Which of the following is NOT typically considered a persona in Incident and Problem Management?

In the context of Incident and Problem Management, a persona refers to specific roles that users or stakeholders occupy in relation to managing incidents and problems within an organization. These personas typically include individuals who have defined responsibilities in the incident and problem resolution processes.

A Product Owner is generally associated with roles in Agile methodologies and product development rather than directly involved in Incident and Problem Management. Their primary focus is on managing the product backlog and ensuring the product meets business needs and stakeholder expectations, which falls outside the typical scope of incident or problem management roles.

In contrast, roles such as Service Desk Agent, Incident Manager, and Major Incident Manager are explicitly involved in the operational aspects of incident and problem management. The Service Desk Agent interacts with users to log incidents and facilitate initial triage. The Incident Manager oversees the resolution of incidents to restore normal service operation as quickly as possible, while the Major Incident Manager specifically manages critical incidents that significantly impact the business.

Therefore, the Product Owner does not fit the definition of a persona in Incident and Problem Management, as their responsibilities do not align with the roles traditionally involved in managing incidents and solving problems.