Utility and Warranty come handy when characterizing and checking the value of a IT Service as it progresses throughout its lifecycle. Show Utility – Functionality offered by a Product or a Service to meet a particular need. Utility is often summarized as “what it does”. Warranty – A promise or guarantee that a Product or a Service will meet its agreed requirements (“how it is done”). These two concepts help in the definition of the Service Level Package (the closest concept to this with ITIL v2 would be the obscure Service Specification Sheets), a new ITIL v3 concept used in the Service Design phase in order to specify both Utility and Warranty for a particular Service Package being designed. This in turn will feed the most important deliverable from Service Design: the Service Design Package, the IT Service’s blueprint during the next two phases (Service Transition and Service Operation), as the new or changed Service is developed, tested, transitioned into live environment, and then maintained day-by-day until it becomes obsolete. The Customer will most certainly focus more on the Warranty aspects of a IT service after starting using it. For example, if I go to a hairdresser to get a haircut (the Utility being the haircut service; it could also include shaving or hair dying) I’ll certainly be expecting that:
All these build up my perception of “how the service is being delivered” – the Warranty. We may say that (depending on your local habits), the hair washing may serve an Utility purpose (extra functionality besides the haircut) that can have a positive impact in the Warranty of the haircut service (if properly done…). Likewise, when using a IT Service, the Customer is quite influenced by how well the Service Provider performs regarding, for instance, the agreed Availability, Capacity, Security and Continuity service levels (the Warranty). And that level of Warranty may just be the distinctive advantage one Service Provider has against the competition (which quite probably is able to provide the very same functionalities… the Utility of a IT Service). Advertisement Share this:Like this:Like Loading... RelatedThis entry was posted on December 14, 2007 at 4:10 pm and is filed under concept, IT Service, itil, itilv3, Service Design, Service Operation, Service Strategy, Service Transition, utility, warranty. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. - [Instructor] Utility is what a service does, its features or functional requirements. Warranty is how it's delivered, how it performs, its nonfunctional qualities, things like the availability, capacity, continuity, and security of a service. The combination of utility and warranty should provide value. The key question is for each service, did we get the features and qualities right? And is it resulting in value as perceived by the customer? Let's apply this concept. For example, let's employ the third way, lower barriers and increase enablers. Here's how. Pick one of your services. Rate it in two dimensions with gray unknown, red bad, yellow degraded, and green good dots on the following: first, does it have the right feature set? Second, does it have the right levels of availability, capacity, performance, service continuity, or disaster recovery and security? Third, rate it on the customer's perception of value. From this analysis, pick an area to work on. Typically this will be… Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing. Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.
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