Join Mark Thomas for an in-depth discussion in this video What comprises value?, part of Cert Prep: ITIL Foundations.
- Okay, so we've talked about service management capabilities and resources, we've talked about providing value for our customers. But what really are we talking about when we provide value for our customers? So, it's important to remember that the sole purpose of an IT organization is to provide value in the form of these services that we have been talking about to the business so the business can achieve its overall objectives and its goals. Now, in order to do that, we have to address two distinct areas and we called those utility and warranty we saw those on a previous slide. So, remember, utility, what I like to say about utility it's what you gonna get.
So I think about this, it's what. So we talk about utility, what the costumer gets and we called that fit for purpose. So let me read you what utility from the book: "The functionality offered by a product or service. "From the customers perspective, utility is operationalized "by achieving specific results "or by preventig specific risks and costs." So that's utility, the what, it's fit for purpose. It increases the probability of achieving our outcomes. That's utility, does it do what's it supposed to do.
Next, the other important piece of this is what we call warranty and warranty, think about this as the how. How it is delivered, fit for use. So if you look at utility fit for purpose warranty fit for use, the what and the how. If utility looks at does it accomplish its objective, how is how is it actually going to actually do that throughout the life of that service. And when we're talking about is we are thinking about things like the guarantee or the promise that a product or service will meet the agreed requirements and that decreases the possible losses because we have reduced the amount of variations.
So, if I've told you earlier and I should have said this that we have to have both they are very interconnected both of those have to address. So if you take a look at it from a flow chart perspective, utility, right again, that's what we need to do always supporting the performance of what we're supposed to be doing have we removed any constraints, in that case we have fit for purpose. On the warranty side, lets think about some of the things you might have to have from a warranty perspective. Is it available enough, when we think of a process I think we would have called it availability management.
Do we have it available when it's supposed to be the up time the hours of availability, those are some parts of what I might consider warranty. Do we have enough capacity in terms of organizational growth, in terms of the capacity we need from the infrastructure side to support performance makes sense, that's one of the things we might have for warranty. Is it continuous, continuity in the event of a major disruption, disaster or major incident in which we have to look at repairing any incidents can we provide continuity throughout the life of that and is it secure enough, can I guarantee or can I give you a high level of probability that we can offer confidentiality, integrity, availability of the services and of the information and the data that are part of that.
So, both of those combined we have now looked at creating value and that's how we comprise value. Utility, warranty, utility is fit for purpose, warranty is fit for use.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
- Mark as unwatched
- Mark all as unwatched
Are you sure you want to mark all the videos in this course as unwatched?
Take notes with your new membership!
Type in the entry box, then click Enter to save your note.
1:30Press on any video thumbnail to jump immediately to the timecode shown.