Overview of IT Demand Configuration

Demand Management lets you capture, analyze, and manage the demand placed on your IT organization. You can use it to track and manage different types of demand, which can range from requests for defect fixes to requests for new initiatives.

Note: This document details how to configure a Demand Management solution for managing IT demand. For details on how to track and manage your IT demand, see the Tracking and Managing IT Demand User Guide.

To configure Demand Management for tracking and managing IT demand, perform the following steps.

Step 1: Create the IT demand request type.

To create the IT demand request type, you configure request types and their associated request header types to include the Demand Management Field Groups, and configure the SLAs in the request types. For more detailed information, see Configuring IT Demand Request Types.

Step 2: Configure the demand set.

To configure the demand set, you set up the demand fields and map them to fields on each demand request type. For more detailed information, see Configuring Demand Sets.

Step 3: Configure the workflow for IT demand tracking and management.

To configure the workflow for IT demand tracking and management, you use special transitions in your workflows that enable IT demand scheduling features. For more detailed information, see Configuring Workflows for IT Demand.

Step 4: Configure the SLAs.

To configure SLAs to correspond to an acceptable level of performance or reaction time for items managed through Demand Management, you must configure the request types with SLA-specific levels, violation dates, service request dates, and service satisfied dates. For more information, see Configuring Service Level Agreements for IT Demand

Accessing PPM

Businesses often control access to certain information and business processes. This is done to protect sensitive information such as employee salaries, or to simplify business processes by hiding data that is irrelevant to the user. PPM includes a set of features to help control data and process security by letting you determine the following types of access:

  • Who can access certain windows or pages

  • Who can view or edit certain fields

  • What data to display in sensitive fields or screens

  • Who can view, create, edit, or process PPM entities such as requests, packages, projects, portfolios, and programs

  • Who can view, create or edit PPM configuration entities, such as workflows, request types, object types, and security groups

  • Who can change security settings

The following features control the data and process security in PPM. You can combine these features in several ways to secure your system:

  • Licenses. Each user is assigned a license that provides access to a set of PPM product-related screens and functions. Licenses dictate potential behavior, but must be used with access grants to enable specific fields and functions.

  • Access grants. Access grants are linked to users through security groups to determine which windows and functions users can access and use. Access grants also provide different levels of control over certain entities and fields.

For detailed information about security groups and access grants, see the Security Model Guide and Reference.