Towards the creation of a service delivery capability maturity model

D. Chicksand; D. Marshall; J. Rehme; A. Greasley; H. Walker

Towards the creation of a service delivery capability maturity model

D. Chicksand, D. Marshall, J. Rehme, A. Greasley, H. Walker

Operations & Information Management

Research output: Unpublished contribution to conference › Unpublished Conference Paper › peer-review

Abstract

This paper describes the development of a Capability Maturity Model (CMM) for Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from around the world to provide guidance and a framework. A model is p roduced which incorporates 5 levels of performance across 4 key performance areas. The model has been successfully applied to 14 different o perations across the world . The Service Delivery Capability Maturity Model will enable m anagers to assess the performance of their Service Delivery organisation and help to drive improvements in this vital sector .

Original language	English
Publication status	Published - 1 Oct 2016
Event	POMS 2016 - Orlando, United States Duration: 6 May 2016 → 9 May 2016

Conference

Conference	POMS 2016
Country/Territory	United States
City	Orlando
Period	6/05/16 → 9/05/16

Cite this

@conference{2740095aa9bd4298bab88083d213a565,

title = "Towards the creation of a service delivery capability maturity model",

abstract = "This paper describes the development of a Capability Maturity Model (CMM) for Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from around the world to provide guidance and a framework. A model is p roduced which incorporates 5 levels of performance across 4 key performance areas. The model has been successfully applied to 14 different o perations across the world . The Service Delivery Capability Maturity Model will enable m anagers to assess the performance of their Service Delivery organisation and help to drive improvements in this vital sector .",

author = "D. Chicksand and D. Marshall and J. Rehme and A. Greasley and H. Walker",

year = "2016",

month = oct,

day = "1",

language = "English",

note = "POMS 2016 ; Conference date: 06-05-2016 Through 09-05-2016",

}

TY - CONF

T1 - Towards the creation of a service delivery capability maturity model

AU - Chicksand, D.

AU - Marshall, D.

AU - Rehme, J.

AU - Greasley, A.

AU - Walker, H.

PY - 2016/10/1

Y1 - 2016/10/1

N2 - This paper describes the development of a Capability Maturity Model (CMM) for Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from around the world to provide guidance and a framework. A model is p roduced which incorporates 5 levels of performance across 4 key performance areas. The model has been successfully applied to 14 different o perations across the world . The Service Delivery Capability Maturity Model will enable m anagers to assess the performance of their Service Delivery organisation and help to drive improvements in this vital sector .

AB - This paper describes the development of a Capability Maturity Model (CMM) for Service Delivery. The paper describes the use of the Delphi approach to enlist the help of 18 experts from around the world to provide guidance and a framework. A model is p roduced which incorporates 5 levels of performance across 4 key performance areas. The model has been successfully applied to 14 different o perations across the world . The Service Delivery Capability Maturity Model will enable m anagers to assess the performance of their Service Delivery organisation and help to drive improvements in this vital sector .

M3 - Unpublished Conference Paper

T2 - POMS 2016

Y2 - 6 May 2016 through 9 May 2016

ER -

Towards the creation of a service delivery capability maturity model

Abstract

Conference

Fingerprint

Cite this