Demand Completion (non technical) and Demand Rejection

[Ryan Agostinell]

As we look to utilize best practices (and find them), my team was wondering how others utilize Demand Management.

One question as we worked through the process flow yesterday was, when should a demand be closed (completed)?  Our workflow for approved demands will generate a project entry in PPM (external at present).   Do others wait for the project to be completed to close the demand request, or do you close the demand request once the project has been initiated and kicked off?

Additionally, (I've seen this discussed several times) how do you handle demands that are rejected?

Present state is to Defer them.   Then they sit in a defer stack with other demands that are legitimately deferred due to time, funds, resources, or some other reason.   However, if a demand is rejected, it's not really "deferred".   The logical choice would be to delete, however if you delete the demand request you lose EVERYTHING except for stakeholders.   We'd like to determine a way to manage rejected demand requests that maintains the data, and yet puts it in "REJECTED" state.    Like pre-Fuji. 

Ideas?

Thanks in advance, 

Ryan

[Mary Myers]

We close the demand when the project is created.  You can always follow the bread crumbs to the project to see the status / outcome.

We use the Reject state to reject the demands that will not be moving forward.  I looked at a few in our system and it appears that key data is retained - business case, details tab (portfolio, program, etc.), key stakeholders.  We just started using resource plans on demands so I'm not sure if any existing resource plans are rejected automatically or need to be completed manually.

[Ryan Agostinell]

So we do not have a "Reject" button available in the ITIL UI.   Not sure why some have it and for some it appears disabled.   

[Rae Ann Prasnic · Accepted solution]

There are two options within the Preferences tab of Demand as to when to close a Demand. On creation of project or On closure of project. The default is On creation of project. Most often you will close the Demand On creation of project because the work continues via Project. One reason to leave open would be if you want to return to the Demand to continue work, but in theory all work should move forward within the Project. And as @Mary Myers suggested you can always see the Demand associated with a project. 

There is a Rejected state in Demand, however it is not part of the OOTB workflow built in to Demands so you do not see a user button at the top, nor is it built into the Chevron.

A simple way to change the State of a Demand to Rejected, without making any configuration changes, is to change the state on the record from within the List View. The data will be retained, however it is important to note you should cancel all Resource Plans, if present.

Please mark reply as helpful or correct if applicable (I'm working on a badge!). Thanks, Rae Ann

[Ryan Agostinell]

Thank you so much!   This was so helpful!