Understand the differences between a User and a Customer in ITIL

Firstly, the answer to today’s article is quite simple from a general point of view: customers pay for services, and users use the services. But why is there a distinction in ITIL between a user and a customer? You already know that ITIL is the Information Technology Infrastructure Library, a public framework that does not require authorization for use and provides a set of best practices for IT management. 

So, getting back to the focus of this post, if you see a distinction being made, it is because there are implications for the administration of IT services. And if you do not make a distinction, you run the risk of not managing something that is important! Without further ado, let’s understand the differences between a user and a customer according to ITIL!

User and Customer: What do they mean?

Firstly, it is interesting to note that in ITIL, the terms customer and user have notable differences in their meanings. What everyone knows is that a customer is someone who has financial involvement – therefore, someone who pays for the service. This can mean either payment with real money or not.

How so? In certain cases, the customer can be the budget holder who will pay, or it can be someone who is only approving a business case without the transfer of any tangible money. Anyway, however it may be, the customer is in a position to see the greatest balance between the cost of the service and the benefits that this service provides.

On the other hand, a user is simply someone who uses the service. They deal with inputs and outputs and not with what it costs. Users will have opinions based solely on what the service does and nothing more than that.

User and Customer for ITIL: What differentiates them?

In the scenario of Information Technology and also in our daily lives, it is possible to perceive that a customer and a user are functions – not necessarily different people. You, acting as a customer, can choose the cheapest option for a service, and still get annoyed later with the lack of reliability or support when acting in your role as a user. Do you understand?

Of course, just because ITIL uses the two words – user and customer – does not mean that it is necessary to use them as well. However, it is essential to understand the two functions and treat them accordingly.

Customers must make decisions about what is possible to offer, but users need to be involved so that the services correspond to their preferences, style, work culture, and skills. Otherwise, the use of the service will not occur to its full potential and will not provide a good quality-price ratio.

Similarly, in ITIL, this idea does not end when a service is launched: maintenance and continuous improvement depend on dialogue with both groups. ITIL offers channels for discussions with both customers and users.

With customers, change management, negotiations, and reviews are conducted, for example, while the main interaction with users is through the help desk, a space that can gather users’ calls, concerns, and desires that will serve to improve services.

Any good organization will take measures to establish and maintain communication with these two parties.

Conclusion

In summary, in ITIL, the customer is the one who pays for IT services. If IT is an internal department of a company, this customer is nothing more than the business unit of the company. In the case of IT being a service provider, the customer includes the companies served.

Users are the people who use IT resources and services on a daily basis.

ITIL has certain IT principles that are fundamental to a company, where it must align them with business strategies. Knowing the needs of the business and the user is one of them, but also valid are:

• Managing physical, logical, and strategic changes;
• Managing financial resources;
• Maintaining the pace of technology;
• Remaining open to negotiations;
• Recruiting and preserving qualified personnel;
• Administration of time and operational resources;
• Managing infrastructure;
• Maintain the ability and knowledge acquired. 

With these tips, you can start using ITIL easily and without complications. 

Does your organization make a distinction between customers and users? What functions exist to support the frequent satisfaction of these groups? What systematic processes exist in your company for the same purpose?

Moreover, do you perceive that these functions or processes are lacking or inadequate in your organization? Leave your comment on the subject and read other posts on the blog to check out more important information.