Episode 18: Utility and Warranty — Twin Pillars of Service Value

Utility and warranty together define whether a service truly delivers value. In this episode, we’ll revisit and expand on these two foundational concepts. Utility is fitness for purpose — does the service provide the functionality customers need? Warranty is fitness for use — does it perform reliably at the required level of availability, capacity, continuity, and security? Both must work together to create value. A service with strong utility but poor warranty may function but fail often; a service with strong warranty but weak utility may work reliably but not solve the right problem.

We’ll use familiar examples to illustrate this. A streaming service must offer the right content (utility) and ensure smooth playback without interruptions (warranty). If either pillar fails, customer trust is lost. By mastering this balance, you’ll understand why ITIL places such importance on these terms, and you’ll be ready to handle related exam questions with confidence. This episode was produced by BareMetalCyber.com.