---
sourceDocument: Australia Strategic Portfolio Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-business-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Strategic Portfolio Management

ft:clusterId :

    - itbm

bundleId :

    - itbm

workflow :

    - Technology


---

# Demand workflow

# Demand workflow {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
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## Summary of Demand workflow

The demand workflow in ServiceNow outlines the end-to-end process for managing demands from initial intake through assessment, approval, and execution.
This structured approach helps ensure that demands are progressively refined, validated, and aligned with organizational business and strategic objectives before resources are allocated.
The workflow is customizable via a playbook to suit different governance needs.
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## Key Features

* **Demand Creation:** Demands can be submitted by business users via the Service Catalog or Idea Portal, or directly by demand managers and users through the Next Experience interface.
* **Demand Detailing and Refinement:** Demand managers or users complete and finalize demand details including size, impact, business case, timeline, resources, costs/benefits, stakeholders, and strategy alignment.
* **Screening and Assessment:** Demands are moved to screening where stakeholders complete assessments to score and evaluate the demand's viability.
* **Qualification and Review:** Demands are qualified automatically or manually, then reviewed by stakeholders for approval or deferral decisions.
* **Approval and Conversion:** Approved demands can be converted into strategic or operational entities such as projects, enhancements, or Enterprise Agile Planning (EAP) items, with data migrated accordingly.
* **Completion:** Demands are completed either automatically following entity completion or manually by the demand manager, depending on configuration.

## Practical Benefits for ServiceNow Customers

* Provides a clear and customizable lifecycle for demand management, ensuring demands are evaluated thoroughly before execution.
* Enables alignment of demands with business objectives and strategic priorities through structured review and assessment stages.
* Supports flexible governance by allowing manual overrides and direct conversion of demands to work items at any stage.
* Facilitates integration with other ServiceNow modules by converting approved demands into relevant operational entities, streamlining execution and tracking.  
The demand workflow defines the stages a demand moves through, from initial intake to assessment, approval, and execution. At each stage, you can evaluate the demand, align it with business objectives, and set up the right
processes before resources are assigned.

## Workflow overview {#demand-process-flow__id_hzh_p5y_fjc}

The following table lists the end-to-end life cycle for managing demands. This workflow provides a process for demands so they are progressively refined, validated, and aligned with business and strategic objectives.  
Note:  
This workflow describes the traditional demand management process. You can customize the states and activities by defining a custom playbook.
{#demand-process-flow__table_mb5_3qp_13c__entry__4}

| Task | Description | Demand states involved | Roles involved |
|-|-|-|-|
| Create a demand | Demands enter the system via Service Catalog or Idea Portal, or being submitted directly by demand managers: * Business users can submit an idea via the Service Catalog or Idea Portal. The idea is then evaluated by demand managers after which they can promote it to a demand. * Business users can bypass the ideation process and submit a demand directly from the Service Catalog. * Demand managers or demand users can directly submit demands from the Next Experience for Demand Management. {#demand-process-flow__ul_rhr_gsp_13c} | Draft | Business user, demand manager, demand user |
| Complete demand details | The demand manager or demand user reviews and adds required details. The demand moves from the draft to the submitted state after the basic demand details are added. | Draft → Submitted | Demand manager, demand user |
| Refine and finalize demand | The demand manager completes all required information (size, impact, business case, timeline, resources, costs/benefits, stakeholder registry, strategy alignment). The demand manager can assign tasks or request SME (subject matter expert) support. | Submitted | Demand manager |
| Move demand to screening | The demand manager moves the demand to screening. Assessments are sent to the stakeholders to score the demand after it reaches the screening state. | Submitted → Screening | Demand manager |
| Complete assessments | Stakeholders complete and submit assessments for scoring. | Screening | Stakeholder |
| Move demand to qualified | The demand moves to the qualified state after the required assessments are submitted. * Next Experience for Demand Management updates the state automatically. * The demand manager manually sets the demand to qualified while it is in screening, for example, when assessments are delayed or not required. {#demand-process-flow__ul_oxf_5zp_13c} | Screening → Qualified | Demand manager, Next Experience for Demand Management |
| Review demand | Stakeholders review the demand for approval or deferral. | Qualified | Stakeholder |
| Approve or defer a demand | The demand manager sets the demand to approved (moves forward for execution) or deferred (moves to the Deferred state). Note: This is a description of a traditional demand management process. You can follow other management processes from it according to your governance requirements. For example, a demand can be converted to a work item at any state, including Draft. This is not restricted to support different types of governance processes. | Qualified → Approved or Deferred | Demand manager, demand approver |
| Convert demand to strategic/operational entity | After the demand is approved, the demand manager creates the selected entity such as project, enhancement, or Enterprise Agile Planning (EAP) entities. The created entity is based on the values in the Category and Type fields of the Demand record. Depending on the type of record created, the demand data is migrated to the created entity. | Approved | Demand manager |
| Complete demands | Based on the selection in the Close Demand field, a demand is completed automatically when the converted entity is completed, or manually by the demand manager at any state. | Approved → Completed | Demand manager, Next Experience for Demand Management |
[Table 1. Demand workflow overview]

{#demand-process-flow__table_mb5_3qp_13c}