Flynn Maloy is starting to spend a lot less time explaining to customers why system downtime is like an iceberg. The worldwide marketing manager for technology services with Palo Alto, Calif.-based Hewlett Packard Co., had often used the larger submersed portion of an iceberg to represent the often-overlooked contributors to system failure, like processes and people. "These days it's not about the device, it's about the environment," he said. The fact that customers - and maintenance vendors alike - are taking this more holistic approach is one example of how the maintenance service market is changing.
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