ITIL® 4 – Pocket Guide. Jan Van bon

to the necessary resources of the consumer during the service relationship.

2.5.4 Utility and warranty

      The evaluation of the ability of a service to provide the desired outcomes requires an assessment of the utility and warranty of the service. Both utility and warranty are essential to the creation of value.

       Utility: The functionality offered by a product or service to meet a particular need.

      Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. This requires that a service either supports the business activities of the consumer or removes constraints from the consumer - or both.

       Warranty: The assurance that a product or service will meet agreed requirements.

      Warranty relates to how the service performs: is it ‘fit for use’? Like for utility, this can be expressed in terms of service levels that should be agreed and aligned with the needs of consumers, including:

      ■ availability

      ■ capacity

      ■ security

      ■ continuity

      A service may be said to provide acceptable assurance, or warranty, if all defined and agreed conditions are met.

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¹ [Ref.: Service-dominant logic 2025]

² [Ref.: Value Proposition Design]