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Book CMMI for Acquisition Version 1 3

Download or read book CMMI for Acquisition Version 1 3 written by CMMI Product Team and published by Lulu.com. This book was released on 2011 with total page 439 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Book CMMI Registered  for Acquisition  Version 1 3  CMMI ACQ  V1 3

Download or read book CMMI Registered for Acquisition Version 1 3 CMMI ACQ V1 3 written by and published by . This book was released on 2010 with total page 438 pages. Available in PDF, EPUB and Kindle. Book excerpt: CMMI (Capability Maturity Model Integration) models are collections of best practices that help organizations to improve their processes. These models are developed by product teams with members from industry, government, and the Carnegie Mellon Software Engineering Institute (SEI). This model, called CMMI for Acquisition (CMMI-ACQ), provides a comprehensive integrated set of guidelines for acquiring products and services.

Book CMMI ACQ

    Book Details:
  • Author : Brian Gallagher
  • Publisher : Pearson Education
  • Release : 2008-12-24
  • ISBN : 0321685296
  • Pages : 797 pages

Download or read book CMMI ACQ written by Brian Gallagher and published by Pearson Education. This book was released on 2008-12-24 with total page 797 pages. Available in PDF, EPUB and Kindle. Book excerpt: CMMI-ACQ® (Capability Maturity Model® Integration for Acquisition) describes best practices for the successful acquisition of products and services. Providing a practical framework for improving acquisition processes, CMMI-ACQ addresses the growing trend in business and government for organizations to purchase or outsource required products and services as an alternative to in-house development or resource allocation. Modeled after CMMI®, Second Edition, which documented CMMI for Development, this book is the definitive reference for the current release of CMMI for Acquisition (version 1.2). In addition to the entire CMMI-ACQ model, the book includes tips, hints, cross-references, and other author notes to help you understand, apply, and find more information about the content of the acquisition process areas. The authors also have added two chapters to illustrate the application of CMMI-ACQ in industry (a case study from General Motors) and government. Whether you are new to CMMI models or are already familiar with one or more of them, you will find this book an essential resource for managing your acquisition processes and improving your overall performance. The book is divided into three parts. Part One introduces CMMI-ACQ in the broad context of CMMI models, including essential concepts and useful background. It then describes and shows the relationships among all the components of the CMMI-ACQ process areas, and explains paths to the adoption and use of the model for process improvement and benchmarking. Finally, two separate chapters describe special acquisition needs in a government environment and real experiences with CMMI-ACQ from industry. Part Two first describes generic goals and generic practices, and then, in twenty-two sections, details each of the CMMI-ACQ process areas, including specific goals, specific practices, and examples. These process areas are organized alphabetically by process area acronym to facilitate quick reference. Part Three provides several useful references, including sources for further information about CMMI and CMMI-ACQ, acronym definitions, a glossary of terms, and an index.

Book CMMI for Acquisition

    Book Details:
  • Author : Brian Gallagher
  • Publisher : Addison-Wesley Professional
  • Release : 2011-03-04
  • ISBN : 0132700522
  • Pages : 636 pages

