Predecessors/Before You BeginDemand management and capacity management are closely related. Demand management is about understanding (and shaping) user demands--looking at the market and knowing what people want. Capacity management is about knowing what IT can provide. Demand management is a service strategy process, because it's about understanding the market. Capacity is a service design process, because it's about designing a solution (ideally, one that matches the identified demand). Demand managementService Strategy is about identifying markets and how IT can meet those market needs within certain cost and risk parameters. Demand management supports the Service Strategy phase by understanding what the market (or markets) want, and potentially shaping that market. For example, demand management might identify that students want fast network connections between dormitories to play networked games. It might also help point out that email is most often used between 8-9 AM and 4-5 PM. Demand management helps IT understand how customers perceive value. Demand management may also then try to shape that demand--in this example, by making the network sufficiently fast for network games only between 10 PM and 2 AM. Demand management may work with financial management to use "differential charging" for services based on when they are used. University-specific risksUniversities have many cycles that fit well with demand management, for example semesters. Universities know that registration will occur at a certain time, bills will go out at a certain time, and grades will be received at a certain time. University IT staff often know the impact of these cycles already. This knowledge, if written down, can go a long ways towards a "first version" demand management process. Videos, Photos, and PresentationsThis video is primarily about project demand management but the concepts are similar to service demand management. Contacts and Resources |
|||