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Value in ITIL is delivered to the customer by a service provider operating services.  The customer is the judge of the worth of that value dependant on how it meets their business needs.

Value consists of:

  • Utility - The service is 'fit for purpose' and delivers what the customer wants, e.g. a website to allow their customers to order goods and services from them
  • Warranty - The service is 'fit for use' and delivers the utility how the customer wants it, e.g. the web site responds to user actions within agreed timescales and downtime is within agreed limits