CMMI for Services Guidelines for Superior Service

ISBN-10: 0321711521
ISBN-13: 9780321711526
Edition: 2nd 2011
List price: $95.00
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Description: This is an introduction to CMMI-SVC, the powerful new process improvement framework for service providers of all kinds. It shows how the proven CMMI framework has been extended for the huge services marketplace, and how to use CMMI-SVC to optimize  More...

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Book details

List price: $95.00
Edition: 2nd
Copyright year: 2011
Publisher: Addison Wesley Professional
Publication date: 5/16/2011
Binding: Hardcover
Pages: 800
Size: 8.00" wide x 9.50" long x 1.50" tall
Weight: 2.882

This is an introduction to CMMI-SVC, the powerful new process improvement framework for service providers of all kinds. It shows how the proven CMMI framework has been extended for the huge services marketplace, and how to use CMMI-SVC to optimize any service-related process.

Preface
Acknowledgments
About CMMI for Services
Introduction
Do You Need CMMI?
How Does CMMI Help You to Solve These Problems?
How Can CMMI Benefit You?
Evolution of CMMI
CMMI Framework
CMMI for Services
Important CMMI-SVC Concepts
Process Area Components
Core Process Areas and CMMI Models
Required, Expected, and Informative Components
Components Associated with Part Two
Supporting Informative Components
Numbering Scheme
Typographical Conventions
How to Start Using CMMI
Important Roles in Process Improvement
SCAMPI Appraisals
CMMI Training
An Approach to Getting Started
How to Get There
Achieving Process Improvement that Lasts
Overview
Lasting Improvement
Understanding Generic Practices
Understanding Capability Levels
Using Capability Levels
Understanding Maturity Levels
Using Maturity Levels
Using Capability Levels and Maturity Levels
Equivalent Staging
Achieving High Maturity
Relationships Among Process Areas
Relationships that Drive Service Establishment and Delivery
Relationships that Drive Service Management
Lifecycles
Essays About CMMI for Services
A Changing Landscape
Expanding Capabilities across the "Constellations"
CMMI for Services, with a Dash of CMMI for Development
Enhancing Advanced Use of CMMI-DEV with CMMI-SVC Process Areas for SoS
Multiple Paths to Service Maturity
Using CMMI-DEV and ISO 20000 Assets in Adopting CMMI-SVC
Experience-Based Expectations for CMMI-SVC
An IT Services Scenario Applying CMMI for Services: The Story of How HeRus Improved Its IT Services
Are Services Agile?
What We Can Learn from High-Performing IT Organizations to Stop the Madness in IT Outsourcing
Public Education in an Age of Accountability
Applying CMMI-SVC for Educational Institutions
Plans Are Worthless
CMMI Ensures Vehicle Insurance Services
Security and CMMI for Services
Generic Goals and Generic Practices, and the Process Areas
Generic Goals and Generic Practices
Capacity and Availabili ty Management
Causal Analysis and Resolution
Configuration Management
Decision Analysis and Resolution
Incident Resolution and Prevention
Integrated Work Management
Measurement and Analysis
Organizational Process Definition
Organizational Process Focus
Organizational Performance Management
Organizational Process Performance
Organizational Training
Process and Product Quality Assurance
Quantitative Work Management
Requirements Management
Risk Management
Supplier Agreement Management
Service Continuity
Service Delivery
Service System Development
Service System Transition
Strategic Service Management
Work Monitoring and Control
Work Planning
The Appendices
References
Acronyms
CMMI Version 1.3 Project Participants
Glossary
Book Contributors
Index

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