This article provides an overview of the ITIL process Demand Management.
Demand management prepares and plans for the demand for IT services. Provisioning capacity in the right place at the right time will reduce the risk of problems and incidents, which in turn will improve customer satisfaction and ensure service levels are adhered to.
Managing capacity is the most important factor in demand management. A balance needs to be found where there is not too much costly capacity, but enough surplus to ensure there is enough for peak or surge usage.
It is also important to understand patterns of business activity, and what demands will be placed upon the services at what times. This can be done through consultation with the organisation, or by analysing existing data of how the systems are used. This can then be used to design the services to meet those demands.
More information and guidance is available on:
- Supply and demand
- Demand through the lifecycle
- Demand forecasting
- Differentiated offerings
For more information please contact Morland-Austin at info@morland-austin.com.