October 2009
Intermediate to advanced
720 pages
16h 27m
English
book
CMMI for Services: Guidelines for Superior Service
by Eileen C. Forrester, Brandon L. Buteau, Sandy Shrum
Content preview from CMMI for Services: Guidelines for Superior Service
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Chapter 1. Introduction
The service industry is a significant driver for worldwide economic growth. Guidance on developing and improving service processes is a critical contributor to improved performance, customer satisfaction, and profitability. The CMMI for Services (CMMI-SVC) model was designed to begin meeting that need for guidance within the CMMI Product Suite.
All CMMI-SVC model practices focus on the activities of the service provider organization. Seven process areas focus on practices specific to services, addressing capacity and availability management, service continuity, service delivery, incident resolution and prevention, service transition, service system development, and strategic service management processes. The remaining ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.