Use Demand Management
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Summary of Use Demand Management
Demand Management in ServiceNow enables users with the demand manager role to create, view, and modify demands through an application designed to centralize and streamline strategic and operational requirements. The Next Experience for Demand Management enhances the legacy interface by offering advanced features like Playbooks, Docs, and customizable governance processes. Customers using Portfolio or Strategic Planning Workspaces are encouraged to adopt the Next Experience, which automatically integrates existing demands from the classic UI.
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Demands can lead to the creation of various artifacts such as projects, changes, enhancements, defects, and Enterprise Agile Planning (EAP) entities (epics, features, capabilities), depending on category and type selections. Certain artifact creation capabilities require specific plugins, such as SDLC-SCRUM for enhancements and defects, and Strategic Planning for EAP entities.
Demand Management Life Cycle
The demand life cycle consists of several key stages:
- Creating a Demand: Ideas are submitted and approved by demand managers, transforming them into demands.
- Viewing Demands: Managers access demands through the demand workbench or list views for oversight.
- Enhancing and Assessing Demands: Demands are screened and assessed via stakeholder surveys, moving through states such as Draft, Submitted, Screening, Qualified, Deferred, Approved, and Completed.
- Creating Artifacts: Approved demands can be converted into projects, enhancements, changes, defects, or EAP entities to drive further execution.
The demand states are visually tracked with a process flow indicator on the Demand form, helping managers monitor progress and skipped steps.
Key Features and Functionalities
- Demand Visualization: Tools like bubble charts enable managers to move and resize demand representations for better analysis.
- RIDAC Records: Manage Risk, Issue, Decision, Action, and Request Changes directly tied to demands, facilitating comprehensive tracking.
- Demand Modification: Demands can be reset to Draft if revisions are needed and deleted while in Pending states.
- Predictive Intelligence and AI Integration: Utilize the Similar Demands solution and Now Assist skills to identify related demands based on content similarity and to summarize demand records clearly. AI system associations can be added and managed from the AI Associations tab.
Practical Benefits for ServiceNow Customers
- Centralizes demand information for improved stakeholder collaboration and prioritization.
- Supports governance and approval workflows that align demands with organizational strategy.
- Enables seamless transition from demand to actionable artifacts, integrating with project and agile planning processes.
- Leverages AI-powered tools to reduce duplication, enhance demand assessment, and generate summaries, saving time and improving decision quality.
- Offers a modernized user experience that enhances productivity with Next Experience features like Playbooks and enhanced workspace capabilities.
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.