New PDF release: CMMI for Services: Guidelines for Superior Service

By Eileen Forrester, Brandon Buteau, Sandra Shrum

CMMI® for providers (CMMI-SVC) is a entire set of directions to assist corporations identify and increase tactics for providing companies. via adapting and increasing confirmed criteria and top practices to mirror the original demanding situations confronted in carrier industries, CMMI-SVC deals prone a realistic and concentrated framework for reaching larger degrees of carrier caliber, controlling charges, enhancing schedules, and making sure consumer satisfaction.


This imperative ebook includes either an creation to the CMMI-SVC version and an authoritative reference for it. The contents comprise the full version itself, formatted for fast search for. additionally, the book’s authors have subtle the model’s introductory chapters; supplied marginal notes to elucidate the character of specific approach parts and exhibit why their practices are necessary; and inserted longer sidebars to provide an explanation for vital suggestions. short essays through individuals with adventure in numerous program parts additional illustrate how the version works in perform and what merits it offers.


The booklet is split into 3 parts.


Part One begins by way of completely explaining CMMI-SVC, its suggestions, and its use. The authors supply powerful information regarding carrier options, together with a dialogue of lifecyles in carrier environments; define find out how to begin utilizing CMMI; discover how you can in achieving method advancements that final; and supply insights into the relationships between approach areas.


Part describes established ambitions and established practices, then info the full set of CMMI-SVC procedure parts, together with particular pursuits, particular practices, and examples. the method parts are geared up alphabetically through acronym for simple reference.


Part 3 contains a number of priceless assets, together with CMMI—SVC-related references, acronym definitions, a thesaurus of phrases, and an index.


Whether you're new to CMMI versions or are already accustomed to a number of of them, this e-book is an important source for carrier prone drawn to studying approximately or enforcing technique improvement.

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Additional resources for CMMI for Services: Guidelines for Superior Service

Sample text

It is responsible for the following: Chapter 3 How to Start Using CMMI 35 • Being a role model for others in the organization • Monitoring process improvement activities • Supporting teams by providing help with chartering, training, planning, and so on • Reporting progress and issues to the management steering group • Being a champion for process improvement • Teaching and encouraging others in the organization about process improvement The Process Group Leader The process group leader is the person who leads the process group and works with the executive sponsor to bring about change.

A second possible point of confusion is between services and processes, especially because both terms refer to entities that are by nature intangible and nonstorable, and because both concepts are 12 PART ONE ABOUT CMMI FOR SERVICES intrinsically linked. However, in CMMI models, processes are activities, while services are a useful result of performing those activities. For example, an organization that provides training services performs training processes (activities) that are intended to leave the recipients of the training in a more knowledgeable state.

In its research to help organizations to develop and maintain quality products and services, the Software Engineering Institute (SEI) has found several dimensions that an organization can focus on to improve its business. 1 illustrates the three critical dimensions that organizations typically focus on: people, procedures and methods, and tools and equipment. What ties everything together? Processes allow you to align people, procedures and methods, and tools and equipment with the way you do business.

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