ITIL 4 Foundation Practice Exam

Who is responsible for defining the requirements for a service?

1. The service provider

2. The customer

3. The project manager

4. The financial officer

The correct answer is: The customer

The customer is responsible for defining the requirements for a service as they are the ones who have specific needs and expectations that the service must fulfill. In the context of ITIL, it is crucial to gather and understand these requirements to ensure that the services provided align with what customers deem valuable. This relationship emphasizes the principle of co-creation of value, where the service provider collaborates closely with customers to better understand their needs. Although the service provider delivers the service and may offer recommendations or best practices, the fundamental requirements typically originate from the customer. Their insights are essential for tailoring services effectively and ensuring that the outcomes meet expectations. Other roles, like the project manager and the financial officer, may influence how services are developed or funded, but they are not primarily responsible for articulating what the service requirements are according to the ITIL framework.