ITIL Question #238: Real Exam Question with Answer & Explanation

The correct answer is B: External customers. In ITIL, external customers are organizations or individuals outside the service provider who purchase services under a formal contractual agreement.

Question

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Options

AStrategic customers
BExternal customers
CValued customers
DInternal customers

Explanation

In ITIL, external customers are organizations or individuals outside the service provider who purchase services under a formal contractual agreement.

Common mistakes.

A. Strategic customers is not a standard ITIL classification for customers who purchase services via contract; it is not a defined customer type in ITIL terminology.
C. Valued customers is not a recognized ITIL customer category; all customers may be considered valued, but this is not a formal technical classification.
D. Internal customers are employees, departments, or business units that are part of the same organization as the IT service provider, not external contract-based purchasers.

Concept tested. ITIL external vs internal customer definitions

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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