ITIL Question #489: Real Exam Question with Answer & Explanation

The correct answer is A: Customers, users and suppliers are examples of stakeholders, who may be external to the. In ITIL, stakeholders encompass anyone with an interest in IT service delivery - including customers, users, and suppliers - and they can be either internal or external to the organization.

Question

Which statement about stakeholders is TRUE?

Options

ACustomers, users and suppliers are examples of stakeholders, who may be external to the
BExternal customers are those who work for the same organization as the IT service provider
CInternal customers are always charged for the IT services they receive from the IT service
DInternal customers purchase services from third-party suppliers by means of a legally binding

Explanation

In ITIL, stakeholders encompass anyone with an interest in IT service delivery - including customers, users, and suppliers - and they can be either internal or external to the organization.

Common mistakes.

B. External customers are those who are outside the organization receiving services - individuals who work for the same organization as the IT provider are by definition internal customers, not external ones.
C. Internal customers are not always charged for IT services; financial charging is an optional organizational policy decision, not a defining characteristic of being an internal customer.
D. Internal customers receive services from the internal IT provider, not from third-party suppliers; purchasing from third parties via legally binding contracts is associated with supplier management and applies to external procurement relationships.

Concept tested. ITIL stakeholder types - internal vs external customers and users

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

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