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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 4: STAKEHOLDERS

“… any person who has an interest in an organisation, project, IT service or other area. Stakeholders may be interested in activities, targets, resources or deliverables.”

Examples of stakeholders are customers, partners, employees, shareholders, owners.

IT must understand internal and external stakeholders. Internal stakeholders are from the same organisation as the service provider.

External stakeholders are from a different organisation.

Stakeholders include:

  • Customers: buy goods or services/define what services must do
  • Users: use services regularly
  • Suppliers: third parties, supply goods or services that form all or part of services.

Customers divide into two groups:

  • Internal customers from the same organisation ...

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