Service Management is a 'Strategic Asset'?
P 81. in the section 'Develop Strategic Assets (4.3.2)' the authors clearly direct the reader that Service Management the concept is a strategic asset. Service management is a conceptual framework for conducting activities designed to fulfill the objectives of a customer organization. It continues to describe strategic assets as 'dynamic'. That much may be true, but strategic assets are TANGIBLE and subject to the SMART concepts favored by metrics. More plausible examples of strategic assets would include people, services, and information.