This three-day course introduces you to the CMMI® for Services (CMMI®-SVC) model. This model is a framework of best practices that help organizations to establish, deliver, maintain, manage and improve their services. The course is a prerequisite for any authorisation or subsequent course that calls for an Introduction to CMMI® requirement. CMMI®-SVC is a comprehensive set of guidelines that helps organizations to establish and improve processes for delivering service.

The course is highly interactive and composed of exercises, discussion, and presentations. After attending the course, you will be able to describe the CMMI®-SVC model, apply the model’s process areas, and locate information in the model.

Module 1 – Introduction
 Introduction |  Overview of CMMI®-SVC |  Defining, Establishing, and Delivering Service |  Monitoring and Controlling Service and Work Products  |  Ensuring Service Mission Success |  Managing Demand |  Why Model-Based Process Improvement Aids Service Excellence
Module 2 – Overview to CMMI For Services
Concept & Interpretation of Maturity | Framework and Architecture | The maturity levels | Process visibility across the maturity levels | Behavioral characteristics of each maturity level | Goals | Specific Practices | Generic Practices
Module 3 – Level 2 Process Areas
Service Delivery | Requirement Management | Work Planning | Work Monitoring & Control | Supplier Agreement Management | Measurement & Analysis | Process and Product Quality Assurance | Configuration Management | Generic Practices
Module 4 – Level 3 Process Areas
Decision Analysis & Resolution | Risk Management | Integrated Work Management | Organizational Training | Organizational Process Defintiion| Organizational Process Focus | Strategic Service Management | Service System Development | Service Continuity | Service System Transition | Incident Resolution & Prevention | Capacity & Availability Management
Module 5 – Level 4 Process Areas
Organizational Process Performance | Quantitative Work Management | Generic Practices
Module 6 – Level 5 Process Areas
Organizational Performance Management | Causal Analysis & Resolution | Generic Practices




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