Software Engineering Institute | Carnegie Mellon University
Software Engineering Institute | Carnegie Mellon University

Digital Library

Javascript is currently disabled for your browser. For an optimal search experience, please enable javascript.

Advanced Search

Basic Search

Content Type

Topics

Publication Date

Book

CMMI for Services: Guidelines for Superior Service, Second Edition

CMMI for Services: Guidelines for Superior Service, Second Edition
  • Please note that current and future CMMI research, training, and information has been transitioned to the CMMI Institute, a wholly-owned subsidiary of Carnegie Mellon University.
  • Abstract

    This book is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction. A member of the newest CMMI model, CMMI-SVC Version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method.

    The indispensable CMMI for Services, Second Edition, is both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. In addition, the book's authors have refined the model's introductory chapters; provided marginal notes to clarify the nature of particular process areas and to show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers.

    Format: Hardback