Which description matches the CUSTOMER role in a service relationship?
ITIL 4 Foundation, objective 1. Key concepts of service management medium
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The options
Not correct Uses the service day to day and raises requests when something goes wrong
Wrong. That is the user. Users consume the service in practice but are not accountable for the outcomes it is meant to enable.
Correct Defines the requirements for a service and takes responsibility for the outcomes of service consumption
Correct. Requirements plus ownership of the outcomes is exactly what distinguishes the customer from the other two consumer roles.
Not correct Authorizes the funding that pays for service consumption
Wrong. That is the sponsor. Money authorization is a distinct role from requirements and outcome ownership.
Not correct Supplies the resources and performs the service actions that deliver the service
Wrong. That is the service provider side of the relationship, not a consumer role at all.
Why
ITIL deliberately separates customer, user and sponsor because in practice they are frequently different people with different interests. Confusing them leads to designing a service for whoever pays or whoever complains, rather than for the party accountable for the outcomes.
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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