{"id":34491,"date":"2012-07-31T10:22:49","date_gmt":"2012-07-31T10:22:49","guid":{"rendered":"https:\/\/staging.kepner-tregoe.com\/resources\/white-papers\/closing-the-21st-century-service-capability-gap\/"},"modified":"2025-07-16T09:47:05","modified_gmt":"2025-07-16T09:47:05","slug":"closing-the-21st-century-service-capability-gap","status":"publish","type":"white-paper","link":"https:\/\/staging.kepner-tregoe.com\/fr\/resources\/whitepapers\/closing-the-21st-century-service-capability-gap\/","title":{"rendered":"Closing the 21st Century Service Capability Gap"},"content":{"rendered":"<p>Complexity leaves service organizations with a widening gap between the capability of the technology and their understanding of it. The author shows how top support organizations narrow the gap by focusing on three areas: people, processes, and performance.<\/p>\n<p>Sign in to your MyKT account (or create one) to download the PDF.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Complexity leaves service organizations with a widening gap between the capability of the technology and their understanding of it. The author shows how top support organizations narrow the gap by focusing on three areas: people, processes, and performance. Sign in to your MyKT account (or create one) to download the PDF.<\/p>\n","protected":false},"author":8,"featured_media":0,"template":"","white-paper-type":[],"class_list":["post-34491","white-paper","type-white-paper","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.6 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Closing the 21st Century Service Capability Gap - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"The changing service landscape With the ongoing commoditization of products driven through globalization and the omnipresence of the internet, the\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Closing the 21st Century Service Capability Gap\" \/>\n<meta property=\"og:description\" content=\"The changing service landscape With the ongoing commoditization of products driven through globalization and the omnipresence of the internet, the\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.kepner-tregoe.com\/fr\/resources\/whitepapers\/closing-the-21st-century-service-capability-gap\/\" \/>\n<meta property=\"og:site_name\" content=\"Kepner-Tregoe\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-16T09:47:05+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/staging.kepner-tregoe.com\\\/fr\\\/resources\\\/whitepapers\\\/closing-the-21st-century-service-capability-gap\\\/\",\"url\":\"https:\\\/\\\/staging.kepner-tregoe.com\\\/fr\\\/resources\\\/whitepapers\\\/closing-the-21st-century-service-capability-gap\\\/\",\"name\":\"Closing the 21st Century Service Capability Gap - 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