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ISBN: 978-972-8939-25-0 © 2010 IADIS4. PROCESS CAPABILITY MODEL FOR SERVICES IN THE SPBThis section presents the structure of the process capability model for services in the SPB, their processcapability areas and levels, and a summary of three process capability areas.The model has been developed with the use of Method Framework for Engineering Process CapabilityModels (Salviano et al, 2009). In this development we have focused on understanding the current practicesfor services in SPB and on analyzing the current general purpose models for services. The modelconstruction is coordinated by Centro de Tecnologia da Informação Renato Archer (CTI: InformationTechnology Center “Renato Archer”) and has the participation of research centers, universities and SPBcommunities. The work is financed by FINEP - Financiadora de Estudos e Projetos and is part of a largerproject called Reference Model for the Brazilian Public Software.Following the Method Framework, a process was defined and used to guide the development of firstversions of the Process Capability Model in a cooperative and shared way, with the support of the SPBcommunities. An initial version was developed and presented in a workshop with SPB´s service provides.From their feedback, another version was developed and established as a first version.The Process Capability Model is structured in Process Capability Areas and Process Capability Levels.The Process Capability Areas are described with the following components: (a) Purpose: Describes theobjective of the process capability area; (b) Introductory Notes: Shortly describes the process capability area;(c) Objectives: Describes the target to be achieved by practices application; and (d) Practice: Guides the wayto perform the activities. The focus is in ‘what’ and not in ‘how’ to do. Examples are presented to serve assuggestions of ‘how’ a practice may be implemented. The Process Capability Levels are described withsimilar elements.The Process Capability Model process areas of SPB describe a set of practices to support the servicesimprovement of MPV service providers. The SPB communities are free to define how to implement eachpractice. In this way, each process capability area guides the communities in the initiative to qualify serviceproviders, as well as guides service providers to improve the services quality through a set of practices. Thecurrent version of SPB model is composed of five process capability areas: Service Providers Admission(APS); Service Delivery (PS); Incident Solution (RI); Service Delivery Management (GPS); and CommunityService Management (GSC).These five process capability areas provide a system to guide an initial improvement of a service delivery.The objective was to provide a simple system, with few process capability areas, to facilitate itsunderstanding and application. Later, with more feedback from the SPB´s service providers, more processcapability areas will emerge.The process capability levels for this Process Capability Model are the capability levels 0 to 3 defined byISO/IEC 15504 (ISO/IEC, 2003). At Level 0: Incomplete process, the process is not implemented, or fails toachieve its process purpose. At Level 1: performed process, the implemented process achieves its processpurpose. At Level 2: managed process, the previously described performed process is now implemented in amanaged fashion (planned, monitored and adjusted) and its work products are appropriately established,controlled and maintained. At Level 3: Established process, the previously described managed process is nowimplemented using a defined process capable of achieving its process outcomes.The Service Delivery guides the establishment of processes for delivering a service based on a serviceagreement. This process can be performed by a service provider at capability level 1, 2 or 3. In order todeliver a service, a service provider needs to be admitted by a SPB community. The Service ProvidersAdmission guides the establishment of procedures to manage the service provider’s admission for the SPBcommunities. The service delivery of an admitted service provider of a SPB community needs to be managedby both the service provider and by the SPB community. The Service Delivery Management guides theestablishment of processes for this management by the service provider and the Community ServiceManagement guides the establishment of processes for this management by the SPB community. TheIncident Solution guides the establishment of processes to recovery agreed services as fast as possible with anadequate and effective solution for the service incident.Following we present a content summary of three process capability areas of SPB Model, composed ofthe purpose, objectives and practices. The complete description of these three process capability areas and theother two are available, including the examples of implementation of all the practices, in the community310