In my previous article, I have looked at some of the facts that you need to know about Service management in ITIL 4. In this article, I want to look at some of the facts that you need to know about the concept of Utility and Warranty in ITIL 4. Follow me as we look at this together in this article.
What then is utility ?
Utility can be seen as the functionality offered by a product or service to meet the need of a particular customer. Utility has to do with what a particular product or service can do for you that makes it useful or valuable.
it has do do with what a particular service can do for those that are interested in that particular service. It is also what will determine whether a particular service is “fit for use” or not.
Utility among other things also requires that the product supports the customer or remove constraints from the customers.
Warranty on the other hand…
Warranty is the assurance that a product or service will meet the agreed requirement. it is the assurance that the product or service will be able to fulfil the purpose for which customers purchase such product or services.
It basically has to do with how the product performs after purchase.
By and large, warranty in ITIL 4 can be used to determine whether a particular product is ” fit for purpose”.
It is also meant to address areas such as availability, capacity, security levels and continual usage of a particular product or service.
Above all, warranty in ITIL 4 requires that a service has defined and agreed on terms and conditions that are met. If the seller falls short of any of these terms and conditions, corrective steps need to be taken to address the anomaly.
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