The model begins with the assertion that customers have wants and needs. These wants and needs help determine the value propositions offered by the service provider, who must in turn ensure that they have the capabilities required to deliver those value propositions. Capabilities are articulated as the ability to provide some specific value, for example, the ability to solve problems within a specific time frame.
Capabilities are then implemented by enablers that include ombinations of processes, organization, technology and knowledge. The functions and features delivered by the enablers are packaged into products and services that satisfy customers wants and needs. This model defines many service concepts as distinct layers of abstraction such as value proposition, capabilities, enablers, function and features, etc.