Service Management Personas: Aligning Business Users to IT Service Provisioning

Service Management has historically focused on achieving alignment between business users, their needs and requirements, and IT service provisioning. The framework that supports and enables Service Management, i.e. ITIL, has this as its primary goal and one of its critical success factor criteria.

Unfortunately, the success rate of Service Management and ITIL implementation has shown that in most cases, Service Management and/or ITIL adoption and implementation has not achieved the expected or anticipated future desired results for various reasons.

In this white paper, Rick Leopoldi discusses how effective and accurate development and utilization of personas for business end users could, if adopted and initiated, proactively act as a catalyst for this much needed value provisioning of IT.