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CMMI by Eileen C. Forrester, Brandon L. Buteau, Sandy Shrum

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Chapter 1. Introduction

The service industry is a significant driver for worldwide economic growth. Guidance on developing and improving mature service practices is a key contributor to improved performance, customer satisfaction, and profitability. The CMMI for Services (CMMI-SVC) model is designed to begin meeting that need.

All CMMI-SVC model practices focus on the activities of the service provider. 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 17 process areas focus on practices that any organization ...

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