2009 shaped up to be the most challenging year for technology firms since the tech crash of 2001. As the US economic crisis spreads globally, service and support management knows what lies ahead: budget cuts and belt tightening. The good news is that service revenues have become the economic engine for both software and hardware firms, so the indiscriminate cuts to service operations we saw in 2001 will not happen in 2009. However, the bad news is that service organizations must also find ways to further streamline operations, as well as increase service revenues—not easy after a decade of „working smarter not harder‟ has created highly productive, extremely lean service and support operations.