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IT Support & Hardware · Foundational

Utility and Warranty

ITIL concepts describing what a service does (utility, fit for purpose) and how well it performs (warranty, fit for use).

Definition

Utility is the functionality that meets a need; warranty is assurance of availability, capacity, security, and continuity. Both are needed to deliver value. Warranty is often expressed in SLAs.

Example

An email service that sends mail (utility) and is available 99.9% of the time (warranty).

Exam tip

Utility = fit for purpose; warranty = fit for use.

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