Service Strategy
Demand Management
Purpose and Objectives
The purpose of Demand Management is to assist the IT Service Provider in understanding
and influencing
customer
demand
for services,
and the provision of capacity to meet these demands.
Objectives
Demand Management aims at minimizing
uncertainty
in demand to avoid
excess
capacity.
Demand Management
supports Capacity Management by
providing reliable planning data. It also tries to understand
and possibly influence end-user behavior with regard to
service usage.
Demand Management
avoids unused excess capacity and insufficient capacity.
Key Concepts
Patterns of Business Activity (PBA’s)
Customer assets such as people, processes and applications
all perform
business
activities, and because
of the way these
assets are
organized or because
of the tasks they are completing, this activity will tend to be performed
in patterns.
Once a PBA has been identified, a PBA profile should be drawn up and details about the PBA documented. The following items need to be documented:
Classification:
This indicates
the type of PBA, and could refer to where it originates (user or automated),
the type and impact of outcomes supported,
and the type of workload supported.
Requirements: Such
as performance,
security, availability, privacy,
latency or tolerance for delays.
Service asset
requirements: Such as
performance, security,
availability,
privacy, latency or tolerance
for delays.
Attributes: Such as frequency, volume, location and duration.
User Profiles (UP):
User profiles are based on roles and responsibilities within. Each UP can be associated with one or
more PBA. This ensures a systematic approach to understanding and managing demand from customers. They also require customers to
better understand their own business
activities
and view them as consumers
of services and producers of demand.
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