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This course may be offered by special arrangement at customer sites.
Schedule
This 3-day course meets at the following times:
Days 1-2, 8:30 a.m. - 5:00 p.m. (U.S. locations)
Day 3, 8:30 a.m. - 4:00 p.m. (U.S. locations)
Days 1-2, 9:00 a.m. - 5:30 p.m. (non-U.S. locations)
Day 3, 9:00 a.m. - 4:30 p.m. (non-U.S. locations)
- Introduction
- Why Model-Based Process Improvement Aids Service Excellence
- Overview of CMMI-SVC
- Defining, Establishing, and Delivering Service
- Monitoring and Controlling Service and Work Products
- Ensuring Service Mission Success
- Sustaining Improvement
- Making Work Processes Explicit and Measurable
- Enabling Practices for Managing Service
- Creating a Culture to Sustain Service Excellence
- Planning Your Next Steps
There are no prerequisites for this course.
On the first day of the course, participants will receive CMMI for Services: Guidelines for Superior Service textbook and a course notebook with copies of the course slides.
