ITIL Foundation 1-8: Stakeholders

Define and explain the concept of stakeholders in service management

Stakeholders – have an interest in an organization, service, or project and are potentially interested or engaged in the actives, resources, targets, or deliverables from service management

  • Types of Stakeholders
    • Customers –  people who buy goods or services.  Agree on and define the targets in the SLA with the service provider.  Have financial authority over the services provided
    • Users – people who user the serivce on a day to day basis.  They are not customers because they aren’t paying for it directly
    • Suppliers – third parties responsible for the supply of goods and services required to deliver the services (hardware, software, etc)

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