The purpose of Service System Development (SSD) (CMMI-SVC) is to analyze, design, develop, integrate, verify, and validate service systems, including service system components, to satisfy existing or anticipated service agreements.
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 can 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 services. (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 can 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 organizations that develop large-scale, complex service systems. 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 service providers 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 can be limited to people and the processes they perform. In those contexts and similar ones 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 organization. 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 processes. 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
- SSD.SG 1 Develop and Analyze Stakeholder Requirements
- Stakeholder needs, expectations, constraints, and interfaces are collected, analyzed, and transformed into validated ser…
- SSD.SG 2 Develop Service Systems
- Service system components are selected, designed, implemented, and integrated.
- SSD.SG 3 Verify and Validate Service Systems
- Selected service system components and services are verified and validated to ensure correct service delivery.