01-8. Define and explain the concept of stakeholders in service management (SS 2.1.5)

01-8. Define and explain the concept of stakeholders in service management (SS 2.1.5)



Key Concepts



2.1.5 Stakeholders in Service Management (31)


Stakeholders - interested parties within an organization, project or service that have interest in activities, targets, resources or service management deliverables. 

Internal Stakeholders:

• Organizations - groups, teams and dependent functions
• Service Providers 
• Employees
• Shareholders
• Owners

External Stakeholders:

• Customers - Buy the goods/services.  Defines the SLA (internal/external customer)
• Users - don't use the IT service directly
• Suppliers - equipment vendor