Monday, August 6, 2018
The Four Ps of ITIL Service Design
Chad Greenslade, a resident of Dallas, TX, has been working in the IT industry for more than a decade. He most recently handled all strategic projects and programs at Cardtronics, Inc., as vice president of the IT project management office (PMO). In addition to his professional responsibilities, Chad Greenslade maintains an interest in Information Technology Infrastructure Library (ITIL).
One of the stages of the ITIL service lifecycle is service design, which focuses on helping a company differentiate its business offerings and determine its target market. This stage involves four Ps - people, products, processes, and partners. Each of these is briefly described below:
1. People: The successful development and operation of all IT services depends on the people who provide the services. These people will all have the necessary competencies and skills as well as a good understanding of customer service outcomes.
2. Products: In this category, people can find the management systems and technologies needed to provide the various IT services. Choosing the right technology is extremely important for ensuring services are delivered properly.
3. Processes: All processes are measurable and are designed to manage and support the IT services offered to customers. Without good processes in place, IT services may not fully meet agreed service levels and the expectations of customers.
4. Partners: Any manufacturers, suppliers, or vendors that support and help with IT services must be considered during service design. These partners are responsible for keeping the service operational after it goes live.