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

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Strategic Service Management

A Service Establishment and Delivery Process Area at Maturity Level 3

Purpose

The purpose of Strategic Service Management (STSM) is to establish and maintain standard services in concert with strategic needs and plans.

Introductory Notes

The Strategic Service Management process area involves the following activities:

• Analyzing capabilities and needs for services that span multiple customers and agreements

• Establishing and maintaining standard services, service levels, and descriptions that reflect these capabilities and needs

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