ITIL Question #438: Real Exam Question with Answer & Explanation

The correct answer is C: Customers who are not part of the same organization as the service provider. An external customer is any customer who belongs to a different organization than the service provider, as opposed to an internal customer who is part of the same organization.

Question

What is the BEST description of an external customer?

Options

ASomeone who works in the same organization but in a different business unit to the service
BAnyone who gets charged for the delivered services
CCustomers who are not part of the same organization as the service provider
DCustomers for whom the cost of the service is the primary driver

Explanation

An external customer is any customer who belongs to a different organization than the service provider, as opposed to an internal customer who is part of the same organization.

Common mistakes.

A. A person in the same organization but a different business unit is the definition of an internal customer, not an external one.
B. Being charged for services does not determine whether a customer is external - internal customers can also be subject to internal charge-back models.
D. The primary driver for choosing a service (such as cost) is not a defining characteristic of external customer status.

Concept tested. ITIL definition of external versus internal customer

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

Community Discussion

No community discussion yet for this question.

Full ITIL Practice