Process mapping of CMMI for Services (CMMI-SVC) and IT Infrastructure Library (ITIL)

The purpose of this study was to examine whether there were enough commonalities between two service process frameworks in which to create a conceptual model in the form of a comprehensive map. The two service process frameworks chosen for this study are the Information Technology Infrastructure Library (ITIL) and the Capability Maturity Model Integration for Services (CMMI-SVC). The research was focused on service process frameworks as they related to delivering services to customers.;As organizations adopt service process frameworks to realize cost savings and performance efficiencies, organizations and service professionals are exposed to numerous frameworks to choose from and in which to work. Employees do not stay with one firm throughout their careers, and service professionals will most likely be employed by several organizations throughout their careers. With this movement to different organizations through their career, service professionals will more than likely need to work with different frameworks. Organizational mergers and partnerships provide experiences of the knowledge gap of the two frameworks that needs to be bridged. The research set out to determine what similarities exist to map the two processes to each other.;The research was conducted by reviewing the publications provided by the developers of the service process frameworks, research articles, books, white papers, case studies, and industry journal articles. The data was compiled into matrices, analyzed and reviewed. What emerged was a comprehensive matrix that was converted into a graphic conceptual model. The conceptual model is a graphic map of the two service process frameworks. The conceptual model is anticipated to provide corporate managers and service professionals with a device to determine the commonalities between ITIL and CMMI-SVC, as well as the uniqueness of the two service process frameworks. The findings determined that there were indeed direct commonalities that can map each of the 24 CMMI-SVC Process Areas to ITIL's five Core Components. The conceptual model, mapping, can be utilized as a tool for organizations and professionals to apply, understand and work with either or both of the service process frameworks.