What is the definition of a 'customer' according to ITIL 4?

The definition of a 'customer' according to ITIL 4 encompasses anyone who receives services, which includes both end-users and decision-makers. This perspective highlights the importance of understanding the various roles within the customer base, as it is not limited to those who merely pay for products or services. Under ITIL 4, the service relationship is broader, recognizing that customers can have differing levels of involvement and influence over service consumption and decisions. This inclusive definition ensures that service providers consider the needs and challenges of all parties involved, facilitating better service design and delivery to meet their requirements effectively.

In contrast, defining a customer as a person who pays for products only narrows the scope and overlooks the relational aspect of service provision. Additionally, considering customers solely as a service provider's employees limits the understanding of who interacts with the services. Finally, identifying a customer as a potential buyer excludes current users from the customer definition, thereby failing to acknowledge existing relationships and user experiences that are crucial for service improvement and satisfaction.