Course IT Service CMMMore and more organizations or divisions that provide IT services to their customers are required to improve the efficiency because of growing competition and growing customer expectations with respect to flexibility. The possibility of outsourcing the service provision requires IT service providers to implement their service processes in an optimal way.
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 The IT Service Capability Maturity Model (IT Service CMM) is a growth model for IT service providers. The model describes the maturity of an IT service provider by means of five maturity levels. Each level consists of a number of key process areas that an IT service provider should implement in order to reside on that level. The IT Service CMM is based on the Software CMM and has a similar structure. The Software CMM is aimed at developing a software product in projects, whereas the IT Service CMM is aimed at the continuous provision of IT services such as maintenance, operations, network management and user support.
Assessments are the means for improving the service processes of the own organization or for determining the maturity of (possible) supplying organizations. If the goal of the assessment is to improve the processes of the own organization, the A2I: Assess to Improve approach - a lightweight approach of DNV-CIBIT IT Consultants - may be used. This approach is characterized by a short throughput time, open and interactive discussions and focuses on determining concrete improvement actions during the assessment.Audience and group size The course is intended for IT managers, project leaders, and quality advisors that desire to improve the own organization. Furthermore, the course is intended for IT consultants that will conduct an assessment within their own organization of for their customers. The maximum number of participants is 16. |
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Quality of IT service provision and the IT Service CMM (day 1)
On the first day you will get an overview of several IT-related quality concepts and insight in some fundamental differences between services and product. Next, we will use the 'gap' model of service quality to treat the areas where customer satisfaction in service provision can be improved. The IT Service CMM is a means for realizing this improvement. First, the history and background of the IT Service CMM and the Software CMM is discussed. Next, we elaborate on the structure and contents of the IT Service CMM. The goals and practices of levels two and three of the IT Service CMM will be treated.
CMM Assessments (day 2)
This part of the course treats the practical appliance of the IT Service CMM. The various types of assessments are presented along with the goals each type serves. Next, the A2I: Assess to Improve approach - strongly focusing on improvement of the organization - is discussed: we will present the different phases of an assessment, the activities to be performed during an assessment, et cetera. Finally, the will we present contents and goals of the A2I Assessment Kit, a practical aid for the assessment team in performing an A2I-based assessment.
Learning goals
After following this course, you will have:- an overview of the theory behind the IT Service CMM and the contents of the model;
- a complete picture of the expertise that is required to apply the model in practice using the A2I assessment approach.
Announcement
DNV Academy - CIBIT would like to invite you for the IT Service CMM Theory course which lasts two days. The objective of the IT Service CMM Theory course is the teaching of the quality of the IT service provision and theory of the IT Service CMM. |
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The language is in Dutch (open enrollment) and Dutch / English (in-company). The two-days course will be helt from 09:30 - 17:00 hours at location education center of DNV Academy - CIBIT, Bilthoven. For more information about the costs and dates please look at the dutch page.
ContactDo you still have questions regarding the programme or would you like to more about the possibilities for consultancy or an in-company training in English of this course? Please contact Account Manager Sandra Schreppers at e-mail or telephone: +31 30 2308989. |
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Instructors
Frank Niessink |
The IT Service CMM course will be given by Principal Consultant Frank Niessink PhD., and/or Advisor Viktor Clerc MSc. Frank stands at the basis of the development of the IT Service CMM. Viktor has developed the A2I assessment approach and A2I Assessment Kit. Both instructors coordinate the further development of the IT Service CMM and have performed several A2I Assessments.
QuoteKees van Rossem, CIO ING Direct USA
DNV-CIBIT performed an IT Service CMM assessment at the ING Direct USA department in Wilmington, Delaware, in February 2002. ING Direct USA is a young direct bank organization launched in September 2000, and since accumulated 1 million customers with 600 employees in 7 locations.
The assessment was done according to the Assess to Improve assessment approach. The goal of the assessment was to improve the service processes of the IT department of ING Direct USA, so that successful delivery of IT services does not depends on individual 'hero’s', but on the existence of correct and managed processes. The IT department was assessed against level two of the IT Service CMM. Currently, the IT department operates between level one and two. With the use of interviews and collaborative workshops improvement actions were established to further improve the IT organization. Examples of improvement actions established are: further extending the contents of service level agreements, extending the scope of the event management process to include all service delivery groups and the introduction of a service quality assurance group. |
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