ITIL · 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 one that directly supports the business processes and outcomes of customers.
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
(23 responses)- A96% (22)
- D4% (1)
Why each option
A customer-facing service is one that directly supports the business processes and outcomes of customers.
In ITIL, a customer-facing service (also called an external-facing service) is one that is directly used by or visible to customers and supports their business processes. This distinguishes it from supporting services, which are used internally by the IT department to underpin the delivery of customer-facing services.
The criticality or availability requirement of a service does not define it as customer-facing; internal services can also be business-critical.
Whether a service is covered by an SLA is unrelated to its classification as customer-facing; customer-facing services typically do have SLAs.
This is the opposite of the correct definition; a customer-facing service is one directly used and visible to the business or its customers.
Concept tested: ITIL definition of customer-facing services
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
Topics
Community Discussion
No community discussion yet for this question.