ITIL Question #474: Real Exam Question with Answer & Explanation

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.

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

Explanation

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.

Common mistakes.

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

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

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