ITIL · Question #189
Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers
The correct answer is A. All of the above. In ITIL service management, all three parties - customers, users, and suppliers - are classified as stakeholders because each has an interest in how services are delivered and consumed.
Question
Options
- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
How the community answered
(43 responses)- A93% (40)
- C2% (1)
- D5% (2)
Why each option
In ITIL service management, all three parties - customers, users, and suppliers - are classified as stakeholders because each has an interest in how services are delivered and consumed.
ITIL defines a stakeholder as any party that has an interest in an organization and its services. Customers define requirements and fund services, users interact with services day-to-day, and suppliers provide the underpinning components and services - all three groups have a direct stake in service management outcomes and are therefore stakeholders.
Excluding users is incorrect because users are direct consumers of services who experience service quality firsthand, giving them a clear stake in service management.
Excluding suppliers is incorrect because suppliers provide third-party goods and services that underpin IT service delivery, making them integral stakeholders.
Excluding customers is incorrect because customers define service requirements and are accountable for funding, making them the primary stakeholders in any service arrangement.
Concept tested: ITIL stakeholder roles - customers, users, suppliers
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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