IT Service CMM Questionnaire-0IT Service CMM Questionnaire Frank Niessink and Viktor Clerc October 22, 2003 Participant Identication Name: Team, Role: Tel: Date: For IT Service CMM version L2-1.0, questionnaire version 0.3. R CMM is registered in the U.S. patent and Trademark Ofce. Accuracy and interpretation of this document are the responsibility of Software Engineering Research Centre. Carnegie Mellon University has not participated in this publication. 1 Contents 1 Introduction 2 Instructions 3 Overview of the IT Service CMM 4 Service Commitment Management 5 Service Delivery Planning 6 Service Tracking and Oversight 7 Subcontract Management 8 Conguration Management 9 Event Management 10 Service Quality Assurance 3 3 4 6 8 11 15 19 22 25 2 1 Introduction This document contains questions on the performance o……