ITIL 4 Foundation Practice Exam

In the context of an organization, who is typically responsible for defining service requirements?

1. Service consumer

2. User

3. Customer

4. Service provider

The correct answer is: Customer

The customer is typically responsible for defining service requirements within an organization. This role involves identifying the needs and expectations for the services that will be provided, ensuring that those services align with the overall business objectives. Customers hold the authority and perspective necessary to articulate what they require from the service provider, making them crucial in establishing the criteria for service delivery and value. While users and service consumers may provide important input regarding their experiences and specific needs, it is the customer who ultimately shapes what those service requirements should be. In many cases, customers represent a broader role that encompasses both users and service consumers, ensuring that the requirements reflect a comprehensive view of the organizational needs. The service provider, on the other hand, is tasked with delivering the services and may assist in interpreting or refining these requirements, but they do not define them. This distinction highlights the key role of the customer in the service management framework.