Karl Palachuck hit on a great pain point in the IT industry and that is how to convert your customer base from an adhoc / breakfix model to managed services model.
At the time of witting the first edition to this book managed services were a fairly new concept for a large percentage of IT industry. Cloud computing was also again in it's infancy.
Fast forward to 2017 and both cloud computing & the managed service model are fairly common.
In this interview we cover what's new in the 3rd edition.