The diversity of technology Product classes and their total count has grown exponentially over the past few years. As technology-driven innovation continues to penetrate new industries and business functions, this diversity and the count are going to grow even more dramatically.

Service management has become an integral part of business, both from a regulatory perspective and a customer service standpoint. Simply stated, service management is the formal process of recording and resolving a user complaint. Services are expensive, both in direct and indirect costs. But for this price, companies can extract priceless knowledge, because complaints contain the direct voice of the user groups. If complaints are transformed into knowledge about user groups, they can provide a valuable amount of capital for enterprises. To exploit this capital, companies must design, build, operate and continuously upgrade systems for managing services. These systems are called Service Management Systems.