--- sourceDocument: Brazil Strategic Portfolio Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-business-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Strategic Portfolio Management ft:clusterId : - itbm bundleId : - itbm workflow : - Technology --- # Demand workflow playbook stages # Demand workflow playbook stages {#ariaid-title1} Release version: Brazil Updated November 3, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read The default demand workflow playbook includes predefined stages and activities that guide you through the demand life cycle. ## Overview of the stages {#demand-default-playbook-stages__section_stages_overview} The demand workflow playbook is the only predefined playbook for demands. When the AI Control Tower Core plugin is installed, the demand workflow playbook includes an additional AI checkpoint stage after the Estimate demand cost and effort stage. The playbook consists of seven stages, including the AI checkpoint stage. These stages contain certain activities that consist of forms and related lists. You can view the details of an entry by selecting it from the list. All mandatory form fields in an activity must be filled to mark it as complete. Any activity in any stage can be skipped. To enable the following activities, an activity can be marked as complete or skipped. After an activity is enabled, you can return to it at any time and restart it. If you restart an activity, you must complete or skip it and all subsequent activities. You can also restart a playbook, but all information is lost. Note: The options to add and delete entries in a related list are available only when the playbook uses the Demand Playbook Experience. For more information, see [Demand playbook experience](https://www.servicenow.com/docs/6mn~A48maXDAx1D93HEdOw#playbooks-in-demand-workspace__section_dmnd_pb_experience). Example scenario: The examples in this topic follow a single demand through the playbook. A customer service team requests self-service order tracking in the customer portal, including an AI chatbot that answers order questions. The demand is named Customer portal order tracking. ## Create demand brief {#demand-default-playbook-stages__section_vny_fxm_g3c} This stage captures the foundational information for the demand, including the business justification, risks, and assumptions. Capture what the demand is and why it is needed, including the business case, risks, and assumptions. {#demand-default-playbook-stages__table_hnz_jxm_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Define demand details | Form | In this activity, provide the demand name, description, and business case. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). For example, for a demand for customer portal order tracking: * Name: Customer portal order tracking * Description: Let customers check order status and delivery dates in the portal * Business case: Reduce order-status calls to the support center {#demand-default-playbook-stages__ul_ych_qsj_1lc} | | Document risks and assumptions | Form | Document the risk of not performing the demand and any assumptions. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). For example: * Risk of not performing: Support call volume keeps growing during peak season without self-service tracking * Assumptions: The order management system provides delivery status through an API {#demand-default-playbook-stages__ul_wrj_ntj_1lc} | | The demand state will be moved to submitted | Automated | When you complete the previous activities, the playbook moves the demand to the Submitted state if the conditions for the state change are met. For more information, see [Transition checker to move a demand to the next state automatically](https://www.servicenow.com/docs/6mn~A48maXDAx1D93HEdOw#playbooks-in-demand-workspace__section_dmnd_state_change). | [Table 1. Create demand brief stage details] {#demand-default-playbook-stages__table_hnz_jxm_g3c} Complete the mandatory form fields to mark this stage as complete. Any demand user with the it_demand_user role can complete this stage and submit the demand. The remaining stages must be filled by a user with the it_demand_manager role and only they can advance the demand. ## Define demand alignment {#demand-default-playbook-stages__section_owx_5xm_g3c} This stage aligns the demand with organizational goals, stakeholders, and team members. Connect the demand to business classification, strategic goals, dates, and the people who collaborate on or assess it. {#demand-default-playbook-stages__table_pwx_5xm_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Define business alignment | Form | Define the business classification for the demand such as its category and type. In this activity, you can specify the investment class, investment type and define the priority of the demand. You can also choose how you want to close the demand record. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). | | Define strategic alignment | Form | Define how the demand aligns with the organization's strategic objectives. When you select a primary goal, the associated strategic priority is populated automatically. