OVERVIEW OF THE SRM STRUCTURE
The Federal Enterprise Architecture Service Component Reference Model Version 1.0 is organized as a functional hierarchy, as shown in Figures 5 and 6, with Service Domains at the highest level followed by Service Types and Components.
There are 7 Service Domains that provide a top-level categorization of the service capabilities and categories from a business perspective. These seven Service Domains are comprised of 29 Service Types that further categorize and define the capabilities of a Service Domain. The Service Types define the second level of detail that describe a business-oriented service. The next and final layer of the SRM is the Component level.
These 168 Components represent the lower-level, logical "building blocks" of a business or application service component.
The seven Service Domains are each differentiated by the business-oriented capability they represent.

1. Customer Services Domain
The Customer Services Domain defines the set of capabilities that are directly related to an internal or external customer, the business' interaction with the customer, and the customer driven activities or functions. The Customer Services domain represents those capabilities and services that are at the front end of a business, and interface at varying levels with the customer.
1.1 Customer Relationship Management - defines the set of capabilities that are used to plan, schedule and control the activities between the customer and the enterprise both before and after a product or service is offered.
1.1.1 Call Center Management - defines the set of capabilities that handle telephone sales and/or service to the end customer.
1.1.2 Customer Analytics - defines the set of capabilities that allow for the analysis of an organization's customers as well as the scoring of third party information as it relates to an organization's customers.
1.1.3 Sales and Marketing - defines the set of capabilities that facilitate the promotion of a product or service and capture of new business.
1.1.4 Product Management - defines the set of capabilities that facilitate the creation and maintenance of products and services.
1.1.5 Brand Management - defines the set of capabilities that support the application of a trade name to a product or service as well as developing an awareness for the name.
1.1.6 Customer / Account Management - defines the set of capabilities that support the retention and delivery of a service or product to an organization's clients.
1.1.7 Contact Management - defines the set of capabilities that keep track of people and the related activities of an organization.
1.1.8 Partner Relationship Management - defines the set of capabilities that are used to plan and control the activities between an organization, its stakeholders and business partners, including third parties that support services to an organization's stakeholders
1.1.9 Customer Feedback - defines the set of capabilities that are used to collect, analyze and handle comments and feedback from an organization's customers.
1.1.10 Surveys - defines the set of capabilities that are used to collect useful information from an organization's customers.