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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 5. Relationships among Process Areas

In this chapter, we describe the key relationships among process areas. These relationships among multiple process areas, including the information and artifacts that flow from one process area to another—illustrated by the figures and descriptions in this chapter—help you to see a larger view of process implementation and improvement.

Successful process improvement initiatives must be driven by the business objectives of the organization. For example, a common business objective is to reduce the time it takes to respond to customers. The process improvement objective derived from that might be to improve incident management processes. Those improvements rely on best practices in the Service Delivery ...

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