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Demand Management

 

Best Practice according to ITIL® and ISO 20000

 

 

Demand Management identifies and influences IT service consumers' demand for IT services by:

  • analyzing the consumption behavior of IT service consumers

  • identifying future demand from IT service consumers

  • influencing the consumption behavior of IT service consumers through appropriate technical and business management measures.

 

Demand Management is in the classic lifecycle-view part of Service Strategy.

 

In ITIL® 4 Demand Management is part of General Management Practices - Relationship Management Practice (unlike ITIL® 2011, not a separate practice)


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Processes of Demand Management in detail

Process in the ITSM Process Library

Expected process result

 

 

Care for Customer Relations

Management of existing customer relations and creation of relations to prospects

Demand Prognosis

Analysis of the IT service consumption and creation of a forecast thereto

Demand Control

 

Control of the IT service consumption by appropriate technical and financial means

Demand Recording

 

A potential demand identified in the business unit is documented to such an extent that a decision can be made on the continuation of the demand specification

Alignment with the Service Portfolio

 

The specified demand is compared with the service portfolio in order to

  • identify existing services to fulfill the demand

  • identify existing services that only require modification to cover the demand

Demand-Specification for new IT-Service

 

The demand will be further detailed in preparation for implementation readiness

Demand adjustment for comparable existing service

 

Based on the existing Service Portfolio, the feasibility by modifying an existing IT-Service is clarified

Provider Selection and -Validation

 

Based on the specification of the adapted IT-Service, the feasibility and continued operation by the previous provider or the selection of a suitable external provider is examined

Risk Evaluation for IT-Services

 

A policy-compliant risk assessment is created for each new or modified IT-Service (new IT-Service) or the existing one is validated (modified IT-Service)

Business Case for IT-Services

 

The economic feasibility of demand realization is validated on the basis of the management specifications for the profitability analysis

Realization Decision for IT-Services

 

On the basis of the available technical and business decision bases, a decision is made on the implementation of the IT-Service in accordance with the internal release rules

Inclusion in the Service Portfolio

 

The new or modified IT-Service is made available in the Service Portfolio with the current lifecycle status after the implementation decision

Contract Conclusion for IT Standard Services

 

Agree on the provision contracts for IT standard services with the IT service consumers

Customer Satisfaction Surveys

 

Proactive collection of information about the satisfaction of the IT service consumers with the IT services and introduction of necessary related activities

Customer Feedback Management

 

Targeted collection of and reaction to customer feedback including triggering necessary corrective actions

Monitoring of Customer Complaints

 

Permanent monitoring of customer complaints to enable necessary counter activities


Demand Management as part of Business Relationship Management Practice in ITIL® 4

Relationship Management Practice according to ITIL® 4

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Responsible roles

Business Relationship Manager

Performance indicators

KPIs of Demand Management


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