1. A Strategic View of Service 1
2. Identifying Present and Emerging Market Opportunities for Service and Support 33
3. Running Service as a Strategic Line of Business 57
4. Providing Customers with What They Want 77
5. Developing and Planning the Service Organization 108
8. Managing and Controlling Service 143
9. Using Systems and Technology to Improve Service Operations and Productivity 169
10. Summary: The Emerging Role of Strategic Service 193
Appendix A. Economic, Legal, and Logical Arguments for Support of Independent Service Organizations 204
Appendix B. The State of the Art in Standard Service Management Systems Software 211.
