--- sourceDocument: Zurich Strategic Portfolio Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-business-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Strategic Portfolio Management ft:clusterId : - itbm bundleId : - itbm workflow : - Technology --- # Use # Use Demand Management {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use Demand Management The Demand Management application in ServiceNow enables users with the demand manager role to create, view, modify, assess, and approve demands throughout their life cycle. It supports both the classic UI and the Next Experience workspace, with the latter offering enhanced features such as Playbooks, Docs, and configurable governance processes. The Next Experience is recommended for new customers and existing customers for seamless management of demands, including integration with Portfolio Planning and Strategic Planning Workspaces. Show full answer Show less ## Key Features * **Demand Creation and Lifecycle:** Users can submit ideas that demand managers approve and convert into demands. Demands move through states like Draft, Submitted, Screening, Qualified, Deferred, Approved, Completed, and Closed, each with specific actions to update, qualify, defer, approve, or delete the demand. * **Demand Assessment and Screening:** Stakeholders participate in assessments via surveys during the Screening phase. Demands are analyzed using the demand workbench to decide approval or deferral. * **Artifact Creation:** From approved demands, demand managers can generate projects, changes, enhancements, defects (with SDLC-SCRUM plugin), or Enterprise Agile Planning (EAP) entities like epics, features, and capabilities (with Strategic Planning plugin). * **Visualization Tools:** The application includes demand visualization options, such as bubble charts, allowing managers to move and resize bubbles for better demand prioritization. * **AI and Predictive Intelligence Integration:** Features like identifying similar demands and summarizing demand records improve efficiency. The Similar Demands solution can be trained using a guided template to enhance demand matching. * **RIDAC Records:** Demand managers can create and track Risk, Issue, Decision, Action, and Change Request (RIDAC) records associated with demands for comprehensive lifecycle management. * **Demand Management Workflow:** The process flow indicator on the Demand form visually guides users through the demand states, marking completed steps and current positions. ## Practical Benefits for ServiceNow Customers * Centralized management of strategic and operational demands with clear governance and assessment processes. * Improved stakeholder collaboration through automated assessments and surveys during demand screening. * Streamlined transition from demand approval to creating various work artifacts aligned with organizational processes. * Enhanced decision-making using AI-powered demand similarity checks and summarization capabilities. * Ability to track risks, issues, and decisions throughout the demand lifecycle, reducing manual effort and improving traceability. * Flexibility to use either the classic UI or the modern Next Experience workspace, with a recommendation to adopt the Next Experience for enriched functionality. Users with the demand manager role can create, view, and modify demands using the Demand Management application. Important: Demands are available in the Next Experience for Demand Management. For more information, see [Next Experience for Demand Management](https://www.servicenow.com/docs/746ufttbRveo7LfRZo89IQ "Next Experience for Demand Management enables you to create, evaluate, and prioritize demands throughout the demand life cycle."). The workspace provides additional value beyond the legacy experience, including Playbook, Docs, and the ability to define different governance processes using playbooks. If you have Portfolio Planning Workspace or Strategic Planning Workspace, you can use the Next Experience for Demand Management to create and manage your demands. * New customers: Use Next Experience for Demand Management to create and manage your demands. * Existing customers: If you already have demands in the classic UI, you can continue using it. However, we recommend moving to the Next Experience for Demand Management, as your existing demands are automatically available there. {#r_UsingDemandManagement__ul_jbf_ttk_m3c} You can also approve demands and create the following artifacts from the approved demands: * Project * Change * Enhancement * Defect * Enterprise Agile Planning (EAP) entities (epic, feature, and capability) {#r_UsingDemandManagement__ul_qr2_zgl_2r} The type of artifact created from a demand depends on the selections in the Category and Type fields on the Demand form. Note: * Enhancements and defects can be created when the administrator has activated the SDLC-SCRUM plugin. * EAP entities can be created when the Strategic Planning plugin is activated. {#r_UsingDemandManagement__ul_hkf_cht_ghc} ## Demand Management Life Cycle The demand management life cycle can be simplified as follows: * [Creating a demand](https://www.servicenow.com/docs/O_XI57tHknYnx6wAKK_rRA "Create demands to capture your strategic and operational requirements and centralize information for stakeholder assessment and prioritization."): The user submits an idea and the demand manager approves the idea, automatically creating a demand from that idea. * [Viewing a list of demands](https://www.servicenow.com/docs/sfqtgM99Nxmg2CRcncfvKQ "You can view existing demands at any time."): The demand manager views demands on the [demand workbench](https://www.servicenow.com/docs/APxmXmRxPAK24wxuyhH1DA "The demand workbench provides a central location for viewing and assessing business demands.") or from a list view. * [Enhancing a demand](https://www.servicenow.com/docs/ZKUvR03Sgs_AML3Xm~0zHA "The demand manager typically works with a business relationship manager to identify stakeholders and elicit requirements, risks, and other important information."): The demand manager can send the demand to screening, which sends assessments to stakeholders. * [Assessing a demand](https://www.servicenow.com/docs/1Kv6jehw6eQa5qU82LZIng "The Demand Management application comes with two demand visualization tools that can aid decision makers with demand assessment."): * The demand manager can screen the demand and send surveys to stakeholders to complete assessments. * The demand manager can set the state of the demand to qualify, defer, or incomplete. * Demands can be analyzed and approved using the demand workbench. {#r_UsingDemandManagement__ul_gmn_3jl_2r} * Creating an artifact: The demand manager creates a project, enhancement, change, defect, or EAP entities. {#r_UsingDemandManagement__ul_cfc_1kf_cp} The demand management application uses the following simplified demand states.