标签: itscmm-presentation

itscmm-presentation19/04/2002TheITServiceCMMFrankNiessinkniessink@serc.nlVersion2.4,March15,2002PresentationoverviewITServiceCMMServicesversusproductsServicequalityWhatitis;whatitisnotGoals,structure,contents,historyUsingtheITServiceCMMExperience,assessments,costsandbenefitsCurrentstatusandoutlookSERC2002119/04/2002ServicesService:“Anessentiallyintangiblesetofbenefits,createdbyactivities,thataresoldbyonepartytoanother”Maincharacteristics:IntangibilityHeterogeneitySimultaneousproductionandconsumptionPerishabilityServicesvs.ProductsSERC2002219/04/2002Servicesvs.ProductsServiceQualityTwoimportantissues:Technicalqualityvs.functionalqualitytechnicalquality:whatthecustomerisleftwit……