Glossary)

Requirements Management (Process Areas)

SAM (Appendix B: Acronyms)

service catalog (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

SG 1 Establish Supplier Agreements (Supplier Agreement Management)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 2 Satisfy Supplier Agreements (Supplier Agreement Management)

SG 3 Analyze and Address Causes and Impacts of Selected Incidents (Incident Resolution and Prevention)

solicitation (Appendix D: Glossary)

solicitation package (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

stakeholder (Appendix D: Glossary)

supplier (Appendix D: Glossary)

supplier agreement (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

Using CMMI Appraisals (Using CMMI Models)

supplier agreement

acquisition (Appendix D: Glossary)

Configuration Management (Process Areas)

contractual requirements (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Measurement and Analysis (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Quantitative Work Management (Process Areas)

requirement (Appendix D: Glossary)

SAM (Appendix B: Acronyms)

SG 1 Establish Supplier Agreements (Supplier Agreement Management)

SG 2 Provide Measurement Results (Measurement and Analysis)

SG 2 Satisfy Supplier Agreements (Supplier Agreement Management)

solicitation package (Appendix D: Glossary)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

supplier agreement (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

sustainment

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

sustainment (Appendix D: Glossary)

SW-CMM

Appendix D: Glossary (Appendices)

Evolution of CMMI (Introduction)

SW-CMM (Appendix B: Acronyms)

system of systems

system of systems (Appendix D: Glossary)

systems engineering

Appendix A: References (Appendices)

Evolution of CMMI (Introduction)

hardware engineering (Appendix D: Glossary)

INCOSE (Appendix B: Acronyms)

SECAM (Appendix B: Acronyms)

SECM (Appendix B: Acronyms)

software engineering (Appendix D: Glossary)

systems engineering (Appendix D: Glossary)

tailoring

Capability Level 3: Defined (Understanding Capability Levels)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 3: Defined (Understanding Maturity Levels)

Organizational Process Definition (Process Areas)

process tailoring (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Quantitative Work Management (Process Areas)

Relationships Among Processes (Process Institutionalization)

SG 1 Establish Service Agreements (Service Delivery)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

tailoring guidelines

Capability Level 3: Defined (Understanding Capability Levels)

defined process (Appendix D: Glossary)

Defined Process (Process Institutionalization)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Maturity Level 3: Defined (Understanding Maturity Levels)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

tailoring guidelines (Appendix D: Glossary)

target profile

achievement profile (Appendix D: Glossary)

capability level profile (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

Process Areas (Tying It All Together)

target profile (Appendix D: Glossary)

target staging (Appendix D: Glossary)

target staging

capability level profile (Appendix D: Glossary)

equivalent staging (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

target staging (Appendix D: Glossary)

team

Acknowledgments (Preface)

ACQ and DEV Training Team (CMMI V1.3 Training Teams)

Appendix A: References (Appendices)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

appraisal (Appendix D: Glossary)

Appraisal Considerations (Using CMMI Models)

appraisal rating (Appendix D: Glossary)

appraisal reference model (Appendix D: Glossary)

Audience (Preface)

CMMI for Services Advisory Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI Steering Group (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Acquisition Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Coordination Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Core Model Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 High Maturity Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Quality Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 SCAMPI Upgrade Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Services Mini Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Translation Team (Appendix C: CMMI Version 1.3 Project Participants)

CMMI-SVC 1.3

customer (Appendix D: Glossary)

Evolution of CMMI (Introduction)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Organization of this Document (Preface)

Organizational Process Definition (Process Areas)

Preface (CMMI-SVC 1.3)

process action team (Appendix D: Glossary)

process owner (Appendix D: Glossary)

Purpose Statements (Components Associated with Part Two)

Readers Familiar with CMMI (How to Use this Document)

Report Documentation Page (Appendices)

Service System Development (Process Areas)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SVC Training Team (CMMI V1.3 Training Teams)

team (Appendix D: Glossary)