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). | | Add secondary goals | Related list | Associate secondary goals and targets with the demand. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). For example: * Goal: Reduce support costs * Target: Fewer order-status calls each quarter {#demand-default-playbook-stages__ul_wzr_jvj_1lc} | | Update demand dates | Form | Specify or update the approved and planned dates for the demand. If the approved dates aren't available, specify the tentative planned dates. Set both the planned start date and the planned end date, because the Resources tab of the demand displays resourcing only after both dates are set. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). | | Add collaborators | Form | Add collaborators to the demand and indicate whether an assessment is required. If the Assessment required check box is selected, assessments are triggered when the demand moves to the Screening state. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). For example, the portal product owner and the support center manager as collaborators. | | Add stakeholders | Related list | Add stakeholders associated with the demand. When the assessments are triggered, they are sent to the stakeholders for completion. For more information, see [Demand stakeholder form](https://www.servicenow.com/docs/d1r~V0hZ4ClS42nhpnIixw "The Demand stakeholder form enables you to create a stakeholder record for a demand."). For example, the vice president of customer service as a stakeholder. | | Add demand tasks | Related list | Create demand tasks to break down initial planning activities. For more information, see [Demand task form](https://www.servicenow.com/docs/0xxuVy_7JhsZ26F7A5_ANg "The Demand Task form enables you to create or modify a demand task."). For example, a task for the integration architect to confirm that the order management API returns delivery status. | | Update EAP details | Form | Update the Team field for the Enterprise Agile Planning (EAP) entity, to which the demand is converted. Note: This activity is available if the Type field is selected as an EAP entity. | | The demand state will be moved to screening | Automated | When you complete the previous activities, the playbook moves the demand to the Screening state if the conditions for the state change are met. Only users with the it_demand_manager role can move a demand to the Screening state. For more information, see [Transition checker to move a demand to the next state automatically](https://www.servicenow.com/docs/6mn~A48maXDAx1D93HEdOw#playbooks-in-demand-workspace__section_dmnd_state_change). | [Table 2. Define demand alignment stage details] {#demand-default-playbook-stages__table_pwx_5xm_g3c} ## Estimate demand cost and effort {#demand-default-playbook-stages__section_mdg_c1n_g3c} This stage evaluates the financial and resource requirements for the demand. Estimate the cost, resources, and benefits of the demand, and review the assessment scores. {#demand-default-playbook-stages__table_ndg_c1n_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Update assessment details | Form | Update the assessment information for the demand. The score is populated from the assessments taken by the stakeholders. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). | | Estimate financial cost | Related list | View and manage cost plans associated with the demand. For more information, see [Cost plan form](https://www.servicenow.com/docs/0UThPCKLOG_~zQyyqxp~NA "The cost plan form enables you to create a cost plan for a demand."). For example, one cost plan for external development services and another for chatbot licensing. | | Estimate resource requirements | Related list | View and manage resource assignments for the demand. For more information, see [Resource assignment form](https://www.servicenow.com/docs/ZEQhcXbSUEoxOM75BC7YPg "The resource assignment form enables you to create a resource assignment record for a demand."). For example, resource assignments for two portal developers and one quality engineer for three months. | | Define benefit estimates | Related list | View and manage benefit plans, both monetary and non-monetary, for the demand. For more information, see [Monetary benefit plan form](https://www.servicenow.com/docs/dk4SUv_TO~7SX9VMOPu9og "The benefit plan form enables you to create monetary benefit plans for a demand.") and [Non-monetary benefit plan form](https://www.servicenow.com/docs/cF~SGm9BCD07siqhTlDJhQ "The non-monetary benefit plan form enables you to create non-monetary benefit plans for a demand."). For example, a monetary benefit plan for lower support staffing costs and a non-monetary benefit plan for improved customer satisfaction. | | Cost estimates | Form | Review or update the cost estimate details for the demand. You can select a rate model or provide the discount rate. