Welcome to the
Building Service Excellence
Course
04/12/25
04/12/25
to
Thank you for registering for our Virtual ‘Building Organizational Capability’ Course. This welcome pack provides you with important information regarding the course and the logistics around it.
The Building Organizational Capability course is a CMMI® ‘Building’ level course, which means it is one of the suite of courses that introduce the CMMI Model and its supporting infrastructure. There are no specific experience pre-requisites, however there are certain preparations that you will need to make in order to participate effectively during the class.
Key Course Information
Preparing for the Course
Environment and Technology Preparation
Because this course is being delivered virtually through the Zoom platform, you will need to ensure that you have access to a working environment that will support full-time video conferencing. Specifically:
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Ensure access to high-speed internet during the course
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Try to arrange a quiet, distraction free space for the duration of the course
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This course is using Zoom for all virtual meeting facilities. You do NOT need a Zoom account or software to participate, but you may find the experience simpler and more reliable if you do. You can register with Zoom here: https://zoom.us/ (Support documentation is available here: https://support.zoom.us/hc/en-us)
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Test your webcam, speakers and microphone.
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If you have access to Zoom but are unfamiliar with it, practice using your webcam, and microphone ahead of the class.
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Multiple screens would be a distinct advantage but are not essential.
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Our guidelines for successful online events can be found in our Virtual Training Guide.
Please Note: It is a requirement of this course that all students should attend ALL class sessions and should be visible on a webcam at all times during the class. Failure to do so may result in you being marked as not fully participating in the class which would prevent you from taking the associated CMMI Practitioner Certification exam.
Course Content Preparation
If you haven’t previously registered on the ISACA website for access to your CMMI dashboard, you will shortly receive an email from ISACA. Follow the instructions on this email to gain access to the course materials and the CMMI Model Viewer.
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Registration for this course gives you 30 days access to the model viewer and you should confirm that this is working for you as it will be used extensively throughout all class days (this may not be immediately available but will be ‘switched on’ as the date of the course gets nearer). If you are unfamiliar with the online model viewer, you may find our Model Viewer Quick-Reference Guide helpful.
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Class Materials can be downloaded from your ISACA dashboard once you have completed the registration process and a PDF version of the full CMMI model can also be downloaded. (Your instructor will explain this to you during the orientation meetingWe have prepared a checklist with notes to help you ensure you are ready to fully participate on this course. This is attached to the back of this document.
Course Orientation Meeting
As this is a CMMI Institute certification course, an orientation session will be held in the week before the class. The date for your orientation session is: <09:00 US Eastern Time 6th November 2025>.
The orientation session is intended to provide an opportunity to carry out some initial introductions and to ensure that students are ready to participate on the course. It also gives everyone a chance to test their VC equipment to make sure that it will support the virtual course delivery and is held in the week before the class commences in order to provide a sufficient window of opportunity for any issues to be addressed.The orientation session is also used as an opportunity to conduct the ID checks required by ISACA as part of their course pre-requisites. For more details on this, please refer to our certification course T’s and C’s:
The orientation session is an important and mandatory part of the overall course and if you are unable to make the session for any reason, please contact your instructor as soon as possible to make alternative arrangements.
Collaboration and Interaction
To improve interactivity and collaboration within our online courses, we use the ‘Mural’ interactive online whiteboard tool. All group and individual activities are performed on a class specific mural board which can be worked on by all students simultaneously.
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Most of the features needed to participate in the class are intuitive, basic ones that can be easily picked up and a briefing on the tool will be provided in the Orientation session.
However, if you want a quick tour of the tool, you can download our quick reference guide and feel free to experiment on the class whiteboard that has been set up for this course. Our Mural Quick Reference guide will get you started if you are new to the tool. The Mural board for this class will be made available closer to the start of the course.
Course Readiness Checklist
Checklist Notes
Initial Booking and Introductory Communications
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Due to course licensing fees, all class fees must be paid at least 7 days in advance. Please discuss with your instructor if there is an issue with this. Alternative arrangements may be possible under certain circumstances.