Using CMMI Appraisals (Using CMMI Models)

technical data package

product baseline (Appendix D: Glossary)

technical data package (Appendix D: Glossary)

technical performance

project progress and performance (Appendix D: Glossary)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

systems engineering (Appendix D: Glossary)

technical performance (Appendix D: Glossary)

technical performance measure (Appendix D: Glossary)

training (Appendix D: Glossary)

technical performance measure

systems engineering (Appendix D: Glossary)

technical performance measure (Appendix D: Glossary)

technical requirements

contractual requirements (Appendix D: Glossary)

nontechnical requirements (Appendix D: Glossary)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

service requirements (Appendix D: Glossary)

technical requirements (Appendix D: Glossary)

traceability

bidirectional traceability (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Requirements Management (Process Areas)

requirements traceability (Appendix D: Glossary)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

Supplier Agreement Management (Process Areas)

traceability (Appendix D: Glossary)

trade study

Decision Analysis and Resolution (Process Areas)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

trade study (Appendix D: Glossary)

training

About CMMI for Services (CMMI-SVC 1.3)

Acknowledgments (Preface)

ACQ and DEV Training Team (CMMI V1.3 Training Teams)

Advancing Through Capability Levels (Understanding Capability Levels)

Appendix C: CMMI Version 1.3 Project Participants (Appendices)

Applying Generic Practices (Generic Goals and Generic Practices)

Appraisal Considerations (Using CMMI Models)

CMMI for Services (Introduction)

CMMI Framework (Introduction)

CMMI Framework (Appendix D: Glossary)

CMMI Product Suite (Appendix D: Glossary)

CMMI Related Training (About CMMI for Services)

CMMI V1.3 Configuration Control Board (Appendix C: CMMI Version 1.3 Project Participants)

CMMI V1.3 Training Teams (Appendix C: CMMI Version 1.3 Project Participants)

constellation (Appendix D: Glossary)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

nontechnical requirements (Appendix D: Glossary)

Organizational Performance Management (Process Areas)

Organizational Training (Process Areas)

organization’s process asset library (Appendix D: Glossary)

OT (Appendix B: Acronyms)

Process and Product Quality Assurance (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Purpose (Preface)

Relationships Among Processes (Process Institutionalization)

Selections that Influence Your Program (Using CMMI Models)

service (Appendix D: Glossary)

Service (Understanding Key Concepts in the Use of CMMI for Services)

Service Continuity (Process Areas)

SG 1 Establish an Organizational Training Capability (Organizational Training)

SG 1 Prepare for Service System Transition (Service System Transition)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 2 Provide Training (Organizational Training)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

Supplier Agreement Management (Process Areas)

SVC Training Team (CMMI V1.3 Training Teams)

technical data package (Appendix D: Glossary)

training (Appendix D: Glossary)

Using CMMI Models (About CMMI for Services)

Your Process Improvement Program (Using CMMI Models)

unit testing

acceptance testing (Appendix D: Glossary)

unit testing (Appendix D: Glossary)

validation

About CMMI for Services (CMMI-SVC 1.3)

CMMI for Services (Introduction)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Service Continuity (Process Areas)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 2 Develop Service Systems (Service System Development)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

VAL (Appendix B: Acronyms)

validation (Appendix D: Glossary)

verification (Appendix D: Glossary)

verification

About CMMI for Services (CMMI-SVC 1.3)

Capability Level 3: Defined (Understanding Capability Levels)

CMMI for Services (Introduction)

Defined Process (Process Institutionalization)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.10 Review Status with Higher Level Management (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 3: Defined (Understanding Maturity Levels)

requirements traceability (Appendix D: Glossary)

Service Continuity (Process Areas)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

Service System Development (Process Areas)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 2 Develop Service Systems (Service System Development)

SG 3 Verify and Validate Service Systems (Service System Development)

