ITIL 4 Foundation Practice Exam

Who is an 'external customer'?

1. An internal stakeholder of the service provider

2. A customer working for the service provider

3. A customer who works for a different organization than the service provider

4. An external consultant

The correct answer is: A customer who works for a different organization than the service provider

An 'external customer' is defined as a customer who works for a different organization than the service provider. This distinction highlights that external customers are not part of the service provider's internal structure or workforce; instead, they represent an outside entity that utilizes the services provided. In the context of IT service management and the ITIL framework, recognizing and understanding external customers is crucial because they contribute to the service value co-creation process, often having different needs and expectations compared to internal stakeholders or employees. Engaging with external customers effectively ensures that their specific requirements are met, fostering satisfaction and loyalty. In contrast, other options refer to either individuals who are part of the service provider's organization or consultants who may assist but do not typically represent a customer relationship in the same context. This understanding of the classification of customers is essential for delivering effective service management.