Have you heard the expression “two sides of the same coin”? It means that there are different ways of looking at or dealing with the same situation. In TSIA’s Service Revenue Generation line of research, we dig deep into the health of recurring service revenue, both from the perspective of the internal operational journey and from the external customer journey. Each point of view offers gateways and insights into how customers connect value to the service offerings that are developed, marketed, sold, and renewed. But as models shift from on-premise to XaaS, or from hardware only to hardware and software, these gateways have become more complex.