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Demand Managment (ITIL v3)

Parent Process Reference Framework: ITIL

Parent Life Cycle: Service Strategy

Demand Management

The purpose of Demand Management is to understand, anticipate and influence customer demand for services. Demand Management is related to Capacity Management. 

The objectives of demand management are to: 

  • Identify and analyse patterns of business activity – for example, daily peaks in call volume, financial year end, pay cycle  
  • Anticipate and manage demand if there are capacity issues – for example, off-peak pricing  for a service can be lower than peak pricing 
  • Feed the demand estimates to Capacity Management to ensure that adequate resources are available to meet the demand of services 

Skills

Demand Management

Capacity Management

Training

Training on scenario planning and “what if” analysis 

?? 

Tools

Business Intelligence?? 

?? Advanced Excel? 

Tableu ? 

Microsoft BI  

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