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Chapter 5 ■ Service Design
5.4 Four Ps of Service Design
An effective design needs to consider the entire landscape—past, present, and
future—identify stakeholders, and plan for contingencies, among others. At a high level,
there are four areas that need to be comprehended to develop an effective design, as
shown in Figure 5-1:
1. Processes
2. Products
3. People
4. Partners
People
Process
Partners /
suppliers
Product /
technology
Figure 5-1. Four Ps of service design
5.4.1 Processes
Processes are an integral part of any IT service. During the design of IT services, processes
are hard at work to bring form and structure. Once IT service is designed, processes
are necessary for deployments and for keeping track of configurations, and processes
form the basis for governing changes. Once implemented, processes drive operations,
maintaining status quo. To sum up, processes are the foundational elements of the ITIL
framework, and these processes need to work together and interface with one another
to provide robust and stable IT services to customers. Think of it like the edutainment
cartoon Captain Planet and the Planeteers, where five individual elements when brought
together created the superhero called Captain Planet. In IT service management, the
superhero is none other than IT services, and for it to be effective, efficient, cost effective,
and consistent among all other jewels, you need the individual processes to interlock,
interface, combine, and work toward the common objective.
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