Download CMMI for Services: Guidelines for Superior Service by Eileen Forrester, Brandon Buteau, Sandra Shrum PDF

By Eileen Forrester, Brandon Buteau, Sandra Shrum

CMMI® for providers (CMMI-SVC) is a complete set of directions to aid organisations determine and increase approaches for supplying companies. through adapting and lengthening confirmed criteria and most sensible practices to mirror the original demanding situations confronted in provider industries, CMMI-SVC bargains services a realistic and concentrated framework for reaching larger degrees of provider caliber, controlling bills, bettering schedules, and making sure person satisfaction.

 

This vital ebook includes either an creation to the CMMI-SVC version and an authoritative reference for it. The contents comprise the entire version itself, formatted for speedy look up. additionally, the book’s authors have sophisticated the model’s introductory chapters; supplied marginal notes to elucidate the character of specific approach components and convey why their practices are invaluable; and inserted longer sidebars to provide an explanation for vital thoughts. short essays via individuals with event in numerous software components additional illustrate how the version works in perform and what merits it offers.

 

The publication is split into 3 parts.

 

Part One begins through completely explaining CMMI-SVC, its thoughts, and its use. The authors supply strong information regarding provider thoughts, together with a dialogue of lifecyles in carrier environments; define how one can commence utilizing CMMI; discover the way to in achieving procedure advancements that final; and provide insights into the relationships between technique areas.

 

Part describes everyday targets and wide-spread practices, then info the full set of CMMI-SVC strategy parts, together with particular targets, particular practices, and examples. the method components are geared up alphabetically through acronym for simple reference.

 

Part 3 contains a number of invaluable assets, together with CMMI—SVC-related references, acronym definitions, a word list of phrases, and an index.

 

Whether you're new to CMMI types or are already acquainted with a number of of them, this publication is a necessary source for carrier services attracted to studying approximately or enforcing procedure improvement.

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Extra info for CMMI for Services: Guidelines for Superior Service

Sample text

This more restrictive definition reflected the original focus of CMMI (and the other maturity models that preceded it), which was principally on development efforts that normally come to some expected end once an overall objective has been reached. , services from businesses that intend to offer them indefinitely, or typical municipal 18 PART ONE ABOUT CMMI FOR SERVICES services). Service providers in these contexts would naturally be reluctant to describe their service delivery work as a project under this definition.

The single word incident is used in place of service incident when the context makes the meaning clear. Like requests, incidents require some recognition and response by the service provider; but unlike requests, incidents are unintended events, although some types of incidents may be anticipated. Whether or not they are anticipated, incidents must be resolved in some way by the service provider. In some service types and service provider organizations, service requests and incidents are both managed and resolved through common processes, personnel, and tools.

Service agreements can appear in a wide variety of forms, ranging from simple posted menus of services and their prices, to tickets or signs with fine print that refers to terms and conditions described elsewhere, to complex multipart documents that are included as part of legal contracts. Whatever they may contain, it is essential that service agreements be recorded in a form that both the service provider and the customer can access and understand so that misunderstandings are minimized. The “promised exchange of value” implies that each party to the agreement commits to providing the other party or parties with something they need or want.

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