What distinguishes external customers from internal customers in ITIL?

The distinction between external and internal customers in the context of ITIL is primarily based on their relationship to the organization and the nature of the services they use. Internal customers are typically those individuals or departments within the organization that utilize the services provided by the IT department or other service providers. They rely on these services to perform their roles effectively and achieve their business objectives.

This understanding is crucial in ITIL because it highlights the importance of considering the needs and experiences of all customers, whether they are internal or external, when designing and managing services. Internal customers may provide feedback and help identify areas for improvement, but it is their utilization of the services that defines their role within the organization.

In contrast, external customers are those who are not part of the organization but instead interact with it through its products and services, often representing the end-users or clients in the marketplace. Their relationship with the organization is more transactional and is focused on the value and service delivery from the organization's offerings.

Recognizing these distinctions assists in effective service design, delivery, and continual improvement practices within ITIL, ensuring that the needs of all types of customers are considered throughout the service lifecycle.