In short: “Any defined set of proactive services that are remotely delivered and prepaid on a recurring basis.” This is the definition given by Erick Simpson, the CIO of Intelligent Enterprise during an interview with Robin Robins, a prominent technology marketing professional.
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I recall 5 years ago when we first started installing Fortigate firewalls. A large source of revenue was virus and malware program removal and rebuilding machine after hopeless infections.
It was really no fun providing these reactive services. Sure the money was good, but was it really the best way for our clients to be spending their hard-earned money?
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In January 2004, we had about 120 fairly regular clients who called for technical support, project management and technical consulting. After the housing market slump began in 2006 we saw several of our customers go bankrupt, reorganize, or just disappear.
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