
Functions and features | Service capabilities |
Value proposition | Service positioning and differentiation |
Service performance | Service quality |
Service reliability, availability and scalability | Service risks |
Errors and service accuracy | Service related incidents and problems |
Service related safety, security and cybersecurity | Service support |
Service culture | Service experience and customer experience |
Customer satisfaction and perceptions of service | Usability analysis |
Service processes | Service policies |
Service environments | Customer outcomes related to the service |
Service management analysis | Gap analysis |
Situation analysis such as SWOT analysis | Service metrics, KPIs and reporting |
Benchmarking against competitors or best known results | Market research |
Service marketing analysis such as pricing analysis | Competitive analysis |
Customer needs | Customer expectations |
Customer feedback and customer advocacy | Service improvement processes |
Service cost analysis | Social and environmental impact analysis |
Service planning | Service goals and objectives |
Service strategy | Service requirements |