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Chapter 1 ■ Service Management as a Practice 1.8 Internal and External Customers Not all customers are the same. They come in different shapes and colors. However, in the IT service management area, customers can be broadly divided into two types: • Internal customers • External customers In this section, I’ll explain the two types of customers and the differences between them. Figure 1-1 depicts the concepts of internal and external customers. 1.8.1 The Concept In Figure 1-1, you will see two organizations: A and B. Organization B has multiple business units and an IT team as well. Organization A merely has business units and no IT team. ORGANIZATION A EXTERNAL CUSTOMER BUSINESS UNIT BUSINESS UNIT IT SERVICES TO EXTERNAL CUSTOMER BUSINESS UNIT BUSINESS UNIT INTERNAL CUSTOMER IT SERVICES TO INTERNAL CUSTOMER IT SERVICE PROVIDER ORGANIZATION B Figure 1-1. Internal and external customers 8
Chapter 1 ■ Service Management as a Practice The business units within Organization B get their IT support from their own organization’s IT team. As the business units and the IT teams are embedded within the same organization, the business units are considered to be internal customers for the IT teams. Now you can guess who the external customers are, can’t you? Organization A’s business units get their IT support from Organization B. The key here is that the IT support is being provided for an entity outside the organization. This setup essentially makes Organization A external customers for the IT team sitting in Organization B. 1.8.2 The Difference There is a world of difference between internal and external customers. Because internal customers are from the same organization, the level of service offered can be lax compared to that for an external customer. It is quite likely that an IT team could find themselves relaxed with the internal customers compared to external customers. Ideally, no organization would like their internal users being treated unequally over external customers. So, as a good practice, there are similar service-level agreements (SLA) in place between customers (for both internal and external) to set an expectation and to measure against it. At the end of the day, it is really just business. The difference between internal and external customers is merely measured in terms of finances. External customers pay real money, and hence their importance is at a high. Internal customers, on the other hand, are an obligation, something that organization must tend to and cannot live without. The internal IT team charges the internal business units notionally. No real money gets transferred between the business units and the IT team, but is noted only in the ledgers. It’s like taking money out of your left pocket and depositing it into your right pocket. 1.9 Processes ITIL is made up of processes. Just as with services, you cannot get into the nitty gritty of ITIL if you don’t understand the concept of a process. I will give you some examples to emphasize its importance, so that your foundation is strong for what you have to build on for your career. First, the official definition. ITIL defines a process as: A structured set of activities designed to accomplish a specific objective. A process takes one or more inputs and turns them into defined outputs. You could envision a process as a set of activities that you need to perform, one after another, to achieve something. Each activity that you perform sets the precedence for the next one, and then the next. The objective of a process would be to achieve an output that is along the expected lines and as desired. Now for an example to make the concept simple and digestible. A process is very similar to a recipe for cooking a dish. In a recipe, you have several steps that you need to follow, as instructed, to get the dish you desire. 9
Page 1 and 2: Become ITIL Foundation Certified in
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Page 5 and 6: Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
Page 9 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11 and 12: ■ Contents 6.4 Service Transition
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.5 Practice Exercises 1. Which of
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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