ITIL · Question #495
What BEST describes the customers and users of an IT service provider?
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.
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
How the community answered
(44 responses)- A86% (38)
- B5% (2)
- C7% (3)
- D2% (1)
Why each option
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.
ITIL defines a customer as the person or organization that commissions and pays for an IT service, setting requirements and agreeing service levels. A user is the person who interacts with the service in day-to-day operations - for example, a department manager (customer) purchases a software license that their team members (users) actually operate.
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.
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.
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
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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