Demand Management is a critical aspect of service management and can be seen in two forms:
1) Demand for a new service
2) Demand for Enhancement
Organizations can handle or executes Demand Management depends on specific needs. In my experience, Service Management needs to develop a process by which a client sends in a new request for Demand Management. I can simplify it in a step by step guide:
1) Client needs to have a template that they fill in with the new service/enchancement. This template will ask for all the information that is needed for basic assesment
2) Once template is complete, it will be sent to Service Desk or Service Management Team. This new request is now added to a tracking tool
3) New request is then assigned to specific team for initial assessment
4) This new request is then discussed in management meeting. Here cost/need/urgency/priority/impact will be discussed
5) Depending on Priority team works on delivering the service
6) Testing/Release Management is involved for testing in test environments and for scheduing
If you have any specific questions regarding Demand Management, then please ask.
thanks for step by step guidence on demand management. We are going to implement DM in our organization in few week and this will help.
ReplyDeleteI think this approach is over simplified and may not work in big organization.
ReplyDeletemy 2 cents.
Partice
anything available in the market to manage Demand Management?
ReplyDeleteI have used few service management tools but there is nothing that really works for DM.
Yes the approach is over simplified and thats the main objective of this blog: To simplify ITIL and make it easy for everyone to understand.
ReplyDeleteAnd
There is hardly any software in the market with Demand Management piece. But most of the tools can be customized based on organizational needs.
I have seen organizations using MS Project for planning/prioritization and later entrying a Change Request in SM Tool.