SG 3 Verify and Validate the Service Continuity Plan (Service Continuity)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

technical data package (Appendix D: Glossary)

traceability (Appendix D: Glossary)

validation (Appendix D: Glossary)

VER (Appendix B: Acronyms)

verification (Appendix D: Glossary)

version control

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

version control (Appendix D: Glossary)

WBS

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

WBS (Appendix B: Acronyms)

work breakdown structure (WBS) (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

work breakdown structure

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

WBS (Appendix B: Acronyms)

work breakdown structure (WBS) (Appendix D: Glossary)

work group

Advancing Through Capability Levels (Understanding Capability Levels)

Advancing Through Maturity Levels (Understanding Maturity Levels)

Capability Level 3: Defined (Understanding Capability Levels)

Capacity and Availability Management (Process Areas)

Causal Analysis and Resolution (Process Areas)

CMMI Models (Using CMMI Models)

Configuration Management (Process Areas)

customer (Appendix D: Glossary)

Decision Analysis and Resolution (Process Areas)

Defined Process (Process Institutionalization)

equivalent staging (Appendix D: Glossary)

establish and maintain (Appendix D: Glossary)

Examples (Supporting Informative Components)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.5 Train People (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

lifecycle model (Appendix D: Glossary)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Maturity Level 5: Optimizing (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

organization (Appendix D: Glossary)

Organizational Process Definition (Process Areas)

Organizational Process Focus (Process Areas)

Organizational Process Performance (Process Areas)

Organizational Training (Process Areas)

organization’s set of standard processes (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

process asset library (Appendix D: Glossary)

process description (Appendix D: Glossary)

process owner (Appendix D: Glossary)

process tailoring (Appendix D: Glossary)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Quantitative Work Management (Process Areas)

Readers Familiar with CMMI (How to Use this Document)

Relationships that Drive Service Management (Relationships Among Process Areas)

requirements management (Appendix D: Glossary)

Requirements Management (Process Areas)

Risk Management (Process Areas)

risk management (Appendix D: Glossary)

Selections that Influence Your Program (Using CMMI Models)

Service Continuity (Process Areas)

SG 1 Establish Estimates (Work Planning)

SG 1 Establish Performance Baselines and Models (Organizational Process Performance)

SG 1 Manage Requirements (Requirements Management)

SG 2 Address Causes of Selected Outcomes (Causal Analysis and Resolution)

SG 2 Develop Service Systems (Service System Development)

SG 2 Satisfy Supplier Agreements (Supplier Agreement Management)

shared vision (Appendix D: Glossary)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

stakeholder (Appendix D: Glossary)

Supplier Agreement Management (Process Areas)

tailoring (Appendix D: Glossary)

tailoring guidelines (Appendix D: Glossary)

team (Appendix D: Glossary)

Tying It All Together (About CMMI for Services)

Understanding Levels (Tying It All Together)

work group (Appendix D: Glossary)

work plan (Appendix D: Glossary)

Work Planning (Process Areas)

work startup (Appendix D: Glossary)

work plan

Applying Generic Practices (Generic Goals and Generic Practices)

Capacity and Availability Management (Process Areas)

Configuration Management (Process Areas)

Example Work Products (Components Associated with Part Two)

Generic Practice Elaborations (Components Associated with Part Two)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

Integrated Work Management (Process Areas)

Maturity Level 2: Managed (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

Numbering Scheme (Process Area Components)

Organizational Training (Process Areas)

Process Areas (Components Associated with Part Two)

Process Areas (Tying It All Together)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

Project, Work Group, and Work (Understanding Key Concepts in the Use of CMMI for Services)

Related Process Areas (Components Associated with Part Two)

Requirements Management (Process Areas)

Risk Management (Process Areas)

Service Continuity (Process Areas)

Service Delivery (Process Areas)

Service System Development (Process Areas)

SG 1 Establish Estimates (Work Planning)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Monitor the Work Against the Plan (Work Monitoring and Control)

SG 2 Develop a Work Plan (Work Planning)

