Use Demand Management
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Summary of Use Demand Management
The Demand Management application in ServiceNow enables users with the demand manager role to create, view, modify, assess, and approve demands throughout their life cycle. It supports both the classic UI and the Next Experience workspace, with the latter offering enhanced features such as Playbooks, Docs, and configurable governance processes. The Next Experience is recommended for new customers and existing customers for seamless management of demands, including integration with Portfolio Planning and Strategic Planning Workspaces.
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Key Features
- Demand Creation and Lifecycle: Users can submit ideas that demand managers approve and convert into demands. Demands move through states like Draft, Submitted, Screening, Qualified, Deferred, Approved, Completed, and Closed, each with specific actions to update, qualify, defer, approve, or delete the demand.
- Demand Assessment and Screening: Stakeholders participate in assessments via surveys during the Screening phase. Demands are analyzed using the demand workbench to decide approval or deferral.
- Artifact Creation: From approved demands, demand managers can generate projects, changes, enhancements, defects (with SDLC-SCRUM plugin), or Enterprise Agile Planning (EAP) entities like epics, features, and capabilities (with Strategic Planning plugin).
- Visualization Tools: The application includes demand visualization options, such as bubble charts, allowing managers to move and resize bubbles for better demand prioritization.
- AI and Predictive Intelligence Integration: Features like identifying similar demands and summarizing demand records improve efficiency. The Similar Demands solution can be trained using a guided template to enhance demand matching.
- RIDAC Records: Demand managers can create and track Risk, Issue, Decision, Action, and Change Request (RIDAC) records associated with demands for comprehensive lifecycle management.
- Demand Management Workflow: The process flow indicator on the Demand form visually guides users through the demand states, marking completed steps and current positions.
Practical Benefits for ServiceNow Customers
- Centralized management of strategic and operational demands with clear governance and assessment processes.
- Improved stakeholder collaboration through automated assessments and surveys during demand screening.
- Streamlined transition from demand approval to creating various work artifacts aligned with organizational processes.
- Enhanced decision-making using AI-powered demand similarity checks and summarization capabilities.
- Ability to track risks, issues, and decisions throughout the demand lifecycle, reducing manual effort and improving traceability.
- Flexibility to use either the classic UI or the modern Next Experience workspace, with a recommendation to adopt the Next Experience for enriched functionality.
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:
|
| 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.