Gartner Research

Consult the Board: Impact of End-User Personas on IT Service Delivery

Published: 31 August 2022

Summary

This 2-minute Consult the Board survey summary features inputs from 16 members regarding the development of end-user personas to support the IT services. It describes members’ views on the impact of end-user personas on cost reduction and speed of IT service delivery.

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Overview

How has the usage of end-user personas impacted the speed, quality, and cost of IT services?

  • Most respondents’ (11 of 16, or 69%) IT organizations use end-user personas.

  • More than half of the respondents (9 of 16, or 56%) state that the “usage of personas has not had a material impact on the speed with which IT services are delivered.”

  • Similarly, in terms of the cost impact, the majority of respondents (9 of 16, or 56%) state that it is “too soon to tell” the impact of end-user personas on cost reduction for IT services.

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