* . *
  • About
  • Advertise
  • Privacy & Policy
  • Contact
Tuesday, October 21, 2025
Earth-News
  • Home
  • Business
  • Entertainment
    Hetzel Design: blending architecture and entertainment – Blooloop

    Hetzel Design: Where Architecture and Entertainment Unite in Perfect Harmony

    Country music legend rushed to hospital year after heart surgery. Here’s what we know – PennLive.com

    Country Music Legend Rushed to Hospital One Year After Heart Surgery – What’s Happening Now?

    Strictly Come Dancing results: Chris Robshaw is eliminated while drag queen La Voix escapes dance-off – Yahoo

    Strictly Come Dancing results: Chris Robshaw is eliminated while drag queen La Voix escapes dance-off – Yahoo

    Placer County town of Loomis considers entertainment zone for downtown – CBS News

    Loomis Unveils Thrilling New Entertainment Zone to Revitalize Downtown

    CT Culture Corner: Robert Redford films to watch – CT Insider

    CT Culture Corner: Robert Redford films to watch – CT Insider

    Elmira’s New Entertainment Venue ‘Centertown Social’ Adding its Final Touches – WENY News

    Elmira’s New Entertainment Venue ‘Centertown Social’ Adding its Final Touches – WENY News

  • General
  • Health
  • News

    Cracking the Code: Why China’s Economic Challenges Aren’t Shaking Markets, Unlike America’s” – Bloomberg

    Trump’s Narrow Window to Spread the Truth About Harris

    Trump’s Narrow Window to Spread the Truth About Harris

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Trending Tags

    • Trump Inauguration
    • United Stated
    • White House
    • Market Stories
    • Election Results
  • Science
  • Sports
  • Technology
    3 E Network Technology Group Limited Closes $1.5 Million Convertible Promissory Note Offering – Quiver Quantitative

    3 E Network Technology Group Limited Closes $1.5 Million Convertible Promissory Note Offering – Quiver Quantitative

    3 Technology Stocks to Buy Now – Yahoo Finance

    3 Must-Buy Tech Stocks You Can’t Afford to Miss Right Now

    ‘New frontier’: Austin leaders start discussions on air taxi technology – KXAN Austin

    Austin Leaders Ignite Exciting Conversations on the Future of Air Taxi Technology

    How a Gemma model helped discover a new potential cancer therapy pathway – blog.google

    How a Gemma Model Revealed a Breakthrough Pathway for Cancer Treatment

    Italian Technology in Manufacturing: Supporting North American Industries and Keeping Production Local – Thomasnet

    How Italian Technology is Revolutionizing North American Manufacturing and Boosting Local Production

    Guide to Proteomics Project Planning: Sample Preparation Strategies – Technology Networks

    Guide to Proteomics Project Planning: Sample Preparation Strategies – Technology Networks

    Trending Tags

    • Nintendo Switch
    • CES 2017
    • Playstation 4 Pro
    • Mark Zuckerberg
No Result
View All Result
  • Home
  • Business
  • Entertainment
    Hetzel Design: blending architecture and entertainment – Blooloop

    Hetzel Design: Where Architecture and Entertainment Unite in Perfect Harmony

    Country music legend rushed to hospital year after heart surgery. Here’s what we know – PennLive.com

    Country Music Legend Rushed to Hospital One Year After Heart Surgery – What’s Happening Now?

    Strictly Come Dancing results: Chris Robshaw is eliminated while drag queen La Voix escapes dance-off – Yahoo

    Strictly Come Dancing results: Chris Robshaw is eliminated while drag queen La Voix escapes dance-off – Yahoo

    Placer County town of Loomis considers entertainment zone for downtown – CBS News

    Loomis Unveils Thrilling New Entertainment Zone to Revitalize Downtown

    CT Culture Corner: Robert Redford films to watch – CT Insider

    CT Culture Corner: Robert Redford films to watch – CT Insider

    Elmira’s New Entertainment Venue ‘Centertown Social’ Adding its Final Touches – WENY News

    Elmira’s New Entertainment Venue ‘Centertown Social’ Adding its Final Touches – WENY News

  • General
  • Health
  • News

    Cracking the Code: Why China’s Economic Challenges Aren’t Shaking Markets, Unlike America’s” – Bloomberg

    Trump’s Narrow Window to Spread the Truth About Harris

    Trump’s Narrow Window to Spread the Truth About Harris

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    Israel-Gaza war live updates: Hamas leader Ismail Haniyeh assassinated in Iran, group says

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    PAP Boss to Niger Delta Youths, Stay Away from the Protest

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Court Restricts Protests In Lagos To Freedom, Peace Park

