ITIL Question #495: Real Exam Question with Answer & Explanation

The correct answer is A: Customers buy IT services; users use IT services. In ITIL, customers and users have distinct roles: customers fund and commission IT services, while users are the people who interact with those services on a daily basis.

Generic concepts and definitions

Question

What BEST describes the customers and users of an IT service provider?

Options

ACustomers buy IT services; users use IT services
BCustomers design IT services; users test IT services
CCustomers sell IT services; users improve IT services
DCustomers agree the service levels; users buy IT services

Explanation

In ITIL, customers and users have distinct roles: customers fund and commission IT services, while users are the people who interact with those services on a daily basis.

Common mistakes.

B. Service design is performed by the IT service provider, not by customers; user acceptance testing may occur, but 'testing IT services' is not the defining role of a user.
C. Selling IT services is the role of the IT service provider, not the customer; improving services through CSI is the provider's responsibility, not the user's.
D. While customers do participate in agreeing service levels, users do not buy IT services - purchasing and commissioning is the customer's role exclusively.

Concept tested. ITIL customer vs user role distinction

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

Topics

#customers#users#IT service provider#service definitions

Community Discussion

No community discussion yet for this question.

Full ITIL Practice