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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 8: SERVICE DESIGN

IT processes, practices and policies need to be designed to make sure that services are high quality, cost effective, and meet customer needs.

Design makes sure customer expectations are met. Modern IT organisations are pressured to deliver solutions quickly. Good design becomes even more important.

Model: 4 Ps

The 4 Ps need to be considered together for successful service management.

image

Figure 9: The 4 Ps

 

People

• Vital for ITIL initiatives, projects and enhancements

• Need education and awareness, communication, expectation setting.

Processes

It’s important to define:

• Process objectives

• Process documentation ...

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