The “by default, by design” approach

In ITIL4 warranty relates to the assurance that a service is and remains aligned with the service requirements.

 

In fact, the warranty can be defined by design and by default. Let’s explore this concept with examples:

 

  • If the service requirements relate to data privacy the service should guarantee the privacy by default and includes these requirements as part of the design (privacy by design).
  • If the service requirements relate to experience the service should guarantee a default level of service experience (for the users and for the customers) and includes these requirements as part of the design (using UX standards for instance)
  • If the service requirements relate to availability the service should guarantee the availability by default and includes availability requirements as part of the service design (
  • If the service requirements relate to performance the service should guarantee the capacity by default and includes capacity requirements as part of service design

 

The warranty by default and by design of a service shows the importance of a holistic approach to the Service Design Package (SDP).

 

The “by default, by design” approach can be also applicable to the utility of a service. For instance, the utility by default can be the “Must Have” functionalities of a service whereas the utility by design can be defined by the acceptable of technical debt.

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