User Profiles is a concept that is discussed as part of the ITIL v3 Service
Strategy text along with Patterns of Business Activity (PBA).
The first step in utilizing the User profile is to actually understand the
way that individuals use the services that are provided to them. It needs to be
understood that even with the same service, different users will use the service
in different ways.
Understanding the way that different users use a service is referred to as
"codifying patterns of business activity". For example, would the CEO look for
different features in the internet portal than other people. Does the on-call
support engineer have different requirements for paging services that would the
If we can map out these patterns and then give each a unique identity code. We
then can assign each code to one or more User profiles. Now we have the ability
to review which UP's share the same PBA. Helps with design and capacity planning
and optimal use of existing infrastructure resources.