Category:Demand Management

From IT frameworks

Contents 1 Introduction 2 Goals & Objectives 3 Terminology 4 Roles 5 Scope 6 Activities 7 Interfaces 8 Inputs/Outputs 8.1 Inputs 8.2 Outputs 9 Value to the Business 10 Implementation 11 Challenges to implementation 12 Flow Chart Model 13 Tips for exam 14 References and resources

Introduction

A key Service Strategy process creating the link between Capacity planning ahead and operational demand today

Goals & Objectives

To ensure that the IT service provider is able to deliver services that meet future business demands.

Terminology

• Patterns of Business Activity (PBA): Identifying the current and future needs generated by the changing business activity.

Roles

Process owner: Demand Manager

Scope

The activities of the Demand Management process should include interacting with the Business world in order to identify PBAs and future demands to IT, and IT Capacity in particular.

Activities

• Observe Business processes to identify PBA
• Provide input to Capacity Management for accurate Capacity planning

Interfaces

• Strategy Generation Management
• Capacity Management
• Indirectly: Event Management

Inputs/Outputs

Inputs

• Patterns of Business Activity

Outputs

• Identified business demands for future IT services

Value to the Business

Ensuring that the IT service provider is able to adjust to changing business needs.

Implementation

For an internal IT Service Provider the Demand Management process can be implemented by including a representative from the IT department in the Business Steering Group.

For an IT Service Provider delivering services to external customers the Demand Management process is closely connected to the long term strategy of the company, in particular the Strategy Generation Management process.

Challenges to implementation

• Obtaining management commitment

Flow Chart Model

Tips for exam

• Remember the phrase Patterns of Business Activity

References and resources

Service Strategy, OGC