What can be used to determine whether a service is "fit for purpose"?

In the context of service management, "fit for purpose" refers to how well a service meets the needs and requirements of the stakeholders and customers. Utility is the concept that directly measures this aspect by determining whether the service delivers the right functionalities to satisfy those needs. Essentially, it assesses the service's capability to provide value and fulfill specific demands.

When evaluating whether a service is "fit for purpose," utility encompasses the service’s features, functionalities, and the extent to which it aligns with customer expectations. If a service has high utility, it means that it effectively meets the necessary criteria required by the users and supports their goals, making it suitable for its intended function.

This focus on capability allows organizations to prioritize enhancements, changes, or improvements to services based on customer requirements, ensuring ongoing alignment with user needs.