Includes

Physical evidences — physical objects customers interact with & can be designed (e.g. website, prints, phone)
Customer actions — what the customer does at each step
Line of interaction — divides customer × frontstage interactions
Frontstage actions — activities visible to the customer
Line of visibility — separates front & back stage actions
Backstage actions — support is considered a backstage action
Line of internal interactions — boundary to the rest of the organization
Support processes — done by the rest of the company or 3rd party