“First off, service does not equal tech support! It does not equal training and certification. It does not equal custom development services! It can include all of these components, but it most go beyond them, by reframing a problem that your customers are struggling with, and offering a compelling outsourced solution.
Service means helping other people to get their jobs done, effectively becoming an invisible enabler of their business. When IBM or Oracle sells service as part of their software offering, they are really selling solutions, the assurance that some kind of business problem is going to go away, or some kind of business process is going to be carried on in a more streamlined fashion.”