Use Demand Management
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Summary of Use Demand Management
The Demand Management application in ServiceNow allows users with the demand manager role to create, view, and manage demands effectively. This application supports transitioning from the classic UI to the Next Experience for Demand Management, which offers enhanced features such as Playbooks, Docs, and customizable governance processes. Customers using Portfolio or Strategic Planning Workspaces can leverage the Next Experience to streamline demand creation and management.
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Key Features
- Demand Creation and Lifecycle: Demands originate from submitted ideas and progress through lifecycle states including Draft, Submitted, Screening, Qualified, Deferred, Approved, Completed, and Closed. Demand managers can update, approve, defer, or delete demands at various stages.
- Artifact Generation: Approved demands can spawn related artifacts such as Projects, Changes, Enhancements, Defects, and Enterprise Agile Planning (EAP) entities like epics, features, and capabilities. The type of artifact depends on demand category and type selections, with some requiring specific plugins (e.g., SDLC-SCRUM, Strategic Planning).
- Demand Assessment Tools: The application provides visualization tools and stakeholder assessments for demand screening and qualification. Stakeholders can complete surveys to contribute to demand evaluation.
- AI Capabilities: AI-powered features include identifying similar demands based on names, descriptions, or business case content, and summarizing demands for clarity. The Predictive Intelligence for PPM capability includes a guided template to train the similarity solution, improving demand matching and decision-making.
- Demand Details and Tracking: Demand managers can collaborate with business relationship managers to capture requirements, risks, issues, decisions, actions, and change requests (RIDAC) associated with demands. This helps maintain comprehensive demand records and risk management.
- Demand Visualization and Interaction: Users can view demands in list or workbench views, move and resize demand representations in bubble charts, and manage AI system associations directly within demands.
- State Management: Demands can be reset to Draft if necessary, and deletion is permitted only when demands are in specific states (e.g., Pending).
Key Outcomes
- Centralized management of strategic and operational demands with structured lifecycle stages improves governance and prioritization.
- Integration with AI enhances the ability to identify similar demands and generate clear summaries, facilitating faster and more informed decisions.
- Automatic creation of related project and agile planning artifacts from approved demands streamlines downstream execution.
- Comprehensive stakeholder engagement and risk management through assessments and RIDAC records ensure thorough demand evaluation.
- The Next Experience for Demand Management provides a modernized workspace with additional tools that increase productivity and governance flexibility.
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.
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.
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)
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.
Demand Management Life Cycle
The demand management life cycle can be simplified as follows:
- Creating a demand: The user submits an idea and the demand manager approves the idea, automatically creating a demand from that idea.
- Viewing a list of demands: The demand manager views demands on the demand workbench or from a list view.
- Enhancing a demand: The demand manager can send the demand to screening, which sends assessments to stakeholders.
- Assessing a demand:
- 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.
- Creating an artifact: The demand manager creates a project, enhancement, change, defect, or EAP entities.
The demand management application uses the following simplified demand states.
| State | Description |
|---|---|
| Draft | The demand manager accepts a submitted idea. After reviewing or editing the record, select one of these buttons:
|
| 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:
|
| Screening | Stakeholder assessments are initiated for the demand. After reviewing or editing the record, select one of these buttons:
|
| Qualified | The demand has been qualified and is ready for review. After reviewing the record, select one of these buttons:
|
| 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:
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| Approved | The demand is approved After reviewing or editing the record, select one of these buttons:
|
| Completed | The demand is moved to the completed state. After reviewing the record, select one of these buttons:
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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.