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). | | The demand state will be moved to qualified | Automated | When you complete the previous activities, the playbook moves the demand to the Qualified state if the conditions for the state change are met. For more information, see [Transition checker to move a demand to the next state automatically](https://www.servicenow.com/docs/6mn~A48maXDAx1D93HEdOw#playbooks-in-demand-workspace__section_dmnd_state_change). | [Table 3. Estimate demand cost and effort stage details] {#demand-default-playbook-stages__table_ndg_c1n_g3c} ## AI checkpoint {#demand-default-playbook-stages__section_ogw_hbn_g3c} This stage associates AI systems with the demand so that AI impacts are identified before the demand is approved. Identify the AI systems that the demand creates or affects so that AI impacts are known before the demand is approved. Note: If the AI Control Tower Core plugin is installed, the AI checkpoint stage is available for the demand workflow playbook. {#demand-default-playbook-stages__table_pgw_hbn_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Associate AI systems | Form | Add AI systems to the demand by selecting from the existing systems or creating one. * To link existing systems, use the Product and Impacted AI systems fields. * To create an AI system, select the Create new AI system link. This option is available only when AI Control Tower is installed and the investment type of the demand is set to artificial intelligence. For more information, see [Create AI system assets](https://www.servicenow.com/docs/access?context=create-ai-system-assets&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). {#demand-default-playbook-stages__ul_yxw_nbn_g3c} | [Table 4. AI checkpoint stage details] {#demand-default-playbook-stages__table_pgw_hbn_g3c} ## Confirm demand readiness for review {#demand-default-playbook-stages__section_cpl_ccn_g3c} This stage verifies that the demand is complete and ready for approval. Assign the demand to a portfolio or program and confirm that the demand is ready for approval.{#demand-default-playbook-stages__table_dpl_ccn_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Align demand and assign portfolio/program | Form | Review the demand details and confirm readiness for the approval process. For more information, see [Demand details form](https://www.servicenow.com/docs/Zgr7HQrRwlud06MLZhQE3A "The demand form information is used to update the Details tab of a demand."). For example, the demand is assigned to the Digital Experience portfolio and the Customer Portal Modernization program. | [Table 5. Confirm demand readiness for review stage details] {#demand-default-playbook-stages__table_dpl_ccn_g3c} ## Approve and finalize demand {#demand-default-playbook-stages__section_um1_qcn_g3c} This stage confirms the demand details and converts the demand to a work entity. Confirm the work entity type and the approved timeline, and convert the demand.{#demand-default-playbook-stages__table_vm1_qcn_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Confirm details and convert to selected entity | Form | Review the selected work entity type, such as project or enhancement, and the approved timeline. | [Table 6. Approve and finalize demand stage details] {#demand-default-playbook-stages__table_vm1_qcn_g3c} ## Complete demand {#demand-default-playbook-stages__section_szq_ycn_g3c} This final stage verifies that the demand was converted to the selected work entity and that the demand details carried over. If the demand is not converted to a work item, use the Details page to convert the demand. For more information, see [Create an entity from a demand](https://www.servicenow.com/docs/VHKfogC7PMiuvuDnI6S27A "Create an entity, such as a work item, from a demand so that you can track work on the demand.").{#demand-default-playbook-stages__table_tzq_ycn_g3c__entry__3} | Activity | Type | Description | |-|-|-| | Review the converted entity | Form | Review the work entity created from the demand to verify that the conversion is complete. | [Table 7. Complete demand stage details] {#demand-default-playbook-stages__table_tzq_ycn_g3c} **Related concepts** * [Playbooks in Next Experience for Demand Management](https://www.servicenow.com/docs/6mn~A48maXDAx1D93HEdOw "Playbooks in Next Experience for Demand Management provide a guided, structured approach to managing a demand from initiation to completion. Playbooks focus specifically on helping teams follow the demand life cycle for different governance processes, so every demand progresses consistently and critical steps aren't missed.") **Related tasks** * [Use playbook for a demand](https://www.servicenow.com/docs/le0NI8_Dbju4nc4bddUPZA "Use the demand workflow default playbook on a demand to complete the activities in each stage and move the demand through its life cycle.") * [Customize and create playbooks](https://www.servicenow.com/docs/OSm6K4OZvaOaw4nqDTM5MA "Configure a playbook to match your organization's demand process. Customize the default demand workflow playbook or create one to define the stages and activities that guide demand records through your workflow.")