CMMI for Services Blog Special Series: 8th 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–SVC, 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 Service Delivery (SD) Process Area, what would be your response:

CMMI FAQ 0

8th August, 2016

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

Service Delivery is used to manage the work in accordance with the service agreement/contract done with the customer.

The Service Delivery process area covers the following:

• Establishing service agreements before starting the work and maintain it throughout the delivery life cycle
• Defining a service delivery approach and maintaining it to deliver work
• Getting prepared for the service delivery
• Actually delivering the services as per agreement
• Receiving service requests and processing them as per agreement
• Maintaining service systems used in the service delivery

Inputs

Following are some examples of input to the Service Delivery:

• Contract Document
• Scope of Work Document
• Minutes / Presentation of Service Delivery Initiation Meetings
• Plans, goals, and service needs based on Customer needs

Activities

During the Service Delivery following activities are being conducted by the Service Manager/Project Manager/Account Manager along with the team:

• Establishing Service Agreements with customers by analyze existing service agreements and service data
• Preparing for Service Delivery by establishing the service delivery approach
• Preparing for Service System Operations as required by service agreement
• Establishing a Request Management System to receive service requests
• And then delivering Services by receiving and processing service requests
• Operate and maintain the service system to support the service delivery

Outputs

Outputs created during the implementation of the Service Delivery activities are as under:

• Service agreement
• Service Delivery Approach
• Contact and roster lists
• Internal status reporting templates (e.g., dashboards)
• External status reporting templates (e.g., service request completion notices)
• Service delivery logs and receipts
• Request management system
• Service System Maintenance Logs/Reports
• List of services delivered
• Service logs
• Performance reports and dashboards
• Log of corrective actions
• Customer satisfaction data
• Request management database record

The above is not an exhaustive coverage of the Service Delivery (SD), CMMI Process Areas but is substantive enough to create a good foundation of the Service Delivery process in an organization.

Source: CMMI for Services Version 1.3