What is Strategic Service Management (STSM) in context of CMMI for Services?

CMMI FAQ 0

16th August, 2013

Strategic Service Management (STSM) is a Process Area of CMMI for Service (CMMI-SVC) Model and is available in Service Establishment and Delivery Category under Maturity Level 3. The purpose of Strategic Service Management (STSM) is to establish and maintain standard services in concert with strategic needs and plans.

How to implement Strategic Service Management (STSM) as per CMMI

Gather and Analyse Data.

Organization shall gather and analyze data to plan about the standard services that the organization will establish and maintain.

The data can vary for different services, market segments, and organizational characteristics such as size. The data should offer insights into both the organization’s capabilities and the needs of its market, including customers and end users.

Senior Management Representative/Work Manager/Executive shall:

• Gather and analyze data on the organization’s capabilities.
• Gather and analyze data on the organization’s strategic needs.
• Describe the organization’s capabilities and strategic needs.
• Communicate the descriptions to relevant stakeholders.

Establish Plans for Standard Services.

Organizational capabilities and strategic needs should be established through Standard Service Planning in sync with the organization capabilities; strategic needs, needs of customers and end users; and the conditions of the competitive market.

Senior Management Representative/Work Manager/Executive shall:

• Confirm strategic business objectives.
• Recommend requirements for standard services based on strategic business objectives, the organization’s capabilities, and strategic needs.
• Identify needed actions on standard services.
• Review and get agreement from relevant stakeholders on the standard services to be established and maintained.

Establish Properties of Standard Services and Service Levels

Multiple standard services and service levels may be required to address the needs of different customers, units of the organization, markets, or application domains.

Organization shall identify the standard services. Specify the critical attributes of each service and determine common and variable parts of standard services. Organize services into service lines as needed. Define service levels. Establish tailoring criteria as appropriate.

In addition to establishing standard services, services can be grouped into service lines when the size and complexity of the set of services warrants further organization.

Establish Descriptions of Standard Services, and review them

Organization shall establish and maintain descriptions of the organization’s defined standard services for all relevant users.

Conduct peer reviews on the descriptions with relevant stakeholders. Revise the descriptions as necessary. Store the descriptions in a location and medium where all intended users have access.

Applicable templates

• Service Catalogue
• Strategic Service Management Plan
• Service Level Agreement

Source: CMMI-SVC Model, CMMI Institute. Interpretation by the author.

Benefits of Strategic Service Management (STSM) in the organization

Strategic Service Management (STSM) when conducted in the organization has following benefits:

• Better establish and maintenance of standard services
• Helps in collection and analysing the data related to the existing services, organizational capabilities
• Better control over new services development by proper planning
• Helps in defining the description and properties of services

Want implementation guidance for Strategic Service Management (STSM) in your organization

DQS India, CMMI Authorised Partner, provides Strategic Service Management (STSM) implementation guidance to organization worldwide.

We provide training for internal staff for leading successful development of new services in the organization. Training includes topic like service development planning, defining properties and descriptions of new services etc.

Training is delivered through highly qualified and experienced CMMI Authorised Trainer and CMMI Consultants.

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