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Fans React to Jazz Jennings’ Inspiring Weight Loss Journey

    Trending Tags

    • Trump Inauguration
    • United Stated
    • White House
    • Market Stories
    • Election Results
  • Science
  • Sports
  • Technology
    3 E Network Technology Group Limited Closes $1.5 Million Convertible Promissory Note Offering – Quiver Quantitative

    3 E Network Technology Group Limited Closes $1.5 Million Convertible Promissory Note Offering – Quiver Quantitative

    3 Technology Stocks to Buy Now – Yahoo Finance

    3 Must-Buy Tech Stocks You Can’t Afford to Miss Right Now

    ‘New frontier’: Austin leaders start discussions on air taxi technology – KXAN Austin

    Austin Leaders Ignite Exciting Conversations on the Future of Air Taxi Technology

    How a Gemma model helped discover a new potential cancer therapy pathway – blog.google

    How a Gemma Model Revealed a Breakthrough Pathway for Cancer Treatment

    Italian Technology in Manufacturing: Supporting North American Industries and Keeping Production Local – Thomasnet

    How Italian Technology is Revolutionizing North American Manufacturing and Boosting Local Production

    Guide to Proteomics Project Planning: Sample Preparation Strategies – Technology Networks

    Guide to Proteomics Project Planning: Sample Preparation Strategies – Technology Networks

    Trending Tags

    • Nintendo Switch
    • CES 2017
    • Playstation 4 Pro
    • Mark Zuckerberg
No Result
View All Result
Earth-News
No Result
View All Result
Home Business

Personalize Your IT Service Delivery With Persona Mapping

September 28, 2023
in Business
Personalize Your IT Service Delivery With Persona Mapping
Share on FacebookShare on Twitter

By Alan Shen

Anyone who has worn a one-size-fits-all T-shirt knows that not every fit is a good fit, despite what the label says.

The same holds true for the delivery of enterprise technologies to employees. A one-size-fits-all strategy may loosely fit the needs of some of your employees—but not all.

Some successful organizations have embraced a promising alternative: persona mapping, the strategy of identifying individuals (or personas) within your organization and tailoring the technology experiences you deliver to each persona group. It’s a shift from the mindset of “a user is a user” that maps each employee to the business function they serve.

Persona mapping is a must for any organization prioritizing business for understanding and refining the employee experiences (EXs) you provide. By creating persona groups, you can measure and optimize the business impact of your enterprise technologies.

How can persona mapping optimize IT service delivery?

Persona mapping enables your IT teams to recognize the unique needs of every employee rather than focusing on a broad picture of a generic end user. Beyond improving EX, a persona-mapping strategy can align to organizational priorities, making it easier to achieve key business outcomes.

Here are two of many applications for persona mapping.

Help desk ticket routing

Organizations often struggle to efficiently allocate limited IT support resources and prioritize service tickets, especially when multiple specialized service desks are involved. Imagine explaining your problem to a service desk agent, being transferred to a different agent, and then being required to restate the details of your issue. This inefficiency can result in frustrating delays for employees seeking help. Us for better customer service and reduced response times.

When an employee contacts the service desk, a dynamic lookup system identifies their persona group and directs them to the right specialist immediately. A field salesperson might be sent directly to a team specializing in their specific sales software, while a health care worker could be directed to an expert familiar with their hospital’s electronic medical record system. This approach not only improves the support experience but also enhances employee productivity.

Equipment refresh

Adopting a persona-driven approach to device life cycle management ensures your workforce has the tools it needs for optimal performance. Engineers using heavy-duty applications may need frequent device updates, while occasional equipment upgrades may suffice for a salesperson, saving costs and benefiting the environment.

Moreover, frontline employees, like airline crews using corporate tablets, benefit from tailored support solutions. Providing support at briefing centers or a “device help” button for airport staff ensures efficient on-site troubleshooting without inconveniencing passengers.

How do you choose your personas?

The number of personas your organization should create depends on what’s both manageable and useful for IT. If you’re new to persona mapping, start with up to ten personas to balance benefits and administrative ease. Scaling up can occur as needed.

Remember, personas shouldn’t be aligned solely by job role, because roles can vary widely in technology needs. Instead, create personas based on clusters of employees with similar needs, such as a group comprising finance, legal, and marketing staff or another based on geographic location.

When developing personas, consider these key factors:

Seniority and role: High-ranking executives and mission-critical employees like trauma center doctors may need prioritized IT support. Organizations often create a VIP persona for such roles.
Customer experience: Roles that are customer facing, like retail staff, may require quicker support to minimize downtime and its impact on the customer experience.
Location: Employees at a manufacturing plant may require immediate Tier 1 service desk attention to avoid costly downtime. Location-based personas also help tailor services for remote and in-office staff.

