A finance director approves the annual budget that pays for a collaboration service, but never logs into it. Which service consumer role is the finance director playing?
ITIL 4 Foundation, objective 1. Key concepts of service management medium
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The options
Not correct Service provider
Wrong. The provider is the organization in the role of supplying the service. The finance director sits on the consuming side.
Not correct User
Wrong. A user is the person who actually uses the service. The director explicitly does not use it.
Not correct Customer
Wrong, though this is the tempting answer. A customer defines the requirements for the service and takes responsibility for the outcomes of consumption. Approving money is authorization, not requirements definition.
Correct Sponsor
Correct. The sponsor is the role that authorizes the budget for service consumption. Whether the sponsor ever touches the service is irrelevant.
Why
ITIL splits the service consumer into three roles: customer (defines requirements and owns the outcomes), user (uses the service), and sponsor (authorizes the budget). One person can hold several of them, but here only budget authorization is described, so the role is sponsor.
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 1 and space the ones you get wrong.
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