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 Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage.
Demand Managementavoids unused excess capacity and insufficient capacity.
Key Concepts
Patterns of Business Activity (PBA’s)
Customer assets such as people, processes and applications all performbusiness activities, and because of the way these assets areorganized or because of the tasks they are completing, this activity will tend to be performedin 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 indicatesthe 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 tolerancefor delays.
Attributes: Such as frequency, volume, location and duration.
Service Strategy, Demand Management in ITIL, ITIL Course
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 tobetter understand their own business activities and view them as consumers of services and producers of demand.
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Service Strategy, Demand Management in ITIL, ITIL Course