Download or read book CMMI for Acquisition written by Brian Gallagher and published by Addison-Wesley Professional. This book was released on 2011-03-04 with total page 636 pages. Available in PDF, EPUB and Kindle. Book excerpt: CMMI® for Acquisition (CMMI-ACQ) describes best practices for the successful acquisition of products and services. Providing a practical framework for improving acquisition processes, CMMI-ACQ addresses the growing trend in business and government for organizations to purchase or outsource required products and services as an alternative to in-house development or resource allocation. Changes in CMMI-ACQ Version 1.3 include improvements to high maturity process areas, improvements to the model architecture to simplify use of multiple models, and added guidance about using preferred suppliers. CMMI® for Acquisition, Second Edition, is the definitive reference for CMMI-ACQ Version 1.3. In addition to the entire revised CMMI-ACQ model, the book includes updated tips, hints, cross-references, and other author notes to help you understand, apply, and quickly find information about the content of the acquisition process areas. The book now includes more than a dozen contributed essays to help guide the adoption and use of CMMI-ACQ in industry and government. Whether you are new to CMMI models or are already familiar with one or more of them, you will find this book an essential resource for managing your acquisition processes and improving your overall performance. The book is divided into three parts. Part One introduces CMMI-ACQ in the broad context of CMMI models, including essential concepts and useful background. It then describes and shows the relationships among all the components of the CMMI-ACQ process areas, and explains paths to the adoption and use of the model for process improvement and benchmarking. Several original essays share insights and real experiences with CMMI-ACQ in both industry and government environments. Part Two first describes generic goals and generic practices, and then details the twenty-two CMMI-ACQ process areas, including specific goals, specific practices, and examples. These process areas are organized alphabetically and are tabbed by process area acronym to facilitate quick reference. Part Three provides several useful resources, including sources of further information about CMMI and CMMI-ACQ, acronym definitions, a glossary of terms, and an index.

Book CMMI for Acquisition  Version 1 2

Download or read book CMMI for Acquisition Version 1 2 written by and published by . This book was released on 2007 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: Abstract: "CMMI for Acquisition (CMMI-ACQ) is a model that provides guidance to acquisition organizations for initiating and managing the acquisition of products and services. The model focuses on acquirer processes and integrates bodies of knowledge that are essential for successful acquisitions. CMMI-ACQ provides an opportunity for acquisition organizations to avoid or eliminate barriers and problems in the acquisition process through improved operational efficiencies, to initiate and manage a process for acquiring products and services, including solicitations, supplier sourcing, supplier agreement development and award, and supplier capability management, to utilize a common language for both acquirers and suppliers so that quality solutions are delivered more quickly and at a lower cost with the most appropriate technology."

Book The IFPUG Guide to IT and Software Measurement

Download or read book The IFPUG Guide to IT and Software Measurement written by IFPUG and published by CRC Press. This book was released on 2012-04-25 with total page 850 pages. Available in PDF, EPUB and Kindle. Book excerpt: The widespread deployment of millions of current and emerging software applications has placed software economic studies among the most critical of any form of business analysis. Unfortunately, a lack of an integrated suite of metrics makes software economic analysis extremely difficult.The International Function Point Users Group (IFPUG), a nonpro

Book CMMI for Development

    Book Details:
  • Author : Mary Beth Chrissis
  • Publisher : Pearson Education
  • Release : 2011-03-08
  • ISBN : 0132700441
  • Pages : 1245 pages

Download or read book CMMI for Development written by Mary Beth Chrissis and published by Pearson Education. This book was released on 2011-03-08 with total page 1245 pages. Available in PDF, EPUB and Kindle. Book excerpt: CMMI® for Development (CMMI-DEV) describes best practices for the development and maintenance of products and services across their lifecycle. By integrating essential bodies of knowledge, CMMI-DEV provides a single, comprehensive framework for organizations to assess their development and maintenance processes and improve performance. Already widely adopted throughout the world for disciplined, high-quality engineering, CMMI-DEV Version 1.3 now accommodates other modern approaches as well, including the use of Agile methods, Lean Six Sigma, and architecture-centric development. CMMI® for Development, Third Edition, is the definitive reference for CMMI-DEV Version 1.3. The authors have revised their tips, hints, and cross-references, which appear in the margins of the book, to help you better understand, apply, and find information about the content of each process area. The book includes new and updated perspectives on CMMI-DEV in which people influential in the model’s creation, development, and transition share brief but valuable insights. It also features four new case studies and five contributed essays with practical advice for adopting and using CMMI-DEV. This book is an essential resource–whether you are new to CMMI-DEV or are familiar with an earlier version–if you need to know about, evaluate, or put the latest version of the model into practice. The book is divided into three parts. Part One offers the broad view of CMMI-DEV, beginning with basic concepts of process improvement. It introduces the process areas, their components, and their relationships to each other. It describes effective paths to the adoption and use of CMMI-DEV for process improvement and benchmarking, all illuminated with fresh case studies and helpful essays. Part Two, the bulk of the book, details the generic goals and practices and the twenty-two process areas now comprising CMMI-DEV. The process areas are organized alphabetically by acronym for easy reference. Each process area includes goals, best practices, and examples. Part Three contains several useful resources, including CMMI-DEV-related references, acronym definitions, a glossary of terms, and an index.

