Course: ITIL® 4 Foundation eLearning Course

Section: Fundamental Topics

Lesson 05: People

Let’s take a look at different people involved in IT Service Management.

Based on AXELOS ITIL® material. Reproduced under licence from AXELOS. All rights reserved.

So, there are three roles in the organization of a service consumer. Can you describe them?

Each entity has two sides when it comes to service, provider and consumer. What services do you consume (e.g., this course) and what services do you provide?

How about us? You know about the services we provide; what services do you think we’re consuming?

It’s interesting when we review the list of our corporate clients: we are delivering a service to them, and also, we consume the service of many of them (e.g., postal services, banks, car manufacturers, and cloud service providers). So, there’s a cycle of value creation… and there’s a lot of VAT involved ;)