Which statement about warranty is correct?
ITIL 4 Foundation, objective 1. Key concepts of service management easy
Draft — not checked yet. This question was written from the published exam objectives and cites the clause it comes from, but nobody has yet read it against that clause and signed for it.
It is kept out of search results and out of mock exams until they have. Read the source below before you take the answer as settled.
The options
Not correct It is the period during which faults in a delivered product are corrected free of charge
Wrong. This is the everyday consumer-goods sense of the word 'warranty' and is not how ITIL uses the term.
Not correct It is the functionality a service offers, and it makes the service fit for purpose
Wrong — that defines utility. Utility answers 'what does it do', warranty answers 'how well and how reliably does it do it'.
Not correct It is the compensation a provider pays when a service level is breached
Wrong. Service credits are a commercial remedy that some contracts contain; ITIL defines warranty as the assurance itself, not the penalty for failing it.
Correct It is the assurance that a product or service will meet agreed requirements, and it makes the service fit for use
Correct. Warranty is about assured performance against what was agreed, commonly stated as availability, capacity, security and continuity levels.
Why
Warranty is assurance that a product or service will meet agreed requirements — fitness for use. Two traps here: warranty in ITIL is not the retail 'guarantee period' sense, and it is not the penalty clause. A service needs both utility and warranty to enable value.
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
- What it says
- Warranty: assurance that a product or service will meet agreed requirements; fitness for use.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 1 and space the ones you get wrong.