Book CMMI for Services

Download or read book CMMI for Services written by Eileen Forrester and published by Pearson Education. This book was released on 2011-03-04 with total page 1360 pages. Available in PDF, EPUB and Kindle. Book excerpt: CMMI® for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction. A member of the newest CMMI model, CMMI-SVC Version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method. The indispensable CMMI® for Services, Second Edition, is both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and to show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers. The book is divided into three parts. Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecycles in service environments; outline how to start using CMMI-SVC; explore how to achieve process improvements that last; and offer insights into the relationships among process areas. Part Two describes generic goals and practices, and then details the complete set of twenty-four CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym and are tabbed for easy reference. Part Three contains several useful resources, including CMMI-SVC-related references, acronym definitions, a glossary of terms, and an index. Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement.

Book CMMI   for Outsourcing

    Book Details:
  • Author : Hubert F. Hofmann
  • Publisher : Addison-Wesley Professional
  • Release : 2011-04-22
  • ISBN : 9780321787620
  • Pages : 464 pages

Download or read book CMMI for Outsourcing written by Hubert F. Hofmann and published by Addison-Wesley Professional. This book was released on 2011-04-22 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: "By following the guidance contained in [the CMMI-ACQ and this book], you'll be able to build an organic acquisition capability that will position your organization to successfully set the scope of engagements with suppliers, keep suppliers and in-house users focused on a common picture of success, and deliver capabilities that will position your organization as a leader in your market or mission for years to come." --From the Foreword by Brian Gallagher Director, Acquisition Program, Software Engineering Institute Increasingly, both commercial and government organizations are acquiring key software, systems, and IT functions instead of building them. Yet all too often, the technology solutions they purchase cannot be sustained successfully. Now there is a comprehensive solution: the CMMI for Acquisition (CMMI-ACQ) model, which connects the widely adopted CMMI 1.2 framework with established industry best practices for acquisition and outsourcing. This book is a practical introduction to the initial CMMI-ACQ and its use in all phases of technology acquisition. Developed under the leadership of the Software Engineering Institute (SEI) and General Motors (GM), the CMMI-ACQ combines CMMI's successful process discipline with techniques proven to work in GM's own extensive outsourcing program. Reflecting the unique insights of key players in the development and early implementation of the CMMI-ACQ, the book covers the entire acquisition project lifecycle, presenting real-world stories as they might occur in your own organizations, insider experiences, tips, tricks, and pitfalls to avoid. The topics discussed here include: determining when outsourcing is and is not appropriate; developing acquisition strategies and aligning organizational structure with them; capturing accurate requirements; specifying realistic design constraints; writing effective RFPs; selecting, managing, and collaborating with suppliers; negotiating contracts; managing risk; and "measuring for success." CMMI for Outsourcing® will be valuable to any organization that wants to achieve better results from technology acquisition. It will be especially helpful to organizations already involved with CMMI-related process improvement and to companies that partner with them. Foreword Preface Chapter 1: Introduction to the CMMI-ACQ Chapter 2: Getting Started Chapter 3: Engineering Solutions Chapter 4: Delivering Solutions Chapter 5: Accelerating Acquisition Improvement Appendix: Overview of CMMI-ACQ Bibliography About the Authors Index