SG 2 Prepare for Service Continuity (Service Continuity)

SG 3 Obtain Commitment to the Plan (Work Planning)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

Specific Practices (Components Associated with Part Two)

Work Monitoring and Control (Process Areas)

work plan (Appendix D: Glossary)

Work Planning (Process Areas)

work product

Advancing Through Capability Levels (Understanding Capability Levels)

audit (Appendix D: Glossary)

baseline (Appendix D: Glossary)

Capability Level 1: Performed (Understanding Capability Levels)

configuration item (Appendix D: Glossary)

Configuration Management (Process Areas)

Defined Process (Process Institutionalization)

deliverable (Appendix D: Glossary)

Equivalent Staging (Tying It All Together)

establish and maintain (Appendix D: Glossary)

example work product (Appendix D: Glossary)

Example Work Products (Components Associated with Part Two)

Generic Practices (Components Associated with Part Two)

GG 1 Achieve Specific Goals (Generic Goals and Generic Practices)

GG 3.1 Establish a Defined Process (GG 3 Institutionalize a Defined Process)

GG 3.2 Collect Process Related Experiences (GG 3 Institutionalize a Defined Process)

GP 1.1 Perform Specific Practices (GG 1 Achieve Specific Goals)

GP 2.1 Establish an Organizational Policy (GG 2 Institutionalize a Managed Process)

GP 2.2 Plan the Process (GG 2 Institutionalize a Managed Process)

GP 2.3 Provide Resources (GG 2 Institutionalize a Managed Process)

GP 2.4 Assign Responsibility (GG 2 Institutionalize a Managed Process)

GP 2.6 Control Work Products (GG 2 Institutionalize a Managed Process)

GP 2.7 Identify and Involve Relevant Stakeholders (GG 2 Institutionalize a Managed Process)

GP 2.8 Monitor and Control the Process (GG 2 Institutionalize a Managed Process)

GP 2.9 Objectively Evaluate Adherence (GG 2 Institutionalize a Managed Process)

informative CMMI components (Appendix D: Glossary)

Informative Components (Required, Expected, and Informative Components)

Managed Process (Process Institutionalization)

Maturity Level 2: Managed (Understanding Maturity Levels)

Maturity Level 3: Defined (Understanding Maturity Levels)

Measurement and Analysis (Process Areas)

objectively evaluate (Appendix D: Glossary)

Organization of this Document (Preface)

organization’s measurement repository (Appendix D: Glossary)

peer review (Appendix D: Glossary)

performed process (Appendix D: Glossary)

Process and Product Quality Assurance (Process Areas)

Process Areas that Support Generic Practices (Generic Goals and Generic Practices)

process performance model (Appendix D: Glossary)

product (Appendix D: Glossary)

product component (Appendix D: Glossary)

project plan (Appendix D: Glossary)

Relationships Among Process Areas (About CMMI for Services)

Relationships Among Processes (Process Institutionalization)

Requirements Management (Process Areas)

service (Appendix D: Glossary)

Service System (Understanding Key Concepts in the Use of CMMI for Services)

service system (Appendix D: Glossary)

Service System Development (Process Areas)

SG 1 Establish Baselines (Configuration Management)

SG 1 Identify Essential Service Dependencies (Service Continuity)

SG 1 Manage Requirements (Requirements Management)

SG 1 Objectively Evaluate Processes and Work Products (Process and Product Quality Assurance)

SG 2 Develop Service Systems (Service System Development)

SG 2 Identify, Control, and Address Individual Incidents (Incident Resolution and Prevention)

SG 2 Track and Control Changes (Configuration Management)

SP 1.1 Analyze Existing Agreements and Service Data (SG 1 Establish Service Agreements)

SP 1.1 Analyze Service System Transition Needs (SG 1 Prepare for Service System Transition)

SP 1.1 Determine Acquisition Type (SG 1 Establish Supplier Agreements)

