The Business Process Management Toolkit: Practical Guidelines to 
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The elaborate Business Process Management toolkit endeavors to help you organize your business and maximize its financial, market coverage and strategic 

 

Like patterns of business activity (PBA), User profiles should be identified and analyzed for their relationship to the patterns of demand generated in the business. User profiles are defined in the context of the roles and responsibilities within the organization for people, functions, processes and applications. In some cases a user profile will be defined for an automated process, which will have its own demand for supporting services.

When defining user profiles, they will be associated with one or more PBA, which requires both customers and the service provider to have a clear understanding of the business activities and how various roles are related.

The following table is an example of User profiles defined by Demand Management:

User profile  Applicable pattern of business activity PBA code
Senior Executive(UP 1) Moderate domestic and international travel, highly sensitive information to be protected, high urgency for service requests, communication services need to be highly available. 33B17D

21A

Office-based managers Low domestic and international travel, medium sensitive information, medium urgency for service requests, communication services need to be highly available. 33D17B

21A

Office-based staff No domestic and international travel, low sensitive information, low urgency for service requests, communication services require medium availability. 33A17E

21C

In the table, the PBA code would be referencing previously defined patterns of business activity, which helps clarify when will each type of user typically generate demand for IT services and what level of demand will there be. This is valuable information which can be used for then predicting the potential impact that adding or removing staff members (users) may have on the demand for IT services, and the ability of the IT service provider to meet those demands.