Book CMMI for Outsourcing

    Book Details:
  • Author : Hubert F. Hofmann
  • Publisher : Addison-Wesley Professional
  • Release : 2007
  • ISBN : 9780321477170
  • Pages : 0 pages

Download or read book CMMI for Outsourcing written by Hubert F. Hofmann and published by Addison-Wesley Professional. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "By following the guidance contained in [the CMMI-ACQ and this book], you'll be able to build an organic acquisition capability that will position your organization to successfully set the scope of engagements with suppliers, keep suppliers and in-house users focused on a common picture of success, and deliver capabilities that will position your organization as a leader in your market or mission for years to come." --From the Foreword by Brian Gallagher Director, Acquisition Program, Software Engineering Institute Increasingly, both commercial and government organizations are acquiring key software, systems, and IT functions instead of building them. Yet all too often, the technology solutions they purchase cannot be sustained successfully. Now there is a comprehensive solution: the CMMI for Acquisition (CMMI-ACQ) model, which connects the widely adopted CMMI 1.2 framework with established industry best practices for acquisition and outsourcing. This book is a practical introduction to the initial CMMI-ACQ and its use in all phases of technology acquisition. Developed under the leadership of the Software Engineering Institute (SEI) and General Motors (GM), the CMMI-ACQ combines CMMI's successful process discipline with techniques proven to work in GM's own extensive outsourcing program. Reflecting the unique insights of key players in the development and early implementation of the CMMI-ACQ, the book covers the entire acquisition project lifecycle, presenting real-world stories as they might occur in your own organizations, insider experiences, tips, tricks, and pitfalls to avoid. The topics discussed here include: determining when outsourcing is and is not appropriate; developing acquisition strategies and aligning organizational structure with them; capturing accurate requirements; specifying realistic design constraints; writing effective RFPs; selecting, managing, and collaborating with suppliers; negotiating contracts; managing risk; and "measuring for success." CMMI for Outsourcing will be valuable to any organization that wants to achieve better results from technology acquisition. It will be especially helpful to organizations already involved with CMMI-related process improvement and to companies that partner with them. Foreword Preface Chapter 1: Introduction to the CMMI-ACQ Chapter 2: Getting Started Chapter 3: Engineering Solutions Chapter 4: Delivering Solutions Chapter 5: Accelerating Acquisition Improvement Appendix: Overview of CMMI-ACQ Bibliography About the Authors Index

Book Process Based Unification for Multi model Software Process Improvement

Download or read book Process Based Unification for Multi model Software Process Improvement written by Z.D. Kelemen and published by Zádor Dániel Kelemen. This book was released on 2013-01-30 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many different quality approaches are available in the software industry. Some of the ap-proaches, such as ISO 9001 are not software specific, i.e. they define general requirements for an organization and they can be used at any company. Others, such as Automotive SPICE have been derived from a software specific approach, and can be used for improving specific (in this case automotive) processes. Some are created to improve development processes (e.g. CMMI for Development), others focus on services (e.g. CMMI for Services), and again others are related to particular processes such as software testing (e.g. TMMi) or resource manage-ment (e.g. People CMM). A number of differences among quality approaches exist and there can be various situations in which the usage of multiple approaches is required, e.g. to strengthen a particular process with multiple quality approaches or to reach certification of the compliance to a number of stand-ards. First of all it has to be decided which approaches have potential for the organization. In many cases one approach does not contain enough information for process implementation. Consequently, the organization may need to use several approaches and the decision has to be made how the chosen approaches can be used simultaneously. This area is called Multi-model Software Process Improvement (MSPI). The simultaneous usage of multiple quality ap-proaches is called the multi-model problem. In this dissertation we propose a solution for the multi-model problem which we call the Pro-cess Based Unification (PBU) framework. The PBU framework consists of the PBU concept, a PBU process and the PBU result. We call PBU concept the mapping of quality approaches to a unified process. The PBU concept is operationalized by a PBU process. The PBU result includes the resulting unified process and the mapping of quality approaches to the unified process. Accordingly, we addressed the following research question: Does the PBU framework provide a soluti

