ITIL-FOUNDATION · Question #146
From the perspective of the service provider, who is the person or group that agrees their service targets?
The correct answer is B. The customer. In ITIL, the customer is the individual or group that negotiates and agrees service level targets with the service provider, distinguishing them from users who simply consume the service.
Question
From the perspective of the service provider, who is the person or group that agrees their service targets?
Options
- AThe user
- BThe customer
- CThe supplier
- DThe administrator
How the community answered
(61 responses)- A5% (3)
- B90% (55)
- C3% (2)
- D2% (1)
Why each option
In ITIL, the customer is the individual or group that negotiates and agrees service level targets with the service provider, distinguishing them from users who simply consume the service.
Users are those who interact with the service day-to-day but do not hold authority to negotiate or formally agree service level targets with the provider.
ITIL specifically defines the customer as the person or group who defines service requirements and agrees service targets, typically through a Service Level Agreement (SLA). This role is distinct from the user role because customers have accountability for funding and formally accepting service commitments on behalf of the business.
Suppliers are third-party organizations that provide goods or services to the service provider, operating under underpinning contracts rather than agreeing service targets.
Administrator is not a defined ITIL stakeholder role in the context of service target agreements; it is an operational IT function.
Concept tested: ITIL customer role and service level agreement ownership
Source: https://www.axelos.com/best-practice-solutions/itil
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