The 4 Ps in Service Design

The 4Ps of Service Design in IT Service Management

People should be from both Resource & Capabilities. People under Resource would normally be freshers with very little experience but competent of delivering services as required by the business. People under Capabilities would be competent to delegate tasks to people under Resource. They form part of Management, Organization and ensure that the Processes are designed to meet the policy,purpose and objectives of the business.

Process has to aligned to the business policy. It needs to be designed, documented, implemented and improved upon to ensure that it’s effective and efficient. Every process should have Critical Success Factors (CSFs) and Key Performance Indicators(KPI) to measure overall health of the process.

Product is the technology that helps deliver service efficiently. Prior to selecting the product, it’s critical to design process based on the business model and then select the product to map the process.

Partner is essential to deliver services. No service can be delivered without partners. For example- as an Accredited Training Organization (ATO) to deliver ITIL modules, it’s mandatory to partner with Peoplecert, the Examination Institiute.

The  4 Ps are strategic asset and they form IT Service Management’s organizational capabilities.

The next article will be on Resource & Capabilities.

Until next time

Cheers!

Param

 

KG Parameswaran (Param) – ITIL Expert, PMP,PRINCE2  & DevOps is a founder of Career4Sure Training Organization and also as freelance trainer and consultant  with leading training organizations and have been delivering programs for major corporates

ITIL®  and PRINCE2 is registered trademark of The AXELOS Limited; UK; PMP is a registered trademark of Project Management Institute, USA;DevOps is a registered trademark with DevOps Instititue