--- 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, and manage demands efficiently. The application supports both a classic UI and the Next Experience for Demand Management, which offers enhanced features like Playbooks, Docs, and customizable governance processes. Customers using Portfolio Planning or Strategic Planning Workspaces should adopt the Next Experience for improved demand handling. Show full answer Show less Demands can be submitted as ideas, approved by demand managers, and converted into various artifacts such as projects, changes, enhancements, defects, or Enterprise Agile Planning (EAP) entities (epics, features, capabilities), depending on category and type selections. Activation of specific plugins (SDLC-SCRUM, Strategic Planning) is required for certain artifact types. ## Demand Management Life Cycle The demand life cycle involves these key stages: * **Creation:** Users submit ideas; demand managers approve to create demands. * **Viewing:** Demand managers access demands via the demand workbench or list views. * **Enhancement \& Screening:** Demands undergo stakeholder assessments and surveys to gather input. * **Assessment:** Demands are qualified, deferred, or marked incomplete based on evaluation. * **Approval \& Artifact Creation:** Approved demands lead to creation of projects, enhancements, changes, defects, or EAP entities. The demand states guiding this process include Draft, Submitted, Screening, Qualified, Deferred, Approved, and Completed, each with specific actions such as update, submit, approve, defer, reset to draft, or delete. The process flow indicator on the Demand form visually tracks these states for easy management. ## Key Features * **Demand Visualization:** Two tools assist decision-makers in assessing demands effectively. * **AI-Powered Capabilities:** * **Identify Similar Records:** Uses AI to find demands with similar names, descriptions, or business cases. * **Demand Summarization:** Generates clear summaries from demand fields and related data. * **Predictive Intelligence Training:** Guided templates help train AI models to improve similarity detection. * **RIDAC Records:** Manage Risks, Issues, Decisions, Actions, and Change Requests tied to demands to track lifecycle elements comprehensively. * **Demand Modification:** Demand managers can reset demands to draft, delete demands in pending states, and visually manipulate demand representations in bubble charts. * **AI Associations:** Directly add and manage AI system links within demands. * **Employee Slate Integration:** Requesters can create and track demands through conversational interfaces and widgets, enhancing user experience. ## Practical Benefits for ServiceNow Customers By leveraging Demand Management, customers can centralize strategic and operational demand intake, streamline stakeholder collaboration, and improve decision-making with AI-driven insights. The ability to convert demands into actionable portfolio artifacts supports seamless project initiation and agile planning. Transitioning to the Next Experience ensures access to modern tools like playbooks and enhanced governance, facilitating better demand oversight and execution. 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. * **[Work with demands in Employee Slate](https://www.servicenow.com/docs/ZT0x~mB_MTO6khOvKQwnWg)** The My Demands widget and conversational experience in Employee Slate brings demand creation and tracking into a single, conversation-first workspace. Requesters can create demands through the conversational experience and track them using widgets.