Customer expectations are rising exponentially. It is no longer sufficient to provide a quality product — customers reward partners who can help them operate more efficiently and effectively. To this end, customers are seeking outcomes, with a focus is on the result rather than the means to achieve this. In the elevator industry think optimized people flow, in the copier industry think billing based on throughput and in the airline industry, think 95% aircraft availability. These expectations create new and challenging demands on the service organization. In this session we will explore those challenges, the new business models that are evolving to meet them, and the benefits which can be derived for those that rise to the challenge.