资料介绍
itscmm-presentation19/04/2002
The IT Service CMM
Frank Niessink niessink@serc.nl Version 2.4, March 15, 2002
Presentation overview
IT Service CMM
Services versus products Service quality
What it is; what it is not
Goals, structure, contents, history
Using the IT Service CMM
Experience, assessments, costs and benefits
Current status and outlook
SERC 2002
1
19/04/2002
Services
Service: “An essentially intangible set of benefits, created by activities, that are sold by one party to another” Main characteristics:
Intangibility Heterogeneity Simultaneous production and consumption Perishability
Services vs. Products
SERC 2002
2
19/04/2002
Services vs. Products
Service Quality
Two important issues: Technical quality vs. functional quality
technical quality: what the customer is left wit
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