| Positive or negative thinking is sometimes visualized by | | | | a product. |
| a person expression his or her vision about the level of | | | | A special feature of a service is that -- again in |
| a glass; being either half FULL or half EMPTY. | | | | difference with a product -- it is maximized; whatever |
| Try to remember a situation in which you thought you | | | | effort you put 'behind' the service, there is one LEVEL |
| had a deal with someone, but in the end, there wasn't | | | | that cannot be succeeded (and that is the level of a |
| such a deal, only an intention. For example: | | | | 100 percent). This is sometimes regarded as a |
| - You had stored 900 Mb at one of your free internet | | | | frustrating feature and therefore called a dis-satisfier. If |
| mail providers. You stored important documents and | | | | you provide the right level, you have just done what |
| the next time you logged in it appears that they were | | | | you should have done. Are you underperforming this |
| no longer there. There was however 1Gb of free | | | | level, than you could be in a mayor problems. |
| space on your account. | | | | Unless you have thought about setting up a Service |
| - You are offering an internet service to your clients, | | | | Level Agreement (SLA). This SLA describes the level |
| they login to your tool environment, they pass the | | | | of the glass under different circumstances and the |
| credit card payments and all of a sudden your server | | | | consequences when the level is below the accepted |
| is down. You received the payment, but they didn't find | | | | criteria. |
| their service... | | | | This provides both parties a clear definition when the |
| A service is -- in difference with a product -- a facility | | | | glass is half full or half empty. The next step is to |
| that is provided by someone, or a company which | | | | manage this agreement by means of service level |
| support the other (Company) in achieving its process. | | | | management. And that is just another step to take. |
| This (primary) process could be selling or to producing | | | | |