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ITIL · Question #474

Which is an example of an internal customer?

The correct answer is B. The HR department whose payroll service is provided by their organization's IT department. Internal customers are individuals or groups within the same organization that receive services from an internal service provider. The HR department receiving payroll services from its own IT department fits this definition exactly.

Generic concepts and definitions

Question

Which is an example of an internal customer?

Options

  • AA customer who has a contract with an internet service provider for a broadband connection
  • BThe HR department whose payroll service is provided by their organization's IT department
  • CAn IT department that uses a network service obtained from a supplier
  • DA retail bank that outsources its infrastructure to a third-party supplier

How the community answered

(46 responses)
  • A
    7% (3)
  • B
    89% (41)
  • C
    2% (1)
  • D
    2% (1)

Why each option

Internal customers are individuals or groups within the same organization that receive services from an internal service provider. The HR department receiving payroll services from its own IT department fits this definition exactly.

AA customer who has a contract with an internet service provider for a broadband connection

A customer contracting with an ISP for broadband is an external customer of a commercial third-party provider, not an internal customer.

BThe HR department whose payroll service is provided by their organization's IT departmentCorrect

The HR department and the IT department both belong to the same organization, making their service relationship internal. ITIL defines an internal customer as one who works for the same organization as the service provider, and payroll services delivered by an in-house IT team is the textbook example of this relationship.

CAn IT department that uses a network service obtained from a supplier

An IT department receiving a network service from an external supplier is the IT department acting as a customer to an outside vendor, which is an external customer relationship.

DA retail bank that outsources its infrastructure to a third-party supplier

A retail bank outsourcing infrastructure to a third-party supplier describes an external customer and external supplier relationship, not an internal one.

Concept tested: ITIL internal vs external customer definition

Source: https://www.axelos.com/best-practice-solutions/itil

Topics

#internal customer#customer types#IT department#organizational customer

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