Page 84 - ITIL® Foundation 3.15

Customers - Those who buy goods or
services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. This term is also sometimes used informally to mean user – for example, ‘This is a customer-focused organization.’
Customers have Money
Users consume what the customer purchases.
Customers vs. Users
Users - Those who use the service on a day-to- day basis. Users are distinct from customers, as some customers do not use the IT service directly.
Internal vs. External Customers
Service Providers serve both internal customers and external customers. External customers are typically those who are also customers of the internal customer.
There are only 2 types
of jobs within a
business: 1) those
who create revenue,
and 2) those who
support those who create revenue. IT services can be both revenue generating and revenue supporting. Often, the profitability of an organization will depend upon the capability of the service provider to deliver upon the outcomes expected by the internal customer.
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