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The IT Service CMM(源自翰纬)
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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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