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What is the difference between UTILITY and WARRANTY in ITIL®?

Man with a clipboard in front of a wall of toolsWhile we often think of a UTILITY as an item or service that we use, the ITIL® concept is derived from an economic concept that UTILITY is a measure of the desirability of consuming a good or service.  Would we rather use an old, rotary phone or our new cell phone?  You could even say that UTILITY is in the eye of the beholder!  Both the rotary phone and the cell phone are “Fit for Purpose,” but the cell phone has additional functionality that many users consider beneficial to their needs.

Warranty and ‘Fit for Use’

A WARRANTY is a promise that a product or service is “Fit for Use.” As an example, a web site or service that is aesthetically pleasing with well-designed forms  but does not have the bandwidth to withstand more than a few users at a time  may not meet the expected capacity of the site.  A site which fails regularly would probably not meet the expected availability.  In these cases, they would not be deemed “Fit for Use.” Warranty generally deals with availability, capacity, security and / or continuity,  these values are defined in terms of customer expectations.

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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