CMMI for Services Blog Special Series: 2nd Part: This blog series on the cmmiconsultantblog.com is a systematic and structured coverage of CMMI Process Areas starting from Maturity Level 2 to Maturity Level 3: using CMMI–SRV, Version 1.3, as the Reference CMMI Model: As CMMI Consultant, during CMMI Consulting assignment if you are asked about the steps, inputs and outputs of Work Monitoring and Control (WMC) Process Area, what would be your response:

CMMI FAQ 0

25th April, 2016

For the above-mentioned question, CMMI Consultants may take inputs from the following:

Work Monitoring and Control (WMC) is one of the important CMMI Process Areas (CMMI PAs). Once the Service Delivery starts, it is important to monitor the same regularly to ensure the effectiveness and the performance of Service Delivery.

Work Monitoring supports the Service Delivery process by continuously evaluating the performance of service delivery, reporting to relevant stakeholders and taking necessary actions in case of any deviation from planned objectives.

Work Management Plan (WMP) and the Service Delivery Schedule are the inputs for Work Monitoring and Control.

Following tasks are performed for Work Monitoring and Status Reporting by the Service Manager/Project Manager:

• Reviewing of allocation of work to the Team members as per the Work Schedule
• Tracking of Service Delivery activities
• Tracking of Project Progress status
• Review of the results of collection and analysis of project selected measures for controlling the project
• Review of external and internal commitments
• Monitor of the knowledge and skills of service delivery staff and planning for skill improvement if required
• Review of data management activities
• Tracking and managing the Issues and taking corrective actions as and when required
• Tracking and managing the Project risks
• Tracking of change requests and problem reports to closure
• Revision of Work Plan after the discussion with team and review of the project progress.

Service Manager/Project Manager conducts the Meetings with the Team Members and relevant stakeholders (i.e., Client, Management, Suppliers, etc.) as per the frequency defined in the Work Management Plan. And prepare minutes of meeting which cover the progress of the work, issue, risks and status of assignment of tasks. Frequency of different types of meeting and status reporting could be Weekly, Fortnightly, Monthly and/or Milestone based.

SM/PM decides the status reporting frequency during the planning phase. Status Reports are shared with the relevant stakeholders on the decided frequency or on need basis. Risks, Issues and Action Items, progress, measurement, SLA performance are covered in the status reports.

Outputs are created during the implementation of Work Monitoring and Control:

• Weekly / Monthly Work Status Report
• Minutes of Meeting (MOM) document
• Milestone Review Report
• Issue Log
• Risk Log
• Evidence of Risk and Issue Tracking Tool

The above is not an exhaustive coverage of the Work Monitoring and Control (WMC) CMMI Process Areas but is substantive enough to create a good foundation of the work monitoring and execution process in an organization.

Source: CMMI for Services Version 1.3