Comprehensive and Detailed Explanation From Exact Extract:

In ITIL 4, stakeholders are individuals or organizations that have an interest in the service, or may be affected by its activities, objectives, or outcomes. Among these, customers are identified as the primary, key stakeholder group for a service provider because:

Customers define the requirements for services.

They determine what is considered value and which outcomes they want to achieve.

Services are specifically designed, delivered, and improved to meet customer needs and expectations.

Therefore, effective cooperation and collaboration with customers is essential for successful service management and value co-creation. While suppliers, relationship managers, and developers are important parties in service delivery, ITIL 4 emphasizes customers as the key stakeholder group with whom service providers must actively cooperate.

Relevant ITIL 4 Foundation references:

Key concepts of service management (stakeholders, customers, users, sponsors).

Discussions of value co-creation and the importance of understanding customer needs and outcomes.