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ITIL :: View topic - What's the difference between customers and uses?
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What's the difference between customers and uses?

 
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iwom
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Joined: Dec 28, 2009
Posts: 1

PostPosted: Wed Jan 20, 2010 1:25 pm    Post subject: What's the difference between customers and uses? Reply with quote

There are a lot of words: customers and uses, is there any one can tell me what is the difference between them?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3250
Location: London, UK

PostPosted: Wed Jan 20, 2010 6:45 pm    Post subject: Reply with quote

It is rather simple - a dictionary would be able to assist you so could search on google or even the ITIL glossary

Customers buy the service
Users use the service
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jan 20, 2010 7:09 pm    Post subject: Reply with quote

Ha!

Another of my favourite subjects.

Okay, try this:

An IT services organization provides services to users for customers.

There's more ... but not just now.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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TomOzITIL_2
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Joined: May 14, 2009
Posts: 128

PostPosted: Mon Jan 25, 2010 2:31 pm    Post subject: Reply with quote

UKVIKING wrote:
It is rather simple - a dictionary would be able to assist you so could search on google or even the ITIL glossary

Customers buy the service
Users use the service


But customers don't typically "order" the services right?

and often but not always, customers use the services.

Plus the users often have their own customers who derive value from the services that neither the user or these customers buy...right?

it really depends on the service that is being consumed, whether by a customer, a user or a user's customer.
_______________________

The ITIL definitions are easy to understand. But in terms of an example:

Say the service is an insurance company's claims system.
[list=]The Business Manager from the Insurance company buys the "claims service/system". In ITIL terms he is the customer.
The insurance claims officer who processes claims uses the system. Thus is the user.
The public who have their claims processed are the insurance company's customers but they are neither customers or users of the service. Unless they make online/phone claims into a claims service, in which case they are users of the system.[/list]

Basically it is clear as mud, so all thsat matters is that whatever terms you use in your company, everyone understands everyone...
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TomOzITIL_2
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Joined: May 14, 2009
Posts: 128

PostPosted: Mon Jan 25, 2010 2:34 pm    Post subject: Reply with quote

for a thousand quid a day you can have Diarmid come and explain it all to you.
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Diarmid
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Joined: Mar 04, 2008
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Location: Newcastle-under-Lyme

PostPosted: Tue Jan 26, 2010 12:24 am    Post subject: Reply with quote

For a thousand quid a day, I'll even explain it upside down.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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thechosenone69
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Joined: Jun 06, 2007
Posts: 268

PostPosted: Thu May 13, 2010 10:08 pm    Post subject: Reply with quote

A customer can be a user but nexessary. Customer is the one that pays for the service, Where as the user is the one who uses that service as simple as that. So yes acustomer can also be the user..

Customer
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Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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viv121
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Joined: Dec 15, 2007
Posts: 112

PostPosted: Mon May 17, 2010 2:48 am    Post subject: Reply with quote

Customer charge the user and IT charge the customer. Moreover, they are als spelt differently.
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regards,

Vivek
"the only statistics you can trust are those you falsified yourself"
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