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ISO/IEC 20000: An Introduction to the global standard for service management, Second Edition by David Clifford

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CHAPTER 2: KEY STAKEHOLDER BODIES

There are several key stakeholder bodies operating within the arena of the service provider. It is important to ensure that their needs are understood, and that the relationships are clearly defined and actively managed. This chapter highlights the key elements of this philosophy.

Customers and end-users

The people who receive the services and use them in order to derive value from a business perspective are the end-users. They provide input to the customers who specify the service requirements and, where applicable, pay for the services.

The customers and end-users may be internal or external to the service provider’s organisation, or a combination of both.

Service providers

Types of service provider

There are ...

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