---
sourceDocument: Australia Strategic Portfolio Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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 March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Demand workflow

The demand workflow in ServiceNow outlines the sequential stages a demand undergoes, from initial intake through assessment, approval, and execution.
This process ensures demands are progressively refined, validated, and aligned with business and strategic objectives before resources are allocated.
The workflow can be customized by defining a custom playbook to fit your organization's specific demand management 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 or users through the Next Experience for Demand Management.
* **Demand Detailing:** Demand managers or users add detailed information to move demands from draft to submitted status.
* **Refinement and Finalization:** Demand managers complete comprehensive details including size, impact, business case, timeline, resources, costs/benefits, stakeholder registry, and strategic alignment. They can also assign tasks or request SME support.
* **Screening and Assessment:** Demands enter a screening phase where stakeholders complete assessments to score the demand. The system or demand manager moves demands to the qualified state based on assessment completion.
* **Review and Approval:** Stakeholders review qualified demands for approval or deferral. Demand managers then set demands as approved (proceed to execution) or deferred.
* **Conversion to Execution Entities:** Approved demands are converted into projects, enhancements, or Enterprise Agile Planning entities, with demand data migrated accordingly based on category and type.
* **Completion:** Demands can be completed automatically upon completion of the converted entity or manually by demand managers at any stage.

## Practical Benefits

This structured workflow enables ServiceNow customers to manage demands methodically, ensuring all demands are thoroughly evaluated and aligned with strategic goals before moving to execution. It promotes collaboration among business users, demand managers, and stakeholders, improving transparency and control over demand progression. Customization options allow organizations to tailor the workflow to their unique processes.  
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-workflow-ppw__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-workflow-ppw__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-workflow-ppw__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-workflow-ppw__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). | 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-workflow-ppw__table_mb5_3qp_13c}