Book Cyber Security Engineering

Download or read book Cyber Security Engineering written by Nancy R. Mead and published by Addison-Wesley Professional. This book was released on 2016-11-07 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cyber Security Engineering is the definitive modern reference and tutorial on the full range of capabilities associated with modern cyber security engineering. Pioneering software assurance experts Dr. Nancy R. Mead and Dr. Carol C. Woody bring together comprehensive best practices for building software systems that exhibit superior operational security, and for considering security throughout your full system development and acquisition lifecycles. Drawing on their pioneering work at the Software Engineering Institute (SEI) and Carnegie Mellon University, Mead and Woody introduce seven core principles of software assurance, and show how to apply them coherently and systematically. Using these principles, they help you prioritize the wide range of possible security actions available to you, and justify the required investments. Cyber Security Engineering guides you through risk analysis, planning to manage secure software development, building organizational models, identifying required and missing competencies, and defining and structuring metrics. Mead and Woody address important topics, including the use of standards, engineering security requirements for acquiring COTS software, applying DevOps, analyzing malware to anticipate future vulnerabilities, and planning ongoing improvements. This book will be valuable to wide audiences of practitioners and managers with responsibility for systems, software, or quality engineering, reliability, security, acquisition, or operations. Whatever your role, it can help you reduce operational problems, eliminate excessive patching, and deliver software that is more resilient and secure.

Book IT Governance Policies   Procedures

Download or read book IT Governance Policies Procedures written by Michael Wallace and published by Wolters Kluwer. This book was released on 2012-09-10 with total page 1138 pages. Available in PDF, EPUB and Kindle. Book excerpt: IT Governance Policies and Procedures, 2013 Edition is the premierdecision-making reference to help you to devise an information systems policyand procedure program uniquely tailored to the needs of your organization.Not only does it provide extensive sample policies, but this valuable resourcegives you the information you need to develop useful and effective policiesfor your unique environment.IT Governance Policies and Procedures provides fingertip access to theinformation you need on:Policy and planningDocumentationSystems analysis and designAnd more!IT Governance Policies and Procedures, 2013 Edition has been updated toinclude:A new chapter covering service level agreementsUpdated information and new policy covering Agile project managementUpdated information on managing mobile devices such as tablets and smartphonesNew policies for managing user devices including "bring your own device"policy, flash drive usage, and loaning out hardware for temporary useNew information and policy for managing the use of public and private "appstores" for downloading software on mobile devices such as tablets andsmartphonesThe latest best practices for relocating your technology infrastructure whenmoving departments or your entire organizationNew information on measuring the effectiveness of your training programsUpdated information and policy for managing IT trainingAnd much more!

Book Trustworthy Software Development Processes

Download or read book Trustworthy Software Development Processes written by Qing Wang and published by Springer Science & Business Media. This book was released on 2009-04-23 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the Third International Conference on Software Process, held in Vancouver, Canada, in May 2009 - colocated with ICSE 2009, the 31st International Conference on Software Engineering. The 33 revised full papers presented together with 3 invited papers were carefully reviewed and selected from 96 submissions. The papers are organized in topical sections on process management, process tools, process analysis, process simulation modeling, experience report, process metrics, and process modeling and representation.

Book CMMI  Trademark  for Acquisition  Version 1 2

Download or read book CMMI Trademark for Acquisition Version 1 2 written by and published by . This book was released on 2007 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: The CMMI-ACQ, V1.2 model is a collection of best practices that is generated from the CMMI V1.2 Architecture and Framework. This collection includes acquisition best practices from government and industry. CMMI-ACQ is based on the CMMI Model Foundation or CMF (i.e., model components common to all CMMI models and constellations), the CMMI Acquisition Module [Bernard 2005], and the Software Acquisition Capability Maturity Model (SA-CMM) [SEI 2002]. CMMI-ACQ also incorporates work by several acquisition organizations to adapt the Development constellation for use in an acquisition organization.

