Use Demand Management
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Summary of Use Demand Management
Demand Management enables users with the demand manager role to create, view, modify, and approve demands within the ServiceNow platform. Approved demands can be converted into artifacts such as projects, changes, enhancements, or defects, depending on the selected category and type. Activating the SDLC-SCRUM plugin allows creation of enhancements and defects from demands.
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Demand Management Life Cycle
The life cycle includes the following key stages:
- Creating a demand: Users submit ideas that demand managers approve, automatically converting ideas into demands.
- Viewing demands: Demand managers monitor demands using the demand workbench or list views.
- Enhancing demands: Demands enter screening where assessments and surveys are sent to stakeholders.
- Assessing demands: Demand managers review assessments, setting demand status to qualify, defer, or incomplete. Demands are analyzed and approved via the workbench.
- Creating artifacts: Approved demands are transformed into projects, enhancements, changes, or defects.
Demand States and Actions
Demands progress through a series of states that guide their processing. These states appear in the process flow indicator on the Demand form, showing the current status and history:
- Draft: Demand manager accepts an idea; can update, submit, or delete the demand.
- Submitted: Demand is submitted; options include update, screen, qualify, defer, incomplete, or delete.
- Screening: Assessments are conducted; demand can be updated, qualified, deferred, or deleted.
- Qualified: Demand is ready for review; can be updated, approved, deferred, or deleted.
- Deferred: Demand is on hold; can be updated, approved, reset to draft, or deleted.
- Approved: Demand is approved; can be updated, closed, or deleted.
- Completed: Final state indicating demand completion.
These states support clear tracking and decision-making throughout the demand process.
Demand Assessment and Management Tools
- Visualization: Two demand visualization tools help decision-makers assess and prioritize demands effectively.
- Stakeholder Collaboration: Demand managers collaborate with business relationship managers to gather requirements, risks, and other critical information.
- RIDAC Records: Risks, Issues, Decisions, Actions, and Request Changes (RIDAC) can be recorded and tracked within demands to streamline management and reduce manual duplication.
- Demand Modification: Demands can be reset to Draft or deleted if still in a pending state.
- Bubble Chart Interaction: Demand managers can move and resize visual bubbles representing demands for better visualization.
Predictive Intelligence for Demand Management
ServiceNow includes a Similar Demands solution within the Predictive Intelligence for PPM capability. This feature helps identify related demands during creation, improving demand assessment and avoiding duplication. A guided template is provided to train this solution effectively.
Users with the demand manager role can create, view, and modify demands using the Demand Management application.
You can also approve demands and create the following artifacts from the approved demands:
- Project
- Change
- Enhancement
- Defect
The type of artifact created from a demand depends on the selections in the Category and Type fields on the Demand form. Enhancements and defects can be created when the system administrator has activated the SDLC-SCRUM plugin.
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, or defect.
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, click 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, click one of these buttons:
|
| Screening | The demand initiates assessments for the demand. After reviewing or editing the record, click one of these buttons:
|
| Qualified | The demand has been qualified and is ready for review. After reviewing the record, click 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, click one of these buttons:
|
| Approved | The demand is approved After reviewing or editing the record, click one of these buttons:
|
| Completed | The demand is moved to the completed state. |
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 blank the states that have been skipped.