SP 1.1 Determine Risk Sources and Categories (SG 1 Prepare for Risk Management)

SP 1.1 Develop Stakeholder Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.1 Establish a Capacity and Availability Management Strategy (SG 1 Prepare for Capacity and Availability Management)

SP 1.1 Establish an Approach to Incident Resolution and Prevention (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.1 Establish Guidelines for Decision Analysis (SG 1 Evaluate Alternatives)

SP 1.1 Establish Measurement Objectives (SG 1 Align Measurement and Analysis Activities)

SP 1.1 Establish Organizational Process Needs (SG 1 Determine Process Improvement Opportunities)

SP 1.1 Establish Quality and Process Performance Objectives (SG 1 Establish Performance Baselines and Models)

SP 1.1 Establish Standard Processes (SG 1 Establish Organizational Process Assets)

SP 1.1 Establish Strategic Training Needs (SG 1 Establish an Organizational Training Capability)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

SP 1.1 Establish the Service Strategy (SG 1 Establish Estimates)

SP 1.1 Establish the Work Objectives (SG 1 Prepare for Quantitative Management)

SP 1.1 Gather and Analyze Data (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.1 Identify and Prioritize Essential Functions (SG 1 Identify Essential Service Dependencies)

SP 1.1 Identify Configuration Items (SG 1 Establish Baselines)

SP 1.1 Maintain Business Objectives (SG 1 Manage Business Performance)

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.1 Objectively Evaluate Processes (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.1 Select Outcomes for Analysis (SG 1 Determine Causes of Selected Outcomes)

SP 1.1 Understand Requirements (SG 1 Manage Requirements)

SP 1.2 Analyze Causes (SG 1 Determine Causes of Selected Outcomes)

SP 1.2 Analyze Process Performance Data (SG 1 Manage Business Performance)

SP 1.2 Appraise the Organization’s Processes (SG 1 Determine Process Improvement Opportunities)

SP 1.2 Compose the Defined Process (SG 1 Prepare for Quantitative Management)

SP 1.2 Define Risk Parameters (SG 1 Prepare for Risk Management)

SP 1.2 Determine Which Training Needs Are the Responsibility of the Organization (SG 1 Establish an Organizational Training Capability)

SP 1.2 Develop Service System Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.2 Develop Service System Transition Plans (SG 1 Prepare for Service System Transition)

SP 1.2 Establish a Configuration Management System (SG 1 Establish Baselines)

SP 1.2 Establish an Incident Management System (SG 1 Prepare for Incident Resolution and Prevention)

SP 1.2 Establish Evaluation Criteria (SG 1 Evaluate Alternatives)

SP 1.2 Establish Lifecycle Model Descriptions (SG 1 Establish Organizational Process Assets)

SP 1.2 Establish Plans for Standard Services (SG 1 Establish Strategic Needs and Plans for Standard Services)

SP 1.2 Establish the Service Agreement (SG 1 Establish Service Agreements)

SP 1.2 Estimate the Scope of the Work (SG 1 Establish Estimates)

SP 1.2 Identify and Prioritize Essential Resources (SG 1 Identify Essential Service Dependencies)

SP 1.2 Monitor Commitments (SG 1 Monitor the Work Against the Plan)

SP 1.2 Objectively Evaluate Work Products (SG 1 Objectively Evaluate Processes and Work Products)

SP 1.2 Obtain Commitment to Requirements (SG 1 Manage Requirements)

SP 1.2 Select Measures and Analytic Techniques (SG 1 Prepare for Capacity and Availability Management)

SP 1.2 Select Processes (SG 1 Establish Performance Baselines and Models)

SP 1.2 Select Suppliers (SG 1 Establish Supplier Agreements)

SP 1.2 Specify Measures (SG 1 Align Measurement and Analysis Activities)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Analyze and Validate Requirements (SG 1 Develop and Analyze Stakeholder Requirements)

SP 1.3 Create or Release Baselines (SG 1 Establish Baselines)

