ITIL 4 Foundation Practice Exam

Which customer type does an external customer refer to?

1. A customer from the service provider organization

2. A customer using internal services

3. A customer working for a different organization

4. A customer in the same industry

The correct answer is: A customer working for a different organization

An external customer refers to a customer who is not a part of the service provider organization but instead comes from a different organization. This distinction is crucial in the context of ITIL 4, as the framework emphasizes that external customers are those who consume the services offered by the service provider but are not employees or stakeholders within that organization. Understanding this definition is important because it helps organizations tailor their services and support to meet the unique needs and expectations of these external customers, distinguishing them from internal customers who utilize services provided within the same organization. External customers typically engage in commercial transactions or relationships, providing a revenue source for the service provider and shaping service offerings according to market demands. In contrast, the other customer types mentioned, such as those from the service provider organization or using internal services, do not fit the definition of external customers. Recognizing this helps organizations focus their strategies on customer satisfaction and service delivery, ultimately enhancing the overall value they provide.