ITIL · 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 terminology, the customer is the individual or group who commissions and funds the service, defines the service requirements, and - critically - negotiates and agrees on service level targets (typically formalized in a Service Level Agreement, or SLA). This distinguishes
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
(34 responses)- A6% (2)
- B91% (31)
- D3% (1)
Explanation
In ITIL terminology, the customer is the individual or group who commissions and funds the service, defines the service requirements, and - critically - negotiates and agrees on service level targets (typically formalized in a Service Level Agreement, or SLA). This distinguishes the customer from the user, who simply consumes the service day-to-day without having authority over its contractual terms. Suppliers provide services to the IT organization itself, and administrators are internal operational roles. The customer is the key business stakeholder who holds the service provider accountable to agreed targets.
Topics
Community Discussion
No community discussion yet for this question.