Service Life-cycle Management

Service Life-cycle Management

Service life-cycle management is defined by IDC as the process of servicing a product or an asset through its lifetime. This includes customer support, service request, service planning, service execution and field service, spare parts management, warranty management, and recalls. SLM is no longer a silo unto itself, data from the aftermarket can be leveraged by other applications to better inform the enterprise and deliver value to customers across their journey with the service organization. Service life-cycle management consists of a broad set of activities that impact issue resolution, customer satisfaction, asset uptime, productivity, and derived value. Source: “ IDC MarketScape: Worldwide Service Life-Cycle Management Platforms 2023–2024 Vendor Assessment”

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