ITIL Basics
ITIL Useful Resources
Selected Reading
- Service Reporting
- CSI Overview
- ITIL - Access Management
- ITIL - Problem Management
- ITIL - Incident and Request
- ITIL - Event Management
- ITIL - Service Operation Overview
- ITIL - Service and Validation Testing
- Release and Deployment Management
- Service Assets and Configuration Management
- ITIL - Change Management
- ITIL - Project Management
- ITIL - Service Transition Overview
- ITIL - Supplier Management
- Information Security Management
- ITIL - Service Continuity Management
- ITIL - Availability Management
- ITIL - Capacity Management
- ITIL - Service Level Management
- ITIL - Service Catalogue Management
- ITIL - Service Design Overview
- ITIL - Financial Management
- ITIL - Demand Management
- Business Relationship Management
- ITIL - Service Portfolio Management
- ITIL - Strategy Generation
- ITIL - Service Strategy Roles
- ITIL - Service Strategy Overview
- ITIL - Service Lifecycle
- ITIL - Service Basics
- ITIL - Terminologies
- ITIL - Overview
- ITIL - Home
ITIL Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
ITIL - Demand Management
ITIL - Demand Management
Demand Management is a very important and critical process in service strategy. It helps to understand customer demand for services so that appropriate capacity can be provisioned to meet those demands.
Improper demand management leads to improper use of services and resources. Hence it’s worth to analyze customer’s demand.
Demand Manager is the owner of this process.
Strategical Level Demand Management
Strategical Demand Management focuses on two important things as discussed below −
Pattern of Business Analysis (PBA)
PBA is an extremely important activity achieved by knowing customer how they operate and future requirement they might need.
User Profiles
It is the demand pattern shown by users. It can be processes, people or functions.
Tactical Level Demand Management
Under tactical level demand management, we focus on Differential Charging. It is a technique to support Demand Management by charging different amounts for same IT Service Function at different times.
Challenges in Demand Management
Demand Management is critical process of service strategy. The challenges that occur in this process are as shown below −
Improper analysis of customer’s demands lead to improper use of capacity. Excess capacity generates cost without creating value.
Sometimes certain amount of unused capacity is necessary to depver service levels. Such capacity is creating value through the higher level of assurance made possible with the higher capacity.
It is required to have service level agreements, forecasting, planning, and tight coordination with the customer to reduce uncertainty in demand.
Service production cannot occur without concurrence presence of demand that consumes the output.
Arrival of demand is also influenced by demand management techniques such as off-peak pricing, volume discounts, and differentiated service levels
Service Packages
It has two components as discussed below −
Core services, that are the basic services for which customer is wilpng to pay. They bring actual value to the customer.
Support services enhance value proposition of core services i.e. added feature to key services.
Developing differentiated offerings
Packaging of core services and supporting services has imppcations for design and operation services. It is required to decide whether to standardize on the core or supporting services. One can arrive with same level of differentiation of in service offering taking different approaches to packaging as shown in the following figure.
Service Level packages
Service packages come up with one or more Service Level Packages (SLP). Each of the service level packages provides a definite level of utipty and warranty from the perspective of outcomes, assets, and PBA of customers.
Business outcomes are the ultimate basis for service level packages.
Advertisements