ITIL V3 introduces a very valid concept towards IT Service management – How to create Value to customers through combination of Utility and Warranty.

It is established well – that a service (or for that matter a product) delivered to the customer should have both utility (functionality/characteristic/aspects of the service which makes it Fit for purpose) and warranty (assurances/SLAs that make it Fit for use) – in order to create value.

While appreciating the concept and its aptness in Service managmement, it also makes one think about the value delivered by the ITIL best practice framework to the customers.

Without any doubt, ITIL delivers utility- so it is fit for purpose.
But does that have an associated warranty that gives an assurance to the customers (or the organizations making use of it)?


Looking around evidences of warranty of ITIL framework is not so obvious as the utility of it. This could be one area where the OGC or itSMF should work on – to remove any kind of skeptisism from generating from ITIL being a theoretical framework.

As a consultant, it has been a question being faced always – what is the assurance of improvement that can be committed by implementing the best practices.

While researchers at Gartner, Forrester etc churn out reports that give amusing figures of so-called quantified benefits of ITIL, those really challenge any logical minds- to say the least. 

So a well defined/documented and established warranty from ITIL (as a framework or better, individual areas) could be a shot in the arm ITIL might be needing – to enhance its already established popularity and acceptance.

Advertisements