What is the difference between UTILITY and WARRANTY in ITIL?
UTILITY is a measure of the desirability of consuming a good or service ... Both the rotary phone and the cell phone are
“Fit for Purpose”
WARRANTY is a promise that a product or service is “
Fit for Use.”
Warranty generally deals with availability, capacity, security and / or continuity ...
http://www.ashfordglobalit.com/training-blog/itil-tips-and-training/what-is-the-difference-between-utility-and-warranty-in-itil.html
How to Measure ITIL Service Utility and Warranty
Excerpt:
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First ... "Utility is perceived by the customer from the attributes of the
service that have a positive effect on the performance of tasks associated with
desired outcomes." The ITIL glossary adds that utility is "[f]unctionality
offered by a product or service to meet a particular need. Utility is often
summarized as 'what it does'."
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Second, note how the explanation of utility refers to "attributes" and, in the
case of warranty, to availability, capacity, continuity and security.
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Third, the revelation in understanding how to measure utility and warranty
reside in the discussion of utility―"Utility is perceived by the customer from
the attributes of the service." We already discussed "attributes", but do note
the words "perceived by the customer." ... Service
quality is what your customers say it is. So, it seems that you cannot measure
IT service quality from inside the data center, at least not according to ITIL
v3.
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The SERVQUAL Reliability dimension appears to equate very well to ITIL utility
and answers the "does it do what it needs to do" question that encapsulates
utility. The other four SERVQUAL dimensions (Responsiveness, Tangibles,
Assurance and Empathy) pertain mostly to warranty – "how it does it." Therefore,
using SERVQUAL (or it's cousin SERVPERF) you can measure the five dimensions of
a service, and discover the services' utility and warranty.
http://www.itsmwatch.com/itil/article.php/3863596/How-to-Measure-ITIL-Service-Utility-and-Warranty.htm
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My summary:
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Warrantee > How it is done >Fit for USE > continuity, security, capacity, performance and latency
Utility > What it does > Fit for Purpose > Attribute / Functionality
