Demand Management Terms and Concepts

The following sections define terms and concepts associated with Demand Management:

Demand Disposition

Demand disposition refers to the current status of IT demand expressed as the status of requests. Generally, the status of requests is one of the following:

  • New

  • Scheduled

  • Backlog

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Demand Fields and Demand Sets

Different groups within a company might need to track different sets of IT demand. For example, the R&D department might need to track the IT demand from product defect and enhancement requests. The IS department might need to track IT demand from help desk requests. To enable this categorization and separation of IT demand, the IT Demand Management solution includes the concept of demand sets.

Demand sets are self-contained configurations for the IT Demand Management solution. Demand sets allow multiple groups within an organization to track and manage IT demand in a way that best suits their business requirements. In essence, demand sets are groups of demand fields. Each demand set group corresponds to a set of IT demand request types. Each demand field corresponds to a field on each of the IT demand request types (see the figure below).

Demand sets are a way to normalize the common fields in each of the IT demand request types. In addition to providing a consistent, normalized set of IT demand, demand fields also provide an easy way to visualize and track IT demand by request type.

Figure 1-2. Demand set field and IT demand request type field mapping

 

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IT Demand Request Types

The IT Demand Management solution is designed to be integrated with existing Demand Management request resolution systems. The IT Demand Management solution offers a specific kind of request, called an IT demand request. IT demand requests are designed specifically for information technology groups. For example, a common request of IT groups is for a database refresh. The IT Demand Management solution provides a predefined IT demand request specifically for database refreshes (DEM - Database Refresh). When you create a new IT demand request type, that new type of IT Demand can be tracked and managed.

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Predefined IT Demand Request Types and Workflows

The IT Demand Management solution includes four predefined IT demand request types. Each predefined IT demand request type corresponds to a predefined IT demand workflow. The following table lists the IT demand request types, their definitions, and the associated IT demand workflows.

Table 1-1. IT demand request types and workflows

IT Demand Request Type

Definition

IT Demand Workflow

DEM - Application Bug

Used to report problems in current IT applications.

DEM - Bug Request Workflow

DEM - Application Enhancement

Used to request new functionality in current IT applications.

DEM - Enhancement Request Process

DEM - Database Refresh

Database refresh requests can be made for all IT operations applications in the testing phase. Standard IT operation service levels apply.

DEM - Database Refresh

DEM - Initiative

Used to request key projects for future quarters, contingent upon management approval from key stakeholders.

DEM - Project Initiative Process

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IT Demand Request Type Definitions

IT demand request type definitions control much of the request-specific logic of the tracking and managing process. Definitions control the following items and processes:

  • Defaulting to a specific workflow to use when processing an IT demand request

  • Custom field definitions and behaviors

  • Layout

  • Data access and security (who can view or edit the IT demand request)

  • Configuration security (who can alter the IT demand request type)

  • Notifications

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SLAs

The IT Demand Management solution tracks and reports on service level agreements (SLAs). These SLAs correspond to an acceptable level of performance or reaction time for items being managed using Demand Management.

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IT Demand Management Solution Requests

The IT Demand Management solution is designed to be integrated with existing Demand Management request resolution systems. In a typical request resolution system, when a person has a requirement, that person creates a request. When the IT Demand Management solution is in place, requests will additionally include scheduling and SLA fields to increase the effectiveness of the requests. Request management includes activities such as the printing, canceling, reopening, deleting, and purging of requests.

For information on how to create and manage requests, see the Demand Management User Guide.

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