According to ITIL 4, what is the generic role used to simplify the definition and description of the structure of service relationships?

In the context of ITIL 4, the concept of a service consumer is crucial for understanding service relationships. The role of the service consumer encompasses anyone who consumes or benefits from a service, whether they are internal or external to the service provider. By defining this role generically, ITIL 4 simplifies the interactions and relationships that can exist within service delivery. This broad definition allows for a clearer understanding of how services are utilized and the expectations that come with them.

Identifying the service consumer helps streamline communication between all parties involved in service management. It establishes a clear distinction between those who provide services and those who use them, facilitating better service design and improvement tailored to the consumer's needs. By focusing on the service consumer, ITIL 4 encourages organizations to prioritize customer experience and satisfaction, which are essential for delivering value through services.