{"id":151721,"date":"2026-02-25T17:53:36","date_gmt":"2026-02-25T20:53:36","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=151721"},"modified":"2026-02-25T17:53:42","modified_gmt":"2026-02-25T20:53:42","slug":"service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/","title":{"rendered":"Service Quality in ITIL 5: How to Balance Utility, Warranty, Sustainability, and Experience"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The perception of success in IT has changed. In the past, it was enough for a system to be \u201cup\u201d for the technical team to consider the job well done. <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/itil-version-5-launch-official-information-pmg-academy\/\">With the arrival of ITIL 5<\/a>, that simplistic view has been replaced by a much deeper and more strategic approach. Now, <\/span><b>service quality in ITIL 5<\/b><span style=\"font-weight: 400;\"> is understood as the <\/span><b>co-creation of value<\/b><span style=\"font-weight: 400;\"> between the provider and the consumer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this article, we\u2019ll explore how the new framework redefines quality through four essential pillars\u2014and how this view helps your organization deliver digital products that truly satisfy user needs.<\/span><\/p>\n<p><strong>Read also: <a href=\"https:\/\/sandbox2.institutopmg.com\/en\/articles\/itil\/the-definitive-guide-to-itil-version-5-foundation\/\">The Definitive Guide to ITIL 5<\/a><\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#What_Defines_Service_Quality_in_ITIL_5\" >What Defines Service Quality in ITIL 5?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#The_4_Pillars_of_Service_Level\" >The 4 Pillars of Service Level<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#1_Utility\" >1. Utility<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#2_Warranty\" >2. Warranty<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#3_Sustainability\" >3. Sustainability<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#4_Experience_UX\" >4. Experience (UX)<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#The_Balance_Challenge_Why_No_Pillar_Is_%E2%80%9CMore_Important%E2%80%9D\" >The Balance Challenge: Why No Pillar Is \u201cMore Important\u201d<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#How_to_Apply_Service_Quality_to_Your_Career\" >How to Apply Service Quality to Your Career<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_Defines_Service_Quality_in_ITIL_5\"><\/span><b>What Defines Service Quality in ITIL 5?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">According to the official ITIL 5 Foundation material, <\/span><b>service quality<\/b><span style=\"font-weight: 400;\"> is the sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In practice, this means it\u2019s not enough to deliver what was specified in a contract; you must understand the customer\u2019s context. To manage this quality, organizations translate stakeholder expectations into metrics, creating what we call <\/span><b>service levels<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unlike previous versions, ITIL 5 emphasizes that quality is not delivered unilaterally\u2014it is <\/span><b>co-created<\/b><span style=\"font-weight: 400;\">. If the consumer doesn\u2019t know how to use the resource, or if the provider doesn\u2019t understand the business objective, the final quality will suffer.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_4_Pillars_of_Service_Level\"><\/span><b>The 4 Pillars of Service Level<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To ensure a holistic view, service levels in ITIL 5 are divided into four foundational categories. The key to effective management is balancing these pillars within your <\/span><b>Value System<\/b><span style=\"font-weight: 400;\">:<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_Utility\"><\/span><b>1. Utility<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Utility focuses on <\/span><b>what the service does<\/b><span style=\"font-weight: 400;\">. It is the functionality offered to meet a specific need. To have utility, the service must support the consumer\u2019s performance or remove constraints. In simple terms, it\u2019s the classic <\/span><b>\u201cfit for purpose.\u201d<\/b><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Warranty\"><\/span><b>2. Warranty<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Warranty focuses on <\/span><b>how the service performs<\/b><span style=\"font-weight: 400;\">. It ensures the service will be available when needed, will have enough capacity, and will be secure and continuous. This is the pillar of <\/span><b>\u201cfit for use.\u201d<\/b><\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Sustainability\"><\/span><b>3. Sustainability<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">One of the biggest new elements in a framework aligned with Industry 5.0. Sustainability ensures the product or service meets requirements for environmental responsibility, social progress, and economic growth. This includes everything from clean energy usage to ethics in supply chains.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Experience_UX\"><\/span><b>4. Experience (UX)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">User experience (UX) is the sum of functional and emotional interactions with the service and the provider. Factors such as ease of use, interface design, and perceived value by the end user are critical here.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Balance_Challenge_Why_No_Pillar_Is_%E2%80%9CMore_Important%E2%80%9D\"><\/span><b>The Balance Challenge: Why No Pillar Is \u201cMore Important\u201d<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A common mistake leaders make is over-focusing on just one pillar. ITIL 5 warns that none of them is inherently more important than the others. Here are a few practical examples of imbalance:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Focusing only on Experience:<\/b><span style=\"font-weight: 400;\"> You might build a beautiful, intuitive app\u2014but if it doesn\u2019t deliver real organizational benefit (lack of utility), it becomes a waste of resources.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Focusing only on Warranty:<\/b><span style=\"font-weight: 400;\"> There\u2019s no point investing millions in high availability for a service that doesn\u2019t require real-time access. That creates unnecessary costs across your Value Chain.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ignoring Sustainability:<\/b><span style=\"font-weight: 400;\"> A service can be useful and fast today, but if it\u2019s unsafe or unsustainable long-term, it becomes a legal and reputational risk.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Apply_Service_Quality_to_Your_Career\"><\/span><b>How to Apply Service Quality to Your Career<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Understanding service quality in ITIL 5 changes what it means to be an IT professional. You stop being a \u201ctool operator\u201d and become a <\/span><b>value manager<\/b><span style=\"font-weight: 400;\">. By mastering these concepts, you\u2019ll be able to design much smarter <\/span><b>Service Level Agreements (SLAs)<\/b><span style=\"font-weight: 400;\">\u2014including experience and sustainability metrics, not just cold uptime numbers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For organizations, adopting this view means higher customer retention and a leaner operation focused on what truly matters to the business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Want to master ITIL 5\u2019s new guidelines and stand out in the market?<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">At <\/span><b>PMG Academy<\/b><span style=\"font-weight: 400;\">, our courses focus on practical application and preparation for official certifications. Learn with specialists how to turn your <\/span><b>Value System<\/b><span style=\"font-weight: 400;\"> into a results engine.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Did you like this content? Comment below: how does your organization balance user experience with IT\u2019s technical goals?<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The perception of success in IT has changed. In the past, it was enough for a system to be \u201cup\u201d for the technical team to consider the job well done. With the arrival of ITIL 5, that simplistic view has been replaced by a much deeper and more strategic approach. Now, service quality in ITIL [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8074],"tags":[],"class_list":["post-151721","post","type-post","status-publish","format-standard","hentry","category-itil"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Quality in ITIL 5 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Now, in ITIL 5, service quality is understood as the co-creation of value between the provider and the consumer.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Quality in ITIL 5: How to Balance Utility, Warranty, Sustainability, and Experience\" \/>\n<meta property=\"og:description\" content=\"Now, in ITIL 5, service quality is understood as the co-creation of value between the provider and the consumer.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-25T20:53:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-25T20:53:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2021\/02\/23190406\/cropped-Asset-1%40azul-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Service Quality in ITIL 5: How to Balance Utility, Warranty, Sustainability, and Experience\",\"datePublished\":\"2026-02-25T20:53:36+00:00\",\"dateModified\":\"2026-02-25T20:53:42+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\"},\"wordCount\":684,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"articleSection\":[\"ITIL\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/service-quality-in-itil-5-how-to-balance-utility-warranty-sustainability-and-experience\/\",\"name\":\"Service Quality in ITIL 5 - 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