ITIL-FOUNDATION · Question #32
Which is the correct definition of a customer facing service?
The correct answer is A. One which directly supports the business processes of customers. A customer-facing service is defined in ITIL as one that directly supports the business processes of customers and is visible to them.
Question
Which is the correct definition of a customer facing service?
Options
- AOne which directly supports the business processes of customers
- BA service that cannot be allowed to fail
- COne which is not covered by a service level agreement
- DA service not directly used by the business
How the community answered
(19 responses)- A89% (17)
- B5% (1)
- D5% (1)
Why each option
A customer-facing service is defined in ITIL as one that directly supports the business processes of customers and is visible to them.
In ITIL, a customer-facing service is one that is directly used by customers and supports their business processes, making it visible and directly impactful to the customer. These services form the basis of the formal relationship between the service provider and the customer and are typically governed by service level agreements. This contrasts with supporting services, which are used internally to underpin the delivery of customer-facing services.
Whether a service can be allowed to fail relates to its availability or criticality classification, not to the definition of a customer-facing service.
Customer-facing services are typically covered by service level agreements, so the absence of an SLA does not define them - in fact the opposite is generally true.
A service not directly used by the business describes a supporting or infrastructure service, which is the opposite of a customer-facing service.
Concept tested: ITIL service types - customer-facing service definition
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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