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Service levels


Software vendors learnt long ago that the vendors who over-service the customer base are the ones who go out of business, while the successful ones reduce service levels to the point where the consequent loss of customers is almost starting to outweigh the cost of improving service... Continually improving service levels is another name for continually increasing the cost of servicing the customer, which is not a good business model.

Introduction to Real ITSM page 77

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