ITIL® is a set of publications for best practices in IT Service Management. ITIL® emphasizes quality management approach and standards. IT Service Management is a must approach in today’s IT world. With the growing demand for IT Service Management, the number of aspirants for ITIL® Foundation exam and ITIL® Intermediate exam is also increasing by the day. Anyone looking forward towards attaining ITIL® Foundation training needs to understand the basics of IT Service Management and about IT Service Management stakeholders. Let’s discuss the same in this post.
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A service is a means of delivering value to the customers. This is done by offering outcome to customers that they want to achieve without owning specific costs and risks. And, IT service is a service offered in the field of information technology. There are stakeholders involved in IT service management who plays an important role in every part of IT service delivery. Stakeholders are those who are interested in an organization’s project or service and any change in the process might affect them. Few examples of service management stake holders are stated below.
- Organizations: Organizations are legal entities or institutions. It is also referred to an entity that has people, resources and budgets like project or a business. Within an organization there can be many service provider stakeholders divided into groups and teams. There are other service providers as well external to organization.
- Customers: Customers are the stakeholders who buy goods or avail services.
- Users: Users are the stakeholders who use the services on a day to day basis.
- Suppliers: Suppliers are third parties responsible for supplying goods and services that are required to deliver IT services. Examples of suppliers are: hardware and software vendors, network and telecom providers and outsourcing organizations.
Internal and External Customers
There are internal and external customers who play roles as stakeholders in IT service management. Internal customers are those who work in the same organization as a service provider. On the other hand external customers are those who are not employed by the organization but avail services from the service provider in terms of a legally binding contract or agreement.
To know more about IT Service management stakeholders and services, you can explore our training courses on ITIL® Foundation Certification. Simplilearn offers both online and classroom training courses on ITIL® Foundation Exam preparation.