ITIL 4 Foundation Practice Exam

What are 'utility requirements' in service management?

1. General requirements applicable to all products

2. Functional requirements defined by the customer unique to a specific product

3. Requirements for software updates

4. Performance metrics of a service

The correct answer is: Functional requirements defined by the customer unique to a specific product

Utility requirements in service management refer to the functional requirements that are defined by the customer and are unique to a specific product or service. This concept focuses on the capabilities that a service must deliver in order to fulfill the needs and desires of its users. Essentially, utility answers the question of whether the service provides value, meaning it must perform the intended functions that the customer has specifically requested or needs. By prioritizing the functional elements that matter most to the customer, organizations can ensure their services align closely with customer expectations and requirements. The interplay between utility and warranty within service management dictates that while utility is about what the service does (the functional aspects), warranty addresses how well the service performs these functions (reliability, availability, etc.). Thus, utility requirements are crucial for understanding what features and functionalities must be built into a service to make it valuable to the customer.