{#r_UsingDemandManagement__tbl_DemandManagementStates__entry__2} | State | Description | |-|-| | Draft | The demand manager accepts a submitted idea. After reviewing or editing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Submit demand: The demand is moved to the submitted state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_hn2_pkf_cp} | | Submitted | An accepted idea creates a demand record and the demand manager submits the demand. After reviewing or editing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Screen: The demand is moved to the screening state. * Qualify The demand is moved to the qualified state. * Defer: The demand is moved to the deferred state. * Reset to Draft: The demand is moved back to the draft state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_ad5_tkf_cp} | | Screening | Stakeholder assessments are initiated for the demand. After reviewing or editing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Qualify The demand is moved to the qualified state. * Defer: The demand is moved to the deferred state. * Reset to Draft: The demand is moved back to the draft state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_opb_2lf_cp} | | Qualified | The demand has been qualified and is ready for review. After reviewing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Approve: The demand is moved to the approved state. * Defer: The demand is moved to the deferred state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_nn4_glf_cp} | | Deferred | The demand has been put on hold. The demand can be revisited in future and reviewed. After reviewing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Approve: The demand is moved to the approved state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_eyp_yyd_l2b} | | Approved | The demand is approved After reviewing or editing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Close: The demand is moved to the closed state. * Reset to Draft: The demand is moved back to the draft state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_qxv_llf_cp} | | Completed | The demand is moved to the completed state. After reviewing the record, select one of these buttons: * Update: The demand record is updated, but the demand remains in the current state. * Reset to Draft: The demand is moved back to the draft state. * Delete: The demand record is deleted. {#r_UsingDemandManagement__ul_wl2_fzt_ghc} | [Table 1. Demand States] {#r_UsingDemandManagement__tbl_DemandManagementStates} These states appear in the process flow indicator at the top of the Demand form. The process flow indicator: * Highlights the current state of the demand. * Checks off the states that a demand has passed through. * Leaves empty the states that have been skipped. {#r_UsingDemandManagement__ul_sjm_44l_2r} * **[Assess demands](https://www.servicenow.com/docs/1Kv6jehw6eQa5qU82LZIng)** The Demand Management application comes with two demand visualization tools that can aid decision makers with demand assessment. * **[Create a demand](https://www.servicenow.com/docs/O_XI57tHknYnx6wAKK_rRA)** Create demands to capture your strategic and operational requirements and centralize information for stakeholder assessment and prioritization. * **[Identify similar records using AI](https://www.servicenow.com/docs/2OI63NBWdTVoQAE~6k18ag)** Use the identify similar records skill to find demand records with similar names, descriptions, or business case content. * **[Summarize demands with the demand summarization skill](https://www.servicenow.com/docs/2WItFU3ldLUWwDmWW2CcDA)** Summarize demand records using the demand summarization skill. The skill reviews the demand fields and related lists and helps create a clear summary of the demand. * **[View demands](https://www.servicenow.com/docs/sfqtgM99Nxmg2CRcncfvKQ)** You can view existing demands at any time. * **[Add details to demands](https://www.servicenow.com/docs/ZKUvR03Sgs_AML3Xm~0zHA)** The demand manager typically works with a business relationship manager to identify stakeholders and elicit requirements, risks, and other important information. * **[RIDACs records for a demand](https://www.servicenow.com/docs/wMKKPnJ~52Ny21QCh33MjQ)** RIDAC is an acronym for Risk, Issue, Decision, Action, and Request Changes records. Create a risk for your demand that you can convert to other records during the demand life cycle. Track issues and avoid manual copying of relevant details in related records. * **[Reset a demand to Draft state](https://www.servicenow.com/docs/9rgZk2nUOi9JYM_EylDEjw)** A demand can be moved back to the Draft state, if necessary. * **[Delete demands](https://www.servicenow.com/docs/toijtsJbfFGU9NrOwu58cA)** Demands can be deleted only while in the Pending state. * **[Move and resize a demand](https://www.servicenow.com/docs/U29CrwMEqAWXjRW82l3zFA)** As the demand manager, you can move and resize bubbles in the bubble chart. * **[Train the similarity solution for Demand Management to find similar demands](https://www.servicenow.com/docs/dkZndjgObBvDKJukehb2wQ)** Train the Similar Demands solution definition is included within the Predictive Intelligence for PPM capability to find related demands when creating a demand. * **[PPM PIWB template - Find similar demands](https://www.servicenow.com/docs/avovf~p~GDpPjeiwsL5TWA)** Use a guided template that walks you through training the Similar Demands solution definition for finding similar demands. * **[Associate AI systems with demands](https://www.servicenow.com/docs/BrNG0YVz_iOOgFpdWh6s3g)** Add and manage AI system associations directly from the AI Associations tab in Demand Management.