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turning knowledge into competencies

CMMI® for Services

Best Practices for Providing Superior Services


CMMI® (Capability Maturity Model® Integration) models are collections of best practices that help organizations to improve their processes.

The CMMI® for Services model provides a comprehensive integrated set of guidelines for providing superior services as well as an appraisal framework allowing an organization to benchmark and continually improve its service provision activities. The focus is on the activities for providing quality services to customers and end users.

OBJECTIVES

 To gain understanding about the CMMI® architecture
 To provide an overview of the key service provision process activities
 To develop competencies to perform self-appraisal of service provision process activities
 To provide guidance on how to practically identify and implement prioritized improvement opportunities

CONTENT

1. Introduction to CMMI® and the Services Model
2. Generics Goals and Generic Practices
3. Process Areas
a. Service Establishment and Delivery
b. Service Management
c. Project and Work Management
d. Process Management
e. Support
4. Appraisal and Implementation

TARGET AUDIENCE

 All individuals interested in process improvement in a service provision environment.
 All individuals wanting to use a reference model for appraising the service provision processes in their organization.

PREREQUISITES

None

PEDAGOGICAL METHOD

 Theory and concepts illustrated by an accredited trainer with sound expertise and experience in service provision activities.
 Group discussions with the purpose to match the relevant service provision issues to real life experience.

CERTIFICATION

None

STUDENT PACK

 Course Materials
 Attendance Certificate

Design and implementation Flockdesign Ronse