Book Evaluation of Novel Approaches to Software Engineering

Download or read book Evaluation of Novel Approaches to Software Engineering written by Leszek Maciaszek and published by Springer. This book was released on 2010-11-18 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Software engineering is understood as a broad term linking science, traditional en- neering, art and management and is additionally conditioned by social and external factors (conditioned to the point that brilliant engineering solutions based on strong science, showing artistic creativity and skillfully managed can still fail for reasons beyond the control of the development team). Modern software engineering needs a paradigm shift commensurate with a change of the computing paradigm from: 1. Algorithms to interactions (and from procedural to object-oriented programming) 2. Systems development to systems integration 3.Products to services Traditional software engineering struggles to address this paradigm shift to inter- tions, integration, and services. It offers only incomplete and disconnected methods for building information systems with fragmentary ability to dynamically accom- date change and to grow gracefully. The principal objective of contemporary software engineering should therefore be to try to redefine the entire discipline and offer a complete set of methods, tools and techniques to address challenges ahead that will shape the information systems of the future.

Book Pragmatic Application of Service Management

Download or read book Pragmatic Application of Service Management written by Suzanne Van Hove and published by IT Governance Ltd. This book was released on 2016-12-15 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create a more robust service management system using the best of ITIL®, ISO 20000-1, COBIT® and CMMI®-SVC. Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organisations have realised that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take. Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance. Product overview Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function. It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies). Packed with instructive illustrations, helpful tables and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting or merging COBIT5, ISO/IEC 20000, ITIL and CMMI-SVC. Better ITSM through integrated best practice Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering. Contents 1. Why This Book 2. COBIT, ISO/IEC 20000, ITIL and CMMI-SVC 3. Addressing VSEs 4. The Five Anchors 5. Caselet #1 – Governance 6. Caselet #2 – Resource Optimization 7. Caselet #3 – Risk Management 8. Caselet #4 – Achieve Business Outcomes 9. Caselet #5 – Compliance & Improvement 10. Caselet #6 - Strategic Alignment 11. Caselet #7 – Security, Compliance & Risk 12. Caselet #8 - Value-based Portfolio 13. Caselet #9 – Strategy Choice & Market Conditions 14. Caselet #10 – Plan & Use Resources Appendix A– The Map About the authors Dr Suzanne D. Van Hove owns and manages SED-IT, a small service management consulting and training company. She has worked in multiple professional verticals leading or coaching service management initiatives. She has also written and delivered accredited courseware for ITIL® and ISO/IEC 20000, as well as multiple workshops and seminars, both nationally and internationally. She is the current chair for INCITS GIT1 – the US national mirror of JTC1/SC40, the Special Committee for Service Management. She also leads the US mirror for JTC1/SC7/WG24. Dr Van Hove is an adjunct professor at Indiana University, Kelley School of Business and has served on the board of directors of itSMF USA as the knowledge management director. In recognition of her contributions to the service management community, Dr Van Hove was the 2013 recipient of the itSMF USA Lifetime Achievement Award. An opera aficionado and avid rosebush gardener, Dr Van Hove resides in Louisville, KY, USA. Mark Thomas is the founder and president of Escoute Consulting, an IT governance consultancy focusing on helping enterprises realise benefits through risk and resource optimisation. As a nationally known ITIL and COBIT expert with more than 20 years of professional experience, Mark’s background spans leadership roles from data centre chief information officer (CIO) to management and IT consulting. Mark has led large teams in outsourced IT arrangements, conducted project management office (PMO), service management and governance activities for major project teams, and managed enterprise applications implementations across multiple industries. Mark has an array of industry experience in the healthcare, finance, manufacturing, services, high technology and government verticals. When he’s not travelling, Mark lives with his family in the Kansas City, MO, area and claims to be a ‘certified’ barbeque judge in his spare time.