The Service and Support module addresses the needs of companies that have made a fundamental decision to be a service provider. These companies have recognized that service and support can play an increasingly strategic role in manufacturing markets and are learning that a well managed service and support strategy can be leveraged into long-term competitive advantages.

This chapter introduces the basic business concepts addressed by the Service and Support Management (SSM) module. A general overview of service is presented, followed by a brief introduction of the chapters to follow.