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Wednesday, January 3, 2018

According to ITIL, which of the following should IT services provide to customers?

According to ITIL, which of the following should IT services provide to customers?

  • Skills
  • Risk
  • Value
  • Costs 
According to ITIL, which of the following should IT services provide to customers?

EXPLANATION

From the customer's point of view the value of a service consists of two basic elements:

Utility: The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’. The business value of an IT service is created by the combination of utility and warranty.

Warrancy: Assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’. The business value of an IT service is created by the combination of utility and warranty.

SOURCE

https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf
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