Glossary

Service portfolio

A service portfolio describes the whole range of services a company offers its customers. All activities with a mixture of material and immaterial results that are aimed at satisfying customer needs and desires are included in the portfolio. It is important for businesses to gain an overview of their service offer in order to analyse it and determine its deficits.

All gaps within the portfolio should be be filled in. The services are included according to certain criteria (e.g. ABC-classification, where A-services offer direct customer benefits and serve the image creation process, B-services are based on the special customer requirements and C-services are expected by customers).