SP 1.3 Establish a Risk Management Strategy (SG 1 Prepare for Risk Management)

SP 1.3 Establish an Organizational Training Tactical Plan (SG 1 Establish an Organizational Training Capability)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

SP 1.3 Establish Process Performance Measures (SG 1 Establish Performance Baselines and Models)

SP 1.3 Establish Service System Representations (SG 1 Prepare for Capacity and Availability Management)

SP 1.3 Establish Supplier Agreements (SG 1 Establish Supplier Agreements)

SP 1.3 Establish Tailoring Criteria and Guidelines (SG 1 Establish Organizational Process Assets)

SP 1.3 Establish the Work Environment (SG 1 Use the Defined Process for the Work)

SP 1.3 Identify Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.3 Identify Potential Areas for Improvement (SG 1 Manage Business Performance)

SP 1.3 Identify the Organization’s Process Improvements (SG 1 Determine Process Improvement Opportunities)

SP 1.3 Manage Requirements Changes (SG 1 Manage Requirements)

SP 1.3 Monitor Risks (SG 1 Monitor the Work Against the Plan)

SP 1.3 Prepare Stakeholders for Changes (SG 1 Prepare for Service System Transition)

SP 1.3 Select Subprocesses and Attributes (SG 1 Prepare for Quantitative Management)

SP 1.3 Specify Data Collection and Storage Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.4 Analyze Process Performance and Establish Process Performance Baselines (SG 1 Establish Performance Baselines and Models)

SP 1.4 Define Lifecycle Phases (SG 1 Establish Estimates)

SP 1.4 Establish a Training Capability (SG 1 Establish an Organizational Training Capability)

SP 1.4 Establish the Organization’s Measurement Repository (SG 1 Establish Organizational Process Assets)

SP 1.4 Integrate Plans (SG 1 Use the Defined Process for the Work)

SP 1.4 Maintain Bidirectional Traceability of Requirements (SG 1 Manage Requirements)

SP 1.4 Monitor Data Management (SG 1 Monitor the Work Against the Plan)

SP 1.4 Select Evaluation Methods (SG 1 Evaluate Alternatives)

SP 1.4 Select Measures and Analytic Techniques (SG 1 Prepare for Quantitative Management)

SP 1.4 Specify Analysis Procedures (SG 1 Align Measurement and Analysis Activities)

SP 1.5 Ensure Alignment Between Work Products and Requirements (SG 1 Manage Requirements)

SP 1.5 Establish Process Performance Models (SG 1 Establish Performance Baselines and Models)

SP 1.5 Establish the Organization’s Process Asset Library (SG 1 Establish Organizational Process Assets)

SP 1.5 Estimate Effort and Cost (SG 1 Establish Estimates)

SP 1.5 Evaluate Alternative Solutions (SG 1 Evaluate Alternatives)

SP 1.5 Manage the Work Using Integrated Plans (SG 1 Use the Defined Process for the Work)

SP 1.5 Monitor Stakeholder Involvement (SG 1 Monitor the Work Against the Plan)

SP 1.6 Conduct Progress Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.6 Establish Teams (SG 1 Use the Defined Process for the Work)

SP 1.6 Establish Work Environment Standards (SG 1 Establish Organizational Process Assets)

SP 1.6 Select Solutions (SG 1 Evaluate Alternatives)

SP 1.7 Conduct Milestone Reviews (SG 1 Monitor the Work Against the Plan)

SP 1.7 Contribute to Organizational Process Assets (SG 1 Use the Defined Process for the Work)

SP 1.7 Establish Rules and Guidelines for Teams (SG 1 Establish Organizational Process Assets)

SP 2.1 Analyze Issues (SG 2 Manage Corrective Action to Closure)

SP 2.1 Communicate and Resolve Noncompliance Issues (SG 2 Provide Objective Insight)

SP 2.1 Deliver Training (SG 2 Provide Training)

