Marks: 1/1 INCLUDEPICTURE “http://www.management-survival.com/elearning/pix/spacer.gif” \* MERGEFORMATINET The “customer” according to the way ITIL defines it is the person or group who pays for the IT service. Answer: HTMLCONTROL Forms.HTML:Option.1 a.
I disagree with this statement HTMLCONTROL Forms.HTML:Option.1 b.
I agree with this statement Yes.
The ITIL definition is that the customer pays for the service and the end user is a user of the service.
However, don’t take these meanings literally.
If an end user calls the Service Desk and complains that “as a customer he is receiving terrible service” then don’t try to tell him that they are not a customer – but an end-user.
That may (will) inflame the situation!! (Remember the customer will also be an end user when they call the Service Desk). HTMLCONTROL Forms.HTML:Option.1 c.
ITIL does not define the term customer 4 Marks: 1/1 INCLUDEPICTURE “http://www.management-survival.com/elearning/pix/spacer.gif” \* MERGEFORMATINET Your organization has decided they would like to have one physical service desk that can support users no matter where the user is located.
Read more about ITIL Definition : The ITIL definition is that the customer pays for the….: