The concepts of "Utility" and "Warranty" from ITIL differ methodically and terminologically from the USM concepts "Functionality" and "Functioning," though both frameworks address service value and quality.
ITIL: Utility & Warranty
- Utility refers to the usefulness or the functional benefit provided by a service—whether the service is "fit for purpose." It asks what the service does and whether it fulfills customer needs or business objectives ("What does the service do?").itsmprofessor+3
- Warranty represents the assurance that the service is delivered reliably, available, secure, and continuously—whether it is "fit for use." Warranty covers quality aspects like availability, capacity, security, and continuity, focusing on how well the service is delivered and whether agreed properties are consistently met ("How reliably is the service provided?").itilblues.wordpress+3
Together, Utility and Warranty constitute the value of a service from the customer’s perspective. Both are necessary: a service only creates value when it is useful (Utility) and trustworthy (Warranty).worldofagile+1
USM: Functionality & Functioning
- Functionality describes the functional attributes of a service object: What can the object do? What capabilities are available? The focus is on the "What" or the purpose of the service object.
- Functioning refers to the correct and dependable execution of the functions: How well does it work in ongoing operations? Are processes fulfilled as intended? This concerns the "How" and actual performance in practice.[usmwiki+1](https://usmwiki.com/index.php/USM_and_ITIL,_SIAM,_DevOps,_etc.)
USM thus distinguishes the features (offered functions) of an object ("Functionality") from its operational reliability ("Functioning").
Table Comparison
| Framework |
Purpose |
Quality Focus |
Typical Question |
| ITIL |
Utility (usefulness, what) |
Warranty (how well, how secure) |
Does the service do what I want, and can I rely on it?worldofagile+1 |
| USM 1 |
Functionality (capability, what) |
Functioning (how reliably) |
What features does the object have? And how well, continually, or securely does it operate?linkedin |
| USM 2 |
Was macht der Service? |
Wie verlässlich funktioniert er im Betrieb? |
|
Summary
- While the concepts are similar, the perspective differs: ITIL looks at both the benefit and reliability of the overall service from the customer’s standpoint, whereas USM distinctly separates the object's capabilities from its actual real-world performance.
- Both models help to make service quality tangible and transparent, though with different terminology and systematic approaches.
For organizations, this means that services should always fulfill both dimensions—providing meaningful functions that are delivered reliably and as agreed.