popularThis assessment and action plan is based upon the IT Infrastructure Library (ITIL) IT service management process framework and the Capability Maturity Model (CMM)/Software Process Improvement & Capability Determination (SPICE) models developed by the Software Engineering Institute at Carnegie Mellon University. Users can use this document to evaluate their organization's effectiveness in managing key activities described in the operational and tactical areas of the ITIL IT service management best practices framework.
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