Wednesday, October 3, 2012

01-8 Define and explain the concept of stakeholders in service management

2.1.5 Stakeholders in service management

Stakeholders have an interest in an organization, project or service etc. and may be interested in the activities, targets, resources or deliverables from service management. Examples include organizations, service providers, customers, consumers, users, partners, employees, shareholders, owners and suppliers. The term ‘organization’ is used to define a company, legal entity or other institution. It is also used to refer to any entity that has people, resources and budgets – for example, a project or business.

Within the service provider organization there are many different stakeholders including the functions, groups and teams that deliver the services. There are also many stakeholders external to the service provider organization, for example:

  • Customers Those who buy goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. This term is also sometimes used informally to mean user – for example, ‘This is a customer-focused organization.’
  • Users Those who use the service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly
  • Suppliers Third parties responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations.

There is a difference between customers who work in the same organization as the IT service provider, and customers who work for other organizations. They are distinguished as follows:

  • Internal customers These are customers who work for the same business as the IT service provider. For example, the marketing department is an internal customer of the IT organization because it uses IT services. The head of marketing and the chief information officer both report to the chief executive officer. If IT charges for its services, the money paid is an internal transaction in the organization’s accounting system, not real revenue.

  • External customers These are customers who work for a different business from the IT service provider. External customers typically purchase services from the service provider by means of a legally binding contract or agreement.
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