Friday 22 May 2015

UTILITY vs WARRANTY in ITIL

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

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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



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