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If you are missing any of the initial communications messages such as the welcome letter or the zoom invites, then please contact your instructor.
Register with the CMMI Institute
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If you have previously been on an ISACA certified CMMI Training course (for example) you may already have an account with the CMMI Institute and will not need to register again. If you have not, then you will receive an email from the CMMI Institute inviting you to complete enrolment for the course by registering on their website.
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Enrolment on the CMMI Institute website is an essential pre-requisite for the course as this will unlock your access to the CMMI model viewer as well as making the Course student materials available to you.
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If you do not receive your email from the CMMI Institute then please contact your instructor at the earliest possible opportunity.
Confirm Access to ISACA Tools and Materials
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Once registered with the CMMI Institute, you should be able to log into your dashboard at: https://cmmiinstitute.com/login
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CMMI Model access is found on your dashboard under the “CMMI V3.0 Links” section. Depending on when you register, you may not get instant model access but it should be available from about a week prior to the start of your course.
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Class Student Materials can also be found under the section “CMMI V3.0 Links” and will be titled: “Building Organizational Capability Student Material”. Student materials are a downloadable zip file, and you should make sure you have access to it all by the start of the class.
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Access to the model PDF will be explained in the orientation session.
Orientation Session
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All Virtual, on-line courses will have an Orientation session that is held (usually) in the week prior to the start of the class.
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This is a required part of the class and is there to test the logistics and readiness for the class to proceed and for students and instructor to meet each other. If for any reason you are unable to make this session, please let your instructor know as soon as possible
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Our online classes generally use the online collaboration tool ‘Mural’ to support class activities. You will be given a Mural link before/in the orientation session. Please check you can access the mural board as a visitor/guest and notify your instructor of any issues.
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You will be required to show proof of identity but showing some form of (government provided) photo id to your instructor (e.g. driver’s license, passport or national identity card). Your instructor will invite you into a private breakout room to carry out this check and your id document will not be shown to other students.
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For more details regarding the above refer to the certification class terms and conditions.
Course Details
Course Agenda
This is a 4 day course running from <Times> every day from <Dates> (in <Time Zone>). The Zoom session will usually be open 30 minutes prior to the class start time to give you time to join, settle and ensure you are ready for a prompt start. This course is highly interactive and discussions are encouraged throughout. For this reason, it may be necessary to ‘flex’ the course agenda dynamically as we progress, however a broad outline of the four days is as follows:
Certification Exam
This course prepares you to take the CMMI Practitioner Certification Exam. One attempt at this exam is included within the course fee and the exam will be made accessible once you have successfully completed the course.
You have 30 days from the start of the course to take the exam. Further details on the exam will be provided within the course material on day 4. You can also download the Policy Document for the CMMI Practitioner certification from:
After The Course
Just because the class has ended, does not mean you cannot go back to your instructor to ask follow on questions or to get further clarity on points relating to the model content. You will be given the contact details of your instructor during the class, and we encourage you to reach out if you need further support. We will always do our best to answer your questions as promptly as we can (on a best endeavours basis!), so if there is something you wish to know then do feel free to ask.
Follow-on CMMI Training
There are further training options available to you if you want to continue on your CMMI journey.Once you have completed the BOC course and passed the CMMI Practitioner certification exam, you will have met all the formal training requirements to enable you to participate as a team member on any appraisal, looking at any combination of the 8 special interest domains currently defined within the model, up to Maturity Level 3.
If you have a need or intention to participate as a team member on a High-Maturity appraisal (i.e. looking at Levels 4 and/or 5) then there is a follow-on course that you will need to take:
High Maturity Concepts Course (1 day, no exam)
If you want to understand how to apply the CMMI practices in greater detail, or if you have a desire to progress on to become a Lead Appraiser or CMMI Instructor, the next course that you will need to take is the ‘Applying CMMI’ course which leads to the CMMI Professional certification:
Applying CMMI (5 days, CMMI Professional Certification exam)