Quality for IT development and IT service (R) and ITIL in a common quality operations: CMMI approach Dr. Alfred Richter, DB Systems GmbH SEPG, London - June, 16th 2004 DB Systems GmbH DB Systems, Dr. Alfred Richter Februar 2004 1
Agenda The Company: DB Systems GmbH ) CMM and CMMI at DB Systems The Challenge: IT service operations IT Infrastructure Library (ITIL) In Depth: ITIL and CMMI in the quality model Assessments Internal rating Reports Summary DB Systems, Dr. Alfred Richter Februar 2004 2
Vision & Strategy: Deutsche Bahn AG’s Full Service Provider DB Systems - We put IT on the right track Our Strengths: Sound knowledge of the entire transport/travel chain combined with comprehensive IT expertise DB Systems, Dr. Alfred Richter Februar 2004 3
Performance Range: IT Full Service Provider IT Full Service Corporate Implementation Operations Management and and Integration of Process Consulting (Procedures, Systems, IT Strategy Consulting IT Systems Networks) • Development of more than 50 IT applications at present • Operation of approx. 250 IT procedures for Deutsche Bahn • Approx. 55,000 BKU users (internal DB communication system) • Operating computing centres with approx. 1,500 servers • Operating an IT infrastructure with approx. 1,600 IP-LANs DB Systems, Dr. Alfred Richter Februar 2004 4
Performance Range: References Passenger Traffic Freight Traffic Infrastructure e.g. ticketing, reservations, timetable e.g.timetable, scheduling all vehicles Support for the entire transport chain information,scheduling, train formation and empty vehicle distribution Passenger Stations Holding Subsidiaries, Affiliates, Joint Ventures e.g. passenger information system, Purchasing and materials e.g. DB Rent application, Habis lost property management management, controlling, personnel DB Systems, Dr. Alfred Richter Februar 2004 5
(R) and CMMI (R) at DB Systems Timeline: CMM 1997: start of activities, training of 4 assessment team members 1998: first CBA-IPI, development of process database 2000: first organisations Level 2 (CBA-IPI) 2000-2003: establishing CMM L2 for more organisations 2003: move on to CMMI within one year (R) L3 2004: establishing CMMI (not yet finished) Workforce software development / systems integration: about 1200 empl., 8 major departements DB Systems, Dr. Alfred Richter Februar 2004 6
Return On Quality Cost / Cost / Function based on reliable Maturity data, confirmed by customer Function 100 % 96 % CMMI level 3 100 % CMMI Level 3 mostly satisfied CMMI level 3 80 % partly satisfied 70 % CMMI Level 2 CMM level 2 58 % satisfied CMM level 2 partly satisfied 48 % CMM level 2 Maturity levels based on assessments, Cost reduction achieved not satisfied 40 % organisation has about 120 empl. by process improvement, substitution of external sources and optimized infrastructure 1999 2000 2001 2002 2003 DB Systems, Dr. Alfred Richter Februar 2004 7
Agenda The Company: DB Systems GmbH CMM and CMMI at DB Systems The Challenge: IT service operations IT Infrastructure Library (ITIL) In Depth: ITIL and CMMI in the quality model Assessments Internal rating Reports Summary DB Systems, Dr. Alfred Richter Februar 2004 8
(R) is not enough for IT Service Management! CMM(I) 2002: Merger between software development and IT operations subsidiaries of German Railways Typical IT service management services (examples): Provide help desk service for end users Operate computer centers with 100s of servers Provide reliable networks Missing in CMM(I): Best practices for IT service management DB Systems, Dr. Alfred Richter Februar 2004 9
Where is the problem? There are several attempts to adopt CMMI (R) to IT service mangement: SEI Technical Note ... ... further publications DB Systems, Dr. Alfred Richter Februar 2004 10
SEI Technical Note CMU/SEI-2003-TN-005 (R) practices Transfers CMMI to service operation Gives some orientation in specific aspects Does not reflect the real business of those departments! DB Systems, Dr. Alfred Richter Februar 2004 11
IT - Infrastructure Library (ITIL) ITIL nach Quint-Wellington Redwood Service Delivery Service Level Management Availability Management Continuity Management Capacity Management Financial Management Service Support Incident Management Problem Management Change Management Release Management + Operations Management Configuration Management + Technology Management DB Systems, Dr. Alfred Richter Februar 2004 12
