||CMMI: CMMI® for Services, Version 1.2
SP 2.2 Establish Descriptions of Standard Services
2.2 Establish Descriptions of
Establish and maintain descriptions of the
organizationís defined standard services.
Establishing the properties of standard
services is not sufficient. These properties must also be packaged into
specific descriptions. In addition to a set of descriptions used by the
service provider, a separate version is typically needed for customer use.
A common failure mode with the use of standard services is that they are
defined and described to meet the needs of some personnel in the
service-provider organization but not described in a manner that is
effective and appropriate for all intended users of standard services. For
successful use, standard services must be appropriately described for the
full range of intended users of the descriptions.
- Descriptions of services
- Service catalog or menu
- Adjunct materials such as instructions for
delivery staff, sales force instructions, proposal and pricing
information, and contracting information
- Develop the descriptions of standard
services for all relevant users.
Additional materials related to the standard
services may also be developed if they do not already exist. These
materials can include information for those developing specific
services, service-delivery staff, or sales and other business
- Conduct peer reviews on the descriptions
with relevant stakeholders.
Customer and end-user representatives may be
included in these peer reviews to ensure that the descriptions meet
their information needs
- Revise the descriptions as
- Store the descriptions in a location and
medium where all intended users have access.
To be effective, standard service descriptions must
be available and accessible in a consistent location that encourages use
by the full range of intended users. The location may be a large,
complex online site or a single sheet of paper, depending on the
characteristics of the services and organization.
While the catalog or menu of services is
often in an electronic format, many organizations also produce a paper
version. Adjunct materials may be stored along with the descriptions,
such as the tailoring guidelines or instructions for the delivery staff,
sales force, proposal authors, and contract specialists. Variants of the
service catalog or menu may be required for customers and staff of the
service provider organization.
|Examples of locations for a standard
service repository include the following:
- Configuration management
- Web pages
- Document portfolio or
- Process asset