CMMI for Services Guidelines for Superior Service 1st Edition by Eileen Forrester, Brandon Buteau, Sandra Shrum ISBN 0321635892 9780321635891

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Product details:

ISBN 10: 0321635892 
ISBN 13: 9780321635891
Author: Eileen Forrester, Brandon Buteau, Sandra Shrum

CMMI^® for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction.

This indispensable book comprises both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick lookup. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers.

CMMI for Services Guidelines for Superior Service 1st Table of contents:

• Part I: CMMI-SVC Essentials

  • Chapter 1: The CMMI-SVC Model

    • What is CMMI-SVC?

    • The CMMI-SVC Components

    • The CMMI-SVC Structure

    • Maturity Levels and Process Areas

  • Chapter 2: The CMMI-SVC Architecture

    • Generic Goals and Generic Practices

    • Specific Goals and Specific Practices

    • Relationships between Process Areas

• Part II: CMMI for Services Process Areas

  • Chapter 3: Maturity Level 2 Process Areas

    • CM—Configuration Management

    • MA—Measurement and Analysis

    • PMC—Project Monitoring and Control

    • PP—Project Planning

    • PPQA—Process and Product Quality Assurance

    • REQM—Requirements Management

    • SAM—Supplier Agreement Management

    • SD—Service Delivery

  • Chapter 4: Maturity Level 3 Process Areas

    • DAR—Decision Analysis and Resolution

    • IPM—Integrated Project Management

    • OPD—Organizational Process Definition

    • OPF—Organizational Process Focus

    • OT—Organizational Training

    • RSKM—Risk Management

    • TS—Technical Solution

    • VAL—Validation

    • VER—Verification

  • Chapter 5: Maturity Level 4 Process Areas

    • OPP—Organizational Process Performance

    • QPM—Quantitative Project Management

  • Chapter 6: Maturity Level 5 Process Areas

    • CAR—Causal Analysis and Resolution

    • OPM—Organizational Performance Management

• Part III: Implementing CMMI for Services

  • Chapter 7: Implementing a CMMI-SVC Model

    • Getting Started

    • The Implementation Process

    • Overcoming Challenges

  • Chapter 8: CMMI-SVC Appraisals

    • What is an Appraisal?

    • Appraisal Methods (SCAMPI)

    • Preparing for an Appraisal

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Tags: Eileen Forrester, Brandon Buteau, Sandra Shrum, CMMI, Guidelines