Service Strategy Demand Management in ITIL - ITIL Course 

Service Strategy Demand Management in ITIL - ITIL Course 

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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