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Definition: (ITIL Service Operation) A formal request. from a user for something to be provided â. for example, a request for information or. advice; to reset a password; or to install a. workstation for a new user.
The ITIL v3 definition of quality is the ability of a product, service, or process to provide the intended value.. The ITIL Service Strategy book describes utility and warranty as forming the basis of value for IT service consumers.