CMMI® for Services: Guidelines for Superior Service, Second Edition

Preface

Services make up 80 percent of the world economy and comprise more than half of U.S. Department of Defense acquisitions. The primary purpose of the CMMI for Services (CMMI-SVC) model, which is the basis of this book, is to guide service providers as they improve the way they do their work—their processes. Improved processes result in improved service performance, customer satisfaction, and profitability. When organizations using CMMI-SVC make improvements in their performance, they can ultimately contribute to the health of the world economy.

CMMI (Capability Maturity Model Integration) models are collections of effective practices that help organizations to improve their processes. The CMMI-SVC model, like all of the CMMI Product Suite, ...