SP 2.1 Deploy Service System Components (SG 2 Deploy the Service System)

SP 2.1 Elicit Suggested Improvements (SG 2 Select Improvements)

SP 2.1 Establish Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.1 Establish Properties of Standard Services and Service Levels (SG 2 Establish Standard Services)

SP 2.1 Establish Service Continuity Plans (SG 2 Prepare for Service Continuity)

SP 2.1 Establish the Budget and Schedule (SG 2 Develop a Work Plan)

SP 2.1 Establish the Service Delivery Approach (SG 2 Prepare for Service Delivery)

SP 2.1 Execute the Supplier Agreement (SG 2 Satisfy Supplier Agreements)

SP 2.1 Identify and Record Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.1 Identify Risks (SG 2 Identify and Analyze Risks)

SP 2.1 Implement Action Proposals (SG 2 Address Causes of Selected Outcomes)

SP 2.1 Manage Stakeholder Involvement (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.1 Monitor and Analyze Capacity (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.1 Monitor the Performance of Selected Subprocesses (SG 2 Quantitatively Manage the Work)

SP 2.1 Obtain Measurement Data (SG 2 Provide Measurement Results)

SP 2.1 Select Service System Solutions (SG 2 Develop Service Systems)

SP 2.1 Track Change Requests (SG 2 Track and Control Changes)

SP 2.2 Accept the Acquired Product (SG 2 Satisfy Supplier Agreements)

SP 2.2 Analyze Individual Incident Data (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.2 Analyze Measurement Data (SG 2 Provide Measurement Results)

SP 2.2 Analyze Suggested Improvements (SG 2 Select Improvements)

SP 2.2 Assess and Control the Impacts of the Transition (SG 2 Deploy the Service System)

SP 2.2 Control Configuration Items (SG 2 Track and Control Changes)

SP 2.2 Develop the Design (SG 2 Develop Service Systems)

SP 2.2 Establish Descriptions of Standard Services (SG 2 Establish Standard Services)

SP 2.2 Establish Records (SG 2 Provide Objective Insight)

SP 2.2 Establish Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.2 Establish Training Records (SG 2 Provide Training)

SP 2.2 Evaluate the Effect of Implemented Actions (SG 2 Address Causes of Selected Outcomes)

SP 2.2 Evaluate, Categorize, and Prioritize Risks (SG 2 Identify and Analyze Risks)

SP 2.2 Identify Risks (SG 2 Develop a Work Plan)

SP 2.2 Implement Process Action Plans (SG 2 Plan and Implement Process Actions)

SP 2.2 Manage Dependencies (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.2 Manage Work Performance (SG 2 Quantitatively Manage the Work)

SP 2.2 Monitor and Analyze Availability (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.2 Prepare for Service System Operations (SG 2 Prepare for Service Delivery)

SP 2.2 Take Corrective Action (SG 2 Manage Corrective Action to Closure)

SP 2.3 Assess Training Effectiveness (SG 2 Provide Training)

SP 2.3 Ensure Interface Compatibility (SG 2 Develop Service Systems)

SP 2.3 Ensure Transition of Products (SG 2 Satisfy Supplier Agreements)

SP 2.3 Establish a Request Management System (SG 2 Prepare for Service Delivery)

SP 2.3 Manage Corrective Actions (SG 2 Manage Corrective Action to Closure)

SP 2.3 Perform Root Cause Analysis (SG 2 Quantitatively Manage the Work)

SP 2.3 Plan Data Management (SG 2 Develop a Work Plan)

SP 2.3 Provide and Evaluate Service Continuity Training (SG 2 Prepare for Service Continuity)

SP 2.3 Record Causal Analysis Data (SG 2 Address Causes of Selected Outcomes)

SP 2.3 Report Capacity and Availability Management Data (SG 2 Monitor and Analyze Capacity and Availability)

SP 2.3 Resolve Coordination Issues (SG 2 Coordinate and Collaborate with Relevant Stakeholders)

