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CMMI for Services: Guidelines for Superior Service by Sandy Shrum, Brandon L. Buteau, Eileen C. Forrester

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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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