The Service System Development
process area is applicable to all aspects of a service system.
It applies to new service systems as well as changes to
existing service systems.
A “service system” is an integrated
and interdependent combination of service system components
that satisfies stakeholder requirements.
A “service system component” is a
process, work product, person, consumable, or customer or
other resource required for a service system to deliver value.
Service system components may include components owned by the
customer or a third party.
A “service system consumable” is
anything usable by the service provider that ceases to be
available or becomes permanently changed by its use during the
delivery of a service.
The people who are considered
service system components are those who perform tasks as part
of the service system, including provider staff and end users,
to enable the system to operate and thereby deliver
See the definitions of “service
system,” “service system component,” “service system
consumable,” and “work product” in the glossary.
Organizations that wish to improve
and appraise their product development processes should rely
on the complete CMMI-DEV model, which specifically focuses on
development as an area of interest.
Service provider organizations may
also choose to use the CMMI-DEV model as the basis for
improving and appraising their service system development
processes. This use of the CMMI-DEV model is preferred for
organizations that are already experienced with CMMI-DEV and
for those that must develop large-scale, complex service
However, the Service System
Development process area offers an alternative means of
achieving somewhat similar ends by covering requirements
development as well as service system development,
integration, verification, and validation in a single process
area. Using SSD may be preferred by service provider
organizations that are new to CMMI, especially those that are
developing simple services with relatively few components and
interfaces. Even organizations that use the CMMI-DEV model for
service system development may wish to refer to the Service
System Development process area for helpful guidance on
applying development practices to service system components
such as people, processes, and consumables.
It is especially important to
remember that the components of some service systems may be
limited to people and the processes they perform. In those and
similar contexts in which service systems are fairly simple,
exercise care when interpreting the specific practices of this
process area so that the implementations that result provide
business value to the service provider
The service system development
process is driven by service and service system requirements
that are collected from various sources such as service
agreements and defects and problems identified during both
service delivery and incident resolution and prevention
The Service System Development
process area focuses on the following activities:
- Collecting, coordinating,
analyzing, validating, and allocating stakeholder
requirements for service systems
- Evaluating and selecting from
alternative service system solutions
- Designing and building or
composing (as needed), integrating, and documenting service
systems that meet requirements
- Verifying and validating service
systems to confirm they satisfy their intended requirements
and they will satisfy customer and end-user expectations
during actual service delivery