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What Are the Four Ps of Service Design?

The service design stage of ITIL is the most important aspect of IT service management. And it is the one that is often overlooked in favor of going live with operations as soon as possible.

But, if you take the time to understand and implement the ‘Four Ps’ of service design, you can ensure the implementation of high-quality frameworks and top-notch service.

Check out the four key stages here to help you get started.


People form the fundamental foundation of a successful IT framework. This key ingredient involves the staff and customers, skills, and competencies. It is the human application of IT services.

From development to deployment and operation, it’s important that IT staff don’t have gaps in their training or skill and are able to confidently enact ITIL service.

This also extends to customer requirements and objectives. It’s important to understand consumer outcomes and values — essentially, what do your customers expect from your IT service?


This refers to the actual IT service and the technology and management services that are used. What tools will your staff use to implement the services and are they functional, cost-effective, and performing well?

IT infrastructures need to work with support from excellent applications, interfaces, and data sources.

When you’re designing an IT service, this step is where you’ll look for support tools to streamline implementation and usage.


This stage in IT service design includes all the processes, roles, and activities that are required for service delivery. This is when you’ll analyze the ability of your company to begin using a new process.

You need to determine the roles and responsibilities at this stage, as well as management controls and tools to ensure that the ITIL processes can be delivered.

It’s imperative that you handle this stage with care to ensure that you have the right people managing certain activities when the service goes live.

Whether the processes are automated or manual, they need to run efficiently and effectively.


The vendors, manufacturers, and suppliers, among other services, are essential partners that support and assist IT services. Partners have become more important than ever now that outsourcing and cloud computing makes up such a big part of IT services.

Finding a proactive IT partner with integrated services is hugely beneficial within the design phase as the help of a well-rounded, in-tune partner is essential for meeting the needs of the business. Then, it’s important to curate and maintain a relationship based on a foundational contract.

It’s important to work with third-party companies to guarantee the service your customers expect.

Are There Gaps in Your Service Design?

Are you reading this and realizing that there are fundamental gaps in your service design? Or perhaps, you’ve skipped this stage altogether and you’re no realizing how important these ‘Four Ps’ actually are.

By taking the time to implement these key aspects and stages, you’ll be designing a strong and structured framework and service.

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