Bill Hefley is an Associate Teaching Professor and Program Director of the MSIT Information Technology Service Management (MSIT-ITSM) program in the Institute for Software Research (ISR) at Carnegie Mellon University. He is also associated with the Information Technology Services Qualification Center (ITSqc), whose mission is to address the emerging need for capability models and qualification methods for organizations involved in the evolving Internet economy. Within the ITSqc, Bill is involved in model and evaluation method development. He is currently working in the areas of IT-enabled sourcing from the perspectives of both the service providers (the eSCM-SP) and clients, where he led the effort to develop the eSCM for Client Organizations (eSCM-CL). He is also an instructor for the eSCM-SP and eSCM-CL courses, as well as the eSCM Capability Determination Methods course.

In his role as an Associate Teaching Professor, Bill teaches service science, service innovation, and sourcing management courses, and is a frequent lecturer on service innovation and global software delivery. He also supervises graduate studies and projects related to sourcing relationships, software process management, human capital management , and knowledge management.

Dr. Hefley was a Senior Member of the Technical Staff at the Software Engineering Institute (SEI) from 1987-1996 where he led the team that developed the
People Capability Maturity Model (P-CMM®) and its assessment method.

He received his Ph.D. in Organization Science and Information Technology from Carnegie Mellon University. He also received an M.S. in Engineering and Public Policy from Carnegie Mellon University and an M.S.S.M from the University of Southern California. He also received baccalaureate degrees in Computer Science, Political Science and Psychology.

Bill's research interests include human capital management, process and capability modeling, organizational capability assessment, human-computer interaction, and software engineering education. He is currently on the editorial boards of several journals and is Series Editor for the Springer book series on Service Science: Research and Innovations in the Service Economy.