ITIL Demand Management

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ITIL Demand Management

Objective: ITIL Demand Management aims to understand, anticipate and influence customer demand for services. This process works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand for particular services.

Part of: Service Strategy

Process Owner: Demand Manager


Process Description

The chapter on Demand Management in the Service Strategy book (ITIL V3 2007 Edition) did not offer enough substance to justify a separate Demand Management process, so at IT Process Maps we have decided to treat Demand Management as part of Capacity Management.

As the ITIL 2011 guidance includes clarifications on the differences in scope between Demand Management and Capacity Management, a specific Demand Management process has been introduced as part of Service Strategy. The process overview of ITIL Demand Management (.JPG) shows the key information flows (see fig. 1).

The role Demand Manager has been introduced to perform the activities in the Demand Management process.


No sub-processes are specified for ITIL Demand Management.


The following ITIL terms and acronyms (information objects) are used in the ITIL Demand Management process to represent process outputs and inputs:

Pattern of Business Activity (PBA)

  • Patterns of Business Activity (PBA) are workload profiles describing the demand for particular services. PBAs are an important tool used by Demand Management for anticipating and influencing service demand.

Roles | Responsibilities

Demand Manager - Process Owner

  • The Demand Manager is responsible for understanding, anticipating and influencing customer demand for services. The Demand Manager works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand.


Responsibility Matrix: ITIL Demand Management
ITIL Role / Sub-Process Demand Manager
Demand Management
(no sub‑processes specified)


[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Demand Management process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Demand Management.


By:  Stefan Kempter , IT Process Maps.


Process Description  › Definitions  › Roles