||CMMI: CMMI® for Services, Version 1.2
SP 3.2 Operate the Service System
3.2 Operate the Service
Operate the service system to deliver services
in accordance with service agreements.
This practice encompasses performing the
activities necessary to operate the service system to deliver services
based on the agreed service delivery approach. Operation means the
integrated performance of a service system and use of its processes and
other resources by service provider personnel to deliver services to end
- List of services delivered
- Service logs
- Performance reports and
- Log of corrective actions
- Customer satisfaction data
- Request management database
- Operate service system components according
to service system procedures.
Operating service system components may include
starting or stopping them, providing input to them, controlling them, or
handling output from them, as appropriate.
- Perform operations support activities (e.g.,
- Manage the critical dependencies and paths
of the service delivery schedules according to operating
some service delivery activities can be adequately covered by project
management and measurement and analysis activities, especially for
service requests identified directly in service
- Manage and control the security of service
include monitoring for security breaches, ensuring that vulnerabilities
are corrected, and controlling access to services.
When delivering services, the service systems
should ensure that only approved services as specified in the service
agreement are delivered to authorized personnel.
- Perform low-level monitoring of service
system components using monitoring and data collection tools as
monitoring of service system operation can be adequately covered by
project-level monitoring and control or measurement and analysis.
However, some services may require monitoring and data collection at the
level of individual service requests or continuously within the scope of
a single service request. Such low-level monitoring may require its own
tools to handle data collection, analysis, and reporting appropriately.
These tools are often automated.
- As appropriate, perform the activities
needed to fulfill service requests or resolve service incidents
according to the service agreement.
Throughout the life of a service request or service
incident, its status must be recorded, tracked, escalated as necessary,
and closed. The appropriate resolution of an incident may be a simple
operational procedure (e.g., restarting a failed service system
component) or it may involve some degree of service system
to the Incident
Resolution and Prevention process area for more information about
identifying, controlling, and addressing
Refer to the Project Monitoring and
Control process area for more information about monitoring the
project against the plan.
- Communicate the status of service requests
- Collect customer satisfaction information
immediately after services are delivered or service requests are