SP 2.3 Resolve Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.3 Store Data and Results (SG 2 Provide Measurement Results)

SP 2.3 Validate Improvements (SG 2 Select Improvements)

SP 2.4 Communicate Results (SG 2 Provide Measurement Results)

SP 2.4 Implement the Service System Design (SG 2 Develop Service Systems)

SP 2.4 Monitor the Status of Incidents to Closure (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.4 Plan the Resources (SG 2 Develop a Work Plan)

SP 2.4 Select and Implement Improvements for Deployment (SG 2 Select Improvements)

SP 2.5 Communicate the Status of Incidents (SG 2 Identify, Control, and Address Individual Incidents)

SP 2.5 Integrate Service System Components (SG 2 Develop Service Systems)

SP 2.5 Plan Needed Knowledge and Skills (SG 2 Develop a Work Plan)

SP 2.6 Plan Stakeholder Involvement (SG 2 Develop a Work Plan)

SP 2.7 Establish the Work Plan (SG 2 Develop a Work Plan)

SP 3.1 Analyze Selected Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.1 Deploy Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.1 Develop Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.1 Establish Configuration Management Records (SG 3 Establish Integrity)

SP 3.1 Plan the Deployment (SG 3 Deploy Improvements)

SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.1 Prepare for Verification and Validation (SG 3 Verify and Validate Service Systems)

SP 3.1 Receive and Process Service Requests (SG 3 Deliver Services)

SP 3.1 Review Plans That Affect the Work (SG 3 Obtain Commitment to the Plan)

SP 3.2 Deploy Standard Processes (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.2 Establish Solutions to Respond to Future Incidents (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.2 Implement Risk Mitigation Plans (SG 3 Mitigate Risks)

SP 3.2 Manage the Deployment (SG 3 Deploy Improvements)

SP 3.2 Operate the Service System (SG 3 Deliver Services)

SP 3.2 Perform Configuration Audits (SG 3 Establish Integrity)

SP 3.2 Perform Peer Reviews (SG 3 Verify and Validate Service Systems)

SP 3.2 Reconcile Work and Resource Levels (SG 3 Obtain Commitment to the Plan)

SP 3.2 Verify and Validate the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Analyze Results of Verification and Validation of the Service Continuity Plan (SG 3 Verify and Validate the Service Continuity Plan)

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence (SG 3 Analyze and Address Causes and Impacts of Selected Incidents)

SP 3.3 Evaluate Improvement Effects (SG 3 Deploy Improvements)

SP 3.3 Monitor the Implementation (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.3 Obtain Plan Commitment (SG 3 Obtain Commitment to the Plan)

SP 3.3 Verify Selected Service System Components (SG 3 Verify and Validate Service Systems)

SP 3.4 Incorporate Experiences into Organizational Process Assets (SG 3 Deploy Organizational Process Assets and Incorporate Experiences)

SP 3.4 Validate the Service System (SG 3 Verify and Validate Service Systems)

team (Appendix D: Glossary)

verification (Appendix D: Glossary)

version control (Appendix D: Glossary)

Work Monitoring and Control (Process Areas)

work plan (Appendix D: Glossary)

Work Planning (Process Areas)

work product (Appendix D: Glossary)

work product and task attributes (Appendix D: Glossary)

work product and task attributes

SP 1.1 Monitor Work Planning Parameters (SG 1 Monitor the Work Against the Plan)

SP 1.2 Use Organizational Process Assets for Planning Work Activities (SG 1 Use the Defined Process for the Work)

SP 1.3 Establish Estimates of Work Product and Task Attributes (SG 1 Establish Estimates)

Work Monitoring and Control (Process Areas)

Work Planning (Process Areas)

work product and task attributes (Appendix D: Glossary)

work startup

Integrated Work Management (Process Areas)

SP 1.1 Establish the Defined Process (SG 1 Use the Defined Process for the Work)

work startup (Appendix D: Glossary)