CMMI for Services: Guidelines for Superior Service, 2/e (Hardcover)

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. A member of the newest CMMI model, CMMI-SVC Version 1.3, reflects changes to the model made for all constellations, including clarifications of high-maturity practices, alignment of the sixteen core process areas, and improvements in the SCAMPI appraisal method.

The indispensable CMMI® for Services, Second Edition, is both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick reference. 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 to 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.

The book is divided into three parts.

Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecycles in service environments; outline how to start using CMMI-SVC; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.

Part Two describes generic goals and practices, and then details the complete set of twenty-four CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym and are tabbed for easy reference.

Part Three contains several useful resources, including CMMI-SVC-related references, acronym definitions, a glossary of terms, and an index.

Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement.

CMMI® for Services (CMMI-SVC) 是一套全面的指南，旨在幫助組織建立和改進提供服務的流程。CMMI-SVC 通過適應和擴展經過驗證的標準和最佳實踐，以反映服務行業所面臨的獨特挑戰，為服務提供商提供了一個實用且專注的框架，以實現更高水平的服務質量，控制成本，改善進度並確保用戶滿意度。CMMI-SVC 版本 1.3 是最新的 CMMI 模型之一，反映了針對所有組合所做的模型變更，包括高成熟度實踐的澄清，十六個核心流程領域的對齊以及 SCAMPI 評估方法的改進。

不可或缺的《CMMI® for Services, Second Edition》既是 CMMI-SVC 模型的介紹，也是其權威參考資料。內容包括完整的模型本身，以便快速查閱。此外，本書的作者還改進了模型的入門章節；提供了邊緣註釋，以澄清特定流程領域的性質並說明其實踐的價值；並插入了更長的側邊欄以解釋重要概念。不同應用領域的經驗豐富的人士撰寫的簡短文章進一步說明了模型在實踐中的運作方式以及其帶來的好處。

本書分為三個部分。

第一部分徹底解釋了 CMMI-SVC，其概念和使用方法。作者提供了關於服務概念的豐富信息，包括討論服務環境中的生命周期；概述如何開始使用 CMMI-SVC；探討如何實現持久的流程改進；並提供了流程領域之間的關係的見解。

第二部分描述了通用目標和實踐，然後詳細介紹了完整的二十四個 CMMI-SVC 流程領域，包括具體目標、具體實踐和示例。流程領域按縮寫字母順序組織，並帶有標籤以便快速查閱。

第三部分包含幾個有用的資源，包括與 CMMI-SVC 相關的參考資料、縮寫定義、術語詞彙表和索引。

無論您是對 CMMI 模型還是已經熟悉其中一個或多個模型，本書都是對於有興趣了解或實施流程改進的服務提供商來說不可或缺的資源。