ITIL v3: Utility and Warranty - two sides of the same coin « ITIL Blues

I'm always looking for a metaphor to explain Utility and Warranty.  I like this one from ITIL Blues.

For example, if I go to a hairdresser to get a haircut (the Utility being the haircut service; it could also include shaving or hair dying) I’ll certainly will be expecting that:

   1. It won’t take too long to get my hair cut
   2. My head suffers no harm
   3. I have a comfortable chair
   4. and so on…

All these build up my perception of “how the service is being delivered” - the Warranty.

Link: ITIL v3: Utility and Warranty - two sides of the same coin « ITIL Blues.