ITIL Demand Management: Difference between revisions
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< | '''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>ITIL Demand Management</i> 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.</span></p> | ||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html> | |||
'''Process Owner''': [[ITIL Demand Management#Demand Manager|Demand Manager]] | '''Process Owner''': [[ITIL Demand Management#Demand Manager|Demand Manager]] | ||
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== Process Description == | ==Process Description== | ||
[[Image:Demand-management-itil.jpg|right|thumb|500px|alt=Demand Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Demand-management-itil.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-demand-management-itil.pdf ITIL Demand Management (.pdf)]]] | |||
[[Image:Demand-management-itil.jpg|right|thumb| | 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 [[Media:Demand-management-itil.jpg|ITIL Demand Management (.JPG)]] shows the key information flows (see fig. 1). | |||
The role [[ITIL Demand Management#Demand Manager|Demand Manager]] has been introduced to perform the activities in the Demand Management process. | The role [[ITIL Demand Management#Demand Manager|Demand Manager]] has been introduced to perform the activities in the Demand Management process. | ||
==Sub-Processes== | |||
== Sub-Processes == | |||
No sub-processes are specified for [[ITIL Demand Management]]. | No sub-processes are specified for [[ITIL Demand Management]]. | ||
==Definitions== | |||
== Definitions == | |||
<p> | <html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | ||
<meta itemprop="itemListOrder" content="Ascending" /> | |||
<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in the ITIL Demand Management process to represent process outputs and inputs:</span> | |||
</p> | |||
<p><b><span id="Pattern_of_Business_Activity_PBA" itemprop="itemListElement">Pattern of Business Activity (PBA)</span></b> | |||
</p> | |||
<ul><li itemprop="description">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. | |||
</li></ul> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==Roles | Responsibilities== | |||
'''<span id="Demand Manager">Demand Manager - Process Owner</span>''' | |||
*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. | |||
<p> </p> | <p> </p> | ||
{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
| | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="8"|'''<span id="RACI-Matrix-Demand-Management">Responsibility Matrix: ITIL Demand Management</span>''' | ||
|- | |- | ||
! | !style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | !style="background:#eeeeee;" | [[ITIL Demand Management#Demand Manager|Demand Manager]] | ||
|- | |- | ||
| | |style="text-align:left;" |[[ITIL Demand Management|Demand Management]]<br /> ''(no sub‑processes specified)'' | ||
| A[[ITIL Demand Management#Accountable|<small>[1]</small>]]R[[ITIL Demand Management#Responsible|<small>[2]</small>]] | | A[[ITIL Demand Management#Accountable|<small>[1]</small>]]R[[ITIL Demand Management#Responsible|<small>[2]</small>]] | ||
|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Demand Management.</span> | <span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Demand Management.</span> | ||
==Notes== | |||
<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | |||
<p> </p> | <p> </p> | ||
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[[Category:ITIL | [[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Strategy|Demand Management]][[Category:ITIL Demand Management|!]] | ||
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Latest revision as of 11:51, 31 December 2023
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.
Sub-Processes
No sub-processes are specified for ITIL Demand Management.
Definitions
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.
| ITIL Role / Sub-Process | Demand Manager |
|---|---|
| Demand Management (no sub‑processes specified) |
A[1]R[2] |
Remarks
[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.
Notes
By: Stefan Kempter 
, IT Process Maps.
Process Description › Definitions › Roles