IT - Infrastructure Library (ITIL) Best Practice Model for Planning, Delivery and Support of IT Service Management Widespread, comprehensive standard public available but: lack of improvement framework, process management aspects missing, lack of assessment method / rating scheme Approach: combine specific aspects of ITIL with framework of CMMI DB Systems, Dr. Alfred Richter Februar 2004 13
Agenda The Company: DB Systems GmbH CMM and CMMI at DB Systems The Challenge: IT service operations IT Infrastructure Library (ITIL) In Depth: ITIL and CMMI in the quality model Assessments Internal rating Reports Summary DB Systems, Dr. Alfred Richter Februar 2004 14
Version 1.4 Stand: 03/2004 Spezifische Säule (Prozessleistung) Generische Säule (Prozessmanagement) Zuordnung Praktiken zu PA 1 Mapping to Process Specific (Sub-) Practices Generic (Sub-) Practices Management Aspects 2 One wallchart for each of the 12 ITIL processes 3 Gesamtzusammenhang 4 5 PA: Prozessmanagement Aspekt FG: Fähigkeitsgrad DB Systems Qualitätsmanagement IVQ DB Systems, Dr. Alfred Richter Februar 2004 15
Quality model Change Management Version 1.4 Stand: 03/2004 Spezifische Säule (Prozessleistung) Generische Säule (Prozessmanagement) Zuordnung Praktiken zu PA 1 Mapping to Process Specific (Sub-) Practices Generic (Sub-) Practices Management Aspects 2 One wallchart for each of the 12 ITIL processes 3 Gesamtzusammenhang 4 5 PA: Prozessmanagement Aspekt FG: Fähigkeitsgrad DB Systems Qualitätsmanagement IVQ DB Systems, Dr. Alfred Richter Februar 2004 16
Specific (Sub-) Practices Example: Incident Management 1 - 8 1-5 1-8 1-3 1-3 (specific) detailed (sub-) specific expected expected practices goals subpractices deliverables/ scopes for each for each for each results for each ITIL process (specific) specific for each practice practice practice (specific) practice DB Systems, Dr. Alfred Richter Februar 2004 17
Version 1.4 Stand: 03/2004 Spezifische Säule (Prozessleistung) Generische Säule (Prozessmanagement) Zuordnung Praktiken zu PA 1 Mapping to Process Specific (Sub-) Practices Generic (Sub-) Practices Management Aspects 2 One wallchart for each of the 12 ITIL processes 3 Gesamtzusammenhang 4 5 PA: Prozessmanagement Aspekt FG: Fähigkeitsgrad DB Systems Qualitätsmanagement IVQ DB Systems, Dr. Alfred Richter Februar 2004 18
Generic Aspects Detailed explanation with Generic (sub-) differences to level n-1 practices (from CMMI) 3 Don´t try to read the details! Definition Generic Detailed goals (from explanation CMMI) of goals DB Systems Qualitätsmanagement IVQ DB Systems, Dr. Alfred Richter Februar 2004 19
Version 1.4 Stand: 03/2004 Spezifische Säule (Prozessleistung) Generische Säule (Prozessmanagement) Zuordnung Praktiken zu PA 1 Specific (Sub-) Practices Generic (Sub-) Practices 2 One wallchart for each of the 12 ITIL Mapping to Process processes Management 3 Aspects Gesamtzusammenhang 4 5 PA: Prozessmanagement Aspekt FG: Fähigkeitsgrad DB Systems Qualitätsmanagement IVQ DB Systems, Dr. Alfred Richter Februar 2004 20
Mapping of Generic Goals and Generic Practices and „Subpractices“ to Process Management Aspects Process Management Generic (Sub-) Practices Aspects (Sub-) Practices from different Goals Definition capability levels Responsibility Resources Measurement Control Improvement DB Systems, Dr. Alfred Richter Februar 2004 21
Agenda The Company: DB Systems GmbH CMM and CMMI at DB Systems The Challenge: IT service operations IT Infrastructure Library (ITIL) In Depth: ITIL and CMMI in the quality model Assessments Internal rating Reports Summary DB Systems, Dr. Alfred Richter Februar 2004 22
Internal (Mini) Assessments Software Development Service Management About 20 trained CMMI assessors 1 certified internal lead assessor About 8 trained ITIL assessors supported by external lead assessors 1 Mini-Assessment / 6 month / process (around 15 Mini-Assessments / year) 1 Mini-Assessment / quarter / organisation (about 30 / year) 1 assessment (with external lead assessor) / year / process 1 assessment (with external lead assessor) / year / organisation rated results (!) rated results (!) checklist based selfassessments in each process each month checklist based selfassessments in about 100 projects DB Systems, Dr. Alfred Richter Februar 2004 23
Visualisation of results in a common way for ITIL and CMMI processes Selfassessment Mini Assessments Not if SCAMPI Assessments Service Management + Scope + Deliverables only: DB Systems, Dr. Alfred Richter Februar 2004 24
Additional Information for Management Progress Capability Year_Quarter Capability Level All values shown are fictitious! DB Systems, Dr. Alfred Richter Februar 2004 25
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