Process Excellence for IT Operations Quotes

“Service is an intangible set of benefits, created by a series of activities. Over the last decade in the IT industry, the distinction between “products” and “services” is blurred, as products are positioned as services, and services are packaged as products. To blur the distinction between products and services is more of a marketing strategy and does not constitute real differentiation. Not only will the sales and pricing strategy between products and services greatly differ, but so will the management approach. Solution is not service, either.”
― Prafull Verma, Process Excellence for IT Operations: a Practical Guide for IT Service Process Management