Archive for the ‘Service Design’ Category
Utility and Warranty come handy when characterizing and checking the value of a IT Service as it progresses throughout its lifecycle.
Utility – Functionality offered by a Product or a Service to meet a particular need. Utility is often summarized as “what it does”.
Warranty – A promise or guarantee that a Product or a Service will meet its agreed requirements (“how it is done”).
Colin Rudd has been around with ITIL since kindergarten (it takes time to hear it from his mouth… Go for the bit at 1h:43m:45s…). And it shows. He’s prolific on ITIL and ISO/IEC 20000 being responsible for ITIL books, training and consulting.
I’ve had pleasure of knowing him in person and he is a communicator (he can’t seem capable of saying no everytime we invite him to Portugal).
If you read Sharon Taylor’s Official intro book you’ll recognize his hand in the first diagram for every Service Lifecycle phase chapter. That’s no coincidence.
For a taste of his writing and visuals look at the free ITIL v2 overview book.