CMMI for Services: Guidelines for Superior Service, Second Edition

SEIs authoritative, official introduction to Version 1.3 of CMMI-SVC, the powerful process improvement framework for all service providers Shows how to use CMMI-SVC V. 1.3 to optimize any service-related process, avoid problems, and seize opportunities. Covers the whole CMMI-SVC model, with practical notes and real-world case studies. Now in two colors for greater clarity. An official SEI publication: will be used in a growing number of CMMI-SVC courses. The CMMI framework has long provided powerful process improvement tools for organizations that build software and other products. But 80% of the global economy is now based on services, not products. To address these processes, SEI has extended its CMMI framework to reflect the unique challenges of process improvement in service industries. Three members of the CMMI-SVC development team walk through the newest version of CMMIs services model from start to finish, showing how each element can be applied in real-world services organizations. This official SEI publication is both a comprehensive reference and a hands-on tutorial. Fully updated for CMMI Version 1.3, this edition adds a second color for greater clarity and usefulness. Using it, organizations can establish, manage, and improve services that more successfully serve both customers and users. They will learn how to make better decisions, avoid problems, and seize new opportunities. First, the authors thoroughly explain CMMI-SVC Version 1.3, its concepts, and its use. Next, they present a complete reference of best practices, organized for fast access. Practical notes, tips, hints, and case studies clarify the model and show its application in diverse environments. The authors also present glossaries, acronyms, and other essential reference information available nowhere else