Summary

A resource required for a service system to successfully deliver services. Some components can remain owned by a customer, end user, or third party before service delivery begins and after service delivery ends. (See also “customer” and “end user.”) Some components can be transient resources that are part of the service system for a limited time (e.g., items that are under repair in a maintenance shop). Components can include processes and people. The word “component” can be used in place of “service system component” for brevity when the context makes the meaning clear. The word “infrastructure” can be used to refer collectively to service system components that are tangible and essentially permanent. Depending on the context and type of service, infrastructure can include human resources.