Question : bugs, known errors and incidents – prod, dev and test
In your answer to “Question : bugs, known errors and kb articles”. You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn’t that an issue that the dev/project folks always ignore the ops folks and vice-versa? Are you also saying that ITIL defines incidents to only be in production (and if so, which book and which page?). Isn’t a defect called an incident in the ITIL framework? And, ITIL includes more than just production operations – I’m talking about service design and service transition.
Same idea for CMMI-DEV, which page/book are you taking your references. I’m interesting if some of these opinions are based on validated references.
I really thought that CMMI and ITIL were complementary. but, you seem to be saying they are contradicting each other on this. Could you clarify.
And, we’re talking about managing the service; so, isn’t CMMI-SVC more appropriate here than CMMI-DEV when talking about the transition between design and operations?
Daniel
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM were not really initially interested in IT Services. But things change as there began to be more and more emphasis on IT Service Management and ITIL, then more people began to jump on the service band wagon. First ISO 20000 came out which is very similar to the detail of ITIL, then not to be out done the CMM folks decided to break up their standards into CMMI-DEV, CMMI-SVC, CMMI-ENG and so forth. CMMI-SVC only came out about a year or two ago and was in response to the industries increasing interest in IT Service Management. If you are designing and implementing a new service or changing an existing service certainly you would use either, ISO 20000, or ITIL V3 (service life cycle) or CMMI-SVC as these are service management models. Personally ITIL has been around the longest and has by far the largest following and I have used that model very successfully for many years. So I stick with that one, but fundamentally they all say pretty much the same when looking at IT Services and Service Management. We can get very confused on what is a defect Vs Incident. I keep it simple if in any phase of development it is “Defect” if in production and past the warranty period it is an “Production Incident” this keeps the line very well defined and simple. If you wznt a book reference, look under “Service Operations” within ITIL for the Incident process, and CMM Level-5 for “Defect” process . Bob