Quality (ITILv3):    The ability of a product, Service, or Process to provide the intended value. For example:

• a hardware Component can be considered to be of high Quality if it performs as expected and delivers the required Reliability.

Process Quality also requires an ability to monitor Effectiveness and Efficiency, and to improve them if necessary.

See also: Quality Management System

Quality (ITILv2):    The totality of features and characteristics of a product or service which bear on its ability to satisfy stated and implied needs.

See also: TBD

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