White Paper

Service Management Personas: Aligning Business Users to IT Service Provisioning

Overview of how effective and accurate creation of personas for business end users could act as a catalyst for value provisioning of IT services.

About the content

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.
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About the author

Rick Leopoldi
Rick Leopoldi has been an IT Service Management Managing Business Consultant having more than 40 years of experience in IT. For the past 30 years he has developed and delivered process, methods, and technology infrastructure consulting solutions for major organizations worldwide and specializes in ITIL and ITSM best practices. He has held various senior level positions with companies such as CA, FoxIT, IBM, HP, CompuCom and Fujitsu consulting. Rick is a certified ITIL V2 Service Manager and V3 Expert.

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