ITIL-FOUNDATION · Question #190
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
The correct answer is B. Customer. In ITIL, the customer is the specific stakeholder role responsible for defining requirements and agreeing service level targets with the service provider.
Question
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Options
- AUser
- BCustomer
- CSupplier
- DAdministrator
How the community answered
(49 responses)- A8% (4)
- B88% (43)
- C2% (1)
- D2% (1)
Why each option
In ITIL, the customer is the specific stakeholder role responsible for defining requirements and agreeing service level targets with the service provider.
A user is the person who interacts with services day-to-day but does not define or negotiate service targets with the provider.
ITIL explicitly defines the customer as the person or group who defines their requirements and negotiates service targets with the provider. This distinguishes the customer from the user, who simply uses the service without being involved in target-setting or contractual agreements.
A supplier provides resources or components to the service provider and operates on the supply side, not the demand side where targets are defined.
Administrator is not a formal ITIL stakeholder term and refers to a technical role, not a party that defines or agrees service targets.
Concept tested: ITIL customer role definition and responsibilities
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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