ITIL-FOUNDATION · Question #474
Which is an example of an internal customer?
The correct answer is B. The HR department whose payroll service is provided by their organization's IT department. An internal customer is a department or unit that receives services from another part of the same organization. The HR department receiving IT payroll services fits this definition exactly.
Question
Which is an example of an internal customer?
Options
- AA customer who has a contract with an internet service provider for a broadband connection
- BThe HR department whose payroll service is provided by their organization's IT department
- CAn IT department that uses a network service obtained from a supplier
- DA retail bank that outsources its infrastructure to a third-party supplier
How the community answered
(25 responses)- A4% (1)
- B88% (22)
- D8% (2)
Why each option
An internal customer is a department or unit that receives services from another part of the same organization. The HR department receiving IT payroll services fits this definition exactly.
A broadband customer with an ISP is an external customer because the consumer and provider are separate organizations.
In ITIL, an internal customer is a customer who works in the same organization as the service provider. The HR department and the IT department both belong to the same organization, making HR an internal consumer of IT services - a classic example of an internal customer relationship.
The IT department obtaining a network service from a supplier makes IT an external customer of that supplier, not an internal customer.
A retail bank outsourcing to a third-party supplier describes an external customer relationship because the two entities are distinct organizations.
Concept tested: ITIL internal vs external customer definition
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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