Some employees may fit multiple personas, such as a doctor who is both customer facing and of high seniority. In such cases, establish a process to help IT decide which persona takes precedence in different scenarios. Whatever the circumstance, understanding a day in the life of each of your user personas is a must.

What’s involved in setting up persona mapping?

 Persona mapping involves qualitative research, often through workshops with key stakeholders, to understand employee tech needs and daily experiences. However, merely listing personas isn’t enough; significant engineering is required to map this data in your identity database for tailored IT services.

A common hurdle for adoption is unclear responsibility for planning, implementation, and maintenance of personas. To avoid setbacks, it’s crucial to assemble a dedicated team and clarify stakeholder responsibilities early on.

Maximize your business value with persona mapping

Prioritize your IT resources based on personas to better inform equipment refreshes, service ticket routing, EX initiatives, and other business processes. Persona mapping can help your employees deliver better customer outcomes, contributing to higher customer loyalty and renewals. Unlike a one-size-fits-all T-shirt, persona mapping leads to a much better fit for everyone.

Learn more about crafting a persona-powered workplace here.

Alan Shen is Vice President of Solution Portfolio and Development, Digital Workplace Solutions at Unisys

>>> Read full article>>>
Copyright for syndicated content belongs to the linked Source : Harvard Business – https://hbr.org/sponsored/2023/09/personalize-your-it-service-delivery-with-persona-mapping

Tags: businessPersonalizeservice
Previous Post

Research: How Some Companies Avoid Accusations of Greenwashing

Next Post

Domino’s delivers pizza on road in choked Bengaluru traffic. Video goes viral

UEFA becomes first sporting body to sign up to global anti-piracy coalition – The New York Times

UEFA Leads the Charge as First Sports Organization to Join Global Anti-Piracy Coalition

October 21, 2025
The lover’s guide to the 2025 World Series – The New York Times

Your Ultimate Lover’s Guide to the 2025 World Series

October 21, 2025
Rethinking Growth In A Broadening Economy – Seeking Alpha

Unlocking Success: New Insights for Thriving in a Booming Economy

October 21, 2025
Hetzel Design: blending architecture and entertainment – Blooloop

Hetzel Design: Where Architecture and Entertainment Unite in Perfect Harmony

October 21, 2025
Study suggests earlier start of hormone therapy optimizes long-term health outcomes – News-Medical

Starting Hormone Therapy Sooner May Boost Long-Term Health Benefits

October 21, 2025
Some States With Democratic Governors Are Posting Partisan Shutdown Messages on Official Websites – The New York Times

Some States with Democratic Governors Feature Partisan Shutdown Messages on Official Websites

October 21, 2025
Revisiting Pope Francis’ Call for ‘Ecological Conversion’ – Sojourners

Pope Francis’ Powerful Appeal for a Global Ecological Awakening

October 21, 2025
PJSB donates $50,000 for UACCM Nursing and Science Center – KVOM

PJSB donates $50,000 for UACCM Nursing and Science Center – KVOM

October 21, 2025
An update from Riane Eisler, author of “The Chalice and the Blade,” on achieving peace. – Psychology Today

An update from Riane Eisler, author of “The Chalice and the Blade,” on achieving peace. – Psychology Today

October 21, 2025
We live in a sailboat and travel the world full-time… but our lifestyle isn’t as glamorous as you’d think – Daily Mail

Living Full-Time on a Sailboat and Traveling the World: The Reality Behind the Glamour

October 21, 2025

Categories

Archives

October 2025
M T W T F S S
 12345
6789101112
13141516171819
20212223242526
2728293031  
« Sep    
Earth-News.info

The Earth News is an independent English-language daily published Website from all around the World News

Browse by Category

  • Business (20,132)
  • Ecology (878)
  • Economy (900)
  • Entertainment (21,771)
  • General (17,719)
  • Health (9,941)
  • Lifestyle (912)
  • News (22,149)
  • People (900)
  • Politics (910)
  • Science (16,110)
  • Sports (21,400)
  • Technology (15,879)
  • World (883)

Recent News

UEFA becomes first sporting body to sign up to global anti-piracy coalition – The New York Times

UEFA Leads the Charge as First Sports Organization to Join Global Anti-Piracy Coalition

October 21, 2025
The lover’s guide to the 2025 World Series – The New York Times

Your Ultimate Lover’s Guide to the 2025 World Series

October 21, 2025
  • About
  • Advertise
  • Privacy & Policy
  • Contact

© 2023 earth-news.info

No Result
View All Result

© 2023 earth-news.info

No Result
View All Result

© 2023 earth-news.info

Go to mobile version