01-4. Define and explain the concept of internal and external customers (SS 3.2.1.2)

01-4. Define and explain the concept of internal and external customers (SS 3.2.1.2)

Key Terms/Concepts

• Internal Customers
• External Customers

3.2.1.2 - Internal and External Customers - p56

Internal Customers

• Same Company - Customer and Service Provider work in same Company
• No Real Money paid - internal accounting/budget transfers, not real revenue
• Check and Balance - Service Provider checks/monitor the Customer request for service if  conflict or service provider bears additional costs.  Ensure for good of company.  Customer may be responsible for funding!

External Customers

• Different Company - Customer + SP are different legal entities
• Real $ or product - Customer purchase from Service Provider for $/product payment
• Ownership - Identify who is real owner of service relationship when internal IT supports other departments with external web-facing external customers.
• Expansion/Revenue  - if Customer demands services that increase SP costs, the SP needs to eval revenue generated by the additional costs - can pass costs back to Cust.
• Legality/Due Diligence - Customer requests may/may not be legal - SP needs to be careful not to be an accessory.