Dr. Frank Niessink is a principal consultant at the Software Engineering
Research Centre (SERC) in Utrecht, the Netherlands. His research interests
are software measurement, software maintenance and process improvement.
Before joining SERC, Niessink has been an Assistant Professor of Computer
Science at the Vrije Universiteit Amsterdam, division of Mathematics and
Computer Science and a quality advisor at ASZ (Automatisering Sociale
Zekerheid/Automation Social Security). Niessink received a PhD in Computer
Science, a MSc in Computer Science and a MSc in Economics from the Vrije
Universiteit.

Towards Mature IT Services

The IT Service Capability Maturity Model is a maturity growth
model aimed at IT service providers. Its goals are to enable assessments
of the maturity of IT service providers and to provide directions for
improvement of IT service processes. The model itself consists of five
maturity levels, each containing process areas that are key to the
improvement of IT service organizations. In this presentation, we discuss
the origin and history of the model, the structure and contents, and
ways to apply the model.

workshop introduction it Service-CMM