ITIL 4 Foundation Practice Exam

Who is defined as an internal customer?

1. A customer of a competitor company

2. A customer who utilizes service outside the organization

3. A customer who works for the same organization as the service provider

4. A customer who provides feedback on service quality

The correct answer is: A customer who works for the same organization as the service provider

The correct identification of an internal customer is grounded in the relationship between the service provider and the user within the same organization. An internal customer is someone who receives services from within their own organization, leveraging the services provided by different teams or departments. This concept highlights the interdependencies and collaborative efforts within an organization, ensuring that the services offered are aligned with the needs and expectations of those who work together under the same roof. In the context of the other choices, an external customer is clearly distinct from internal customers, as they interact with the organization from outside. A customer of a competitor would not have any connection to the internal dynamics of a single organization. A customer utilizing services outside the organization also signifies an external relationship and does not reflect the internal operational dynamics. Providing feedback on service quality is relevant but does not specifically define someone as an internal customer; feedback could come from either internal or external sources depending on the service context.