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

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Service Delivery

A Service Establishment and Delivery Process Area at Maturity Level 2

Purpose

The purpose of Service Delivery (SD) is to deliver services in accordance with service agreements.

Introductory Notes

The Service Delivery process area focuses on the following:

• Establishing and maintaining service agreements

• Preparing and maintaining a service delivery approach

• Preparing for service delivery

• Delivering services

• Receiving and processing service requests

• Maintaining service systems

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