Use Demand Management
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Summary of Use Demand Management
The Demand Management application allows users with the demand manager role to create, view, modify, and approve demands. Artifacts such as Projects, Changes, Enhancements, and Defects can be generated from approved demands based on selections made in the Demand form's Category and Type fields. The SDLC-SCRUM plugin must be activated for creating enhancements and defects.
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Key Features
- Demand Management Life Cycle: The life cycle includes creating a demand from an idea, viewing demands, enhancing demands through stakeholder assessments, and creating artifacts.
- Demand States: Demands transition through various states: Draft, Submitted, Screening, Qualified, Deferred, Approved, and Completed, each with specific actions available for the demand manager.
- Demand Visualization Tools: Two tools assist in visualizing and assessing demands for better decision-making.
- Collaboration: The demand manager collaborates with business relationship managers to gather crucial requirements and risks.
- RIDAC Records: Utilize RIDAC (Risk, Issue, Decision, Action, and Request Changes) to track relevant details throughout the demand life cycle.
Key Outcomes
By using the Demand Management application, ServiceNow customers can effectively manage their strategic and operational business requests, streamline the approval process, and maintain clear communication with stakeholders. The ability to reset demands and delete them during the Pending state enhances flexibility in managing demands throughout their life cycle.
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.