CALMSS: A Model For Assessing Modern Service Delivery

August 13th, 2015

With contributors:

Eveline Oehrlich , Megan Doerr

Summary

DevOps experts have been using the CALMS (culture, automation, Lean, measurement, and sharing) model to describe changes an organization must undergo to achieve successful modern service delivery (MSD). But this model doesn't adequately describe each area in detail, leaving infrastructure and operations (I&O) pros wondering what exactly they need to change. Thus, Forrester has added management and sourcing to the model as well as competencies in each area so I&O pros will know what they need for success. Successful MSD is not about maturing to an end state of nirvana but rather continually growing toward speedier and higher-quality releases of products and services. Use the CALMSS competency model to understand, measure, and grow your competencies.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.