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2011 IT Training Zone LTD
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Table of Contents
Lesson Contents
The 4 Ps
Exercise the 4 Ps
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2011 IT Training Zone LTD
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Watch out for these icons as you use your Study Guide. Each icon highlights an important
piece of information.
Tip this will remind you of something you need to take note of, or give
you some exam guidance.
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2011 IT Training Zone LTD
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
Lesson Contents
This Lesson is the first of three Lessons focused on the Service Design lifecycle
phase, and covered Service Design key concepts.
If IT services are not well designed, they may fail to work. They might also require lots of
expensive re-work later on in the service lifecycle.
Design is critical to make sure that customer expectations are met.
In modern IT organizations, there is often a lot of pressure to deliver solutions quickly. In this
case, good design becomes even more important not less.
We studied:
The 4 Ps
The 5 Major Aspects
Text in "italics and quotation marks" is drawn from the ITIL core volumes
Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation
and Continual Service Improvement
Crown copyright 2011 Reproduced under license from OGC.
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2011 IT Training Zone LTD
www.ITILTrainingZone.com
ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
The Four Ps
The Four Ps are the four areas that need to be considered together for
successful service management.
They are:
People
Process
Products
Partners
Within each area, there are different elements that need to be taken into consideration for that
P. The Four Ps model is used to make sure that services and processes are designed
effectively, and will be fully integrated into an organization. If any P is missing, then the service
design is more likely to fail.
Remember
The Four Ps is a model, not a process. So it would not be accurate to
describe the four Ps as a four step process instead, it should be
seen as four areas that need to be considered as a model for the
effective design of service management.
People
People considerations are vital for all ITIL initiatives, projects and enhancements. Education
and awareness, communication, and expectation setting are all part of the people
considerations.
Think about what would happen if you didnt tell anyone what you were trying to do with a
new service for example. You would experience resentment and resistance from your
stakeholders. This is why education, awareness, communication and expectation setting are so
important.
Ideally, you really want people to feel empowered and actively involved in changes. This avoids
any feelings of resentment, indifference or fear that the change is somehow being forced onto
people.
Process
Processes need to be defined and documented. If processes are not documented,
inconsistencies will develop over time as people adapt it. Its hard to track a process effectively
it isnt not documented.
Organizations need to understand process objectives, have clear documentation and define
KPIs and metrics to track if the process is performing effectively.
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2011 IT Training Zone LTD
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
Partners
Very few organizations work in isolation. They use third parties who supply goods and services
- from consultants and contractors through to software and tooling suppliers.
We need to involve our Partners in our vision. For example, partners often provide data to us
that is vital for our service measurements.
If we dont involve our partners, we could find we have gaps in our ability to measure our own
services and the value they provide.
Products
Products are any of the tools or products that we use to help us provide, manage and measure
our services.
Without Products, wed need costly extra resources to manually replace what our tools do for
us.
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2011 IT Training Zone LTD
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
Exercise The 4 Ps
This Lesson included an Exercise to look at the 4 Ps in action. If you didnt have time to
complete the exercise during the Lesson, why not attempt it now?
Exercise
Imagine you are introducing a new timesheet recording system at work. Its being supplied and
installed by a third party.
Think about what you need to consider for each P. You can produce a list of tasks, or why not
prepare a brief presentation?
Exercise Solution
Here are some examples of what you might have looked at:
People
Process
Product
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2011 IT Training Zone LTD
www.ITILTrainingZone.com
ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
Partners
Did you get any of these options? Youll probably have come up with lots more
of your own, based on your current experience and any organisations youve
worked within.
Remember, if you found this exercise challenging or have any questions, you can
email a tutor at tutor@itiltrainingzone.com.
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2011 IT Training Zone LTD
www.ITILTrainingZone.com
ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
We also studied the 5 major aspects of Service Design another important key
concept in the Foundation syllabus.
The 5 aspects are:
These are the five areas where Service Design has core objectives and activities, so please study
them carefully as you prepare for your exam.
The 5 aspects work together to make sure Service Design takes a holistic approach. Any new
service needs to work, but it also needs to integrate well with other services.
Design and development should not be done in isolation.
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2011 IT Training Zone LTD
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The second major aspect of Service Design is the design of service solutions.
This includes establishing what the requirements for the service actually are.
High level decisions have already been made in Service Strategy. Service Design is now
responsible for implementing these decisions.
Detailed business requirements must be collected before the actual design of the new or
changed service can begin.
Key considerations here include the needs of the business, the strategy and timescales, as well
as the resources required.
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2011 IT Training Zone LTD
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Design of Processes
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2011 IT Training Zone LTD
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
The fifth major aspect of Service Design addresses measurement methods and
metrics.
For each new or changed service, a set of measurements needs to be in place to demonstrate
value. Measurements address areas such as Progress, Compliance, efficiency and effectiveness.
If any measurement systems and metrics are identified as being necessary but dont currently
exist, new systems and metrics may need to be included or procured as part of the overall
service design.
Page 13 of 13
2011 IT Training Zone LTD
www.ITILTrainingZone.com
ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries