malc_pm_第2章_沟通与干系人管理_r1 5brm,service model.pdf

® ITIL 高级模块 （Senior Stream ） 全生命周期管理 （Managing Across The Lifecycle） 沟通与干系人管理（Unit 2 ： 第2章 Communication and Stakeholder Management ） ITIL® is a registered trade mark of AXELOS Limited. 2-1 The Swirl logo™ is a trade mark of AXELOS Limited. 本文档中所 的部分内容来自最佳管理 实践库ITIL® 2011版 Part Material in this document has been sourced from Best Management Practice Library ITIL® 2011 Edition. ITIL® is a registered trade mark of AXELOS Limited. 2-2 The Swirl logo™ is a trade mark of AXELOS Limited. 全生命周期管理（Managing Across The Lifecycle ） 第二章：沟通与干系人管理（Unit 2 : Communication and Stakeholder Management ） 服务管理中的干系人 （Stakeholders in service management ） Customers: Those who buy goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. Users: Those who use the service on a day-today basis. Users are distinct from customers, as some customers do not use the IT service directly. Suppliers: Third parties responsible for supplying goods or services that are required to deliver IT services. 服务管理的干系人分为客户、用户和供应商。 客户是直接购买产品或服务的人，用户是每天使用服务的人，而供应商为支 持产品或服务而提供IT服务的组织。 互动问题：您是如何区分客户、用户和供应商的定义的？ ITIL® is a registered trade mark of AXELOS Limited. 2-3