The objectives include:
• characterising and codifying business activities into specific and recognisable patterns that have a common service consumption profile;
• characterising the usage of services by users into user profiles;
• encouraging the use of services at less busy times, for example by offering
discounts at these times.
The first two objectives help to understand and predict the demand for resources better. This makes it easier for the service provider to match the services and
resources to the identified needs of each user profile. Ultimately, this leads to
improved value for both customers and suppliers by minimising costs and poor performance.