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Demand Management

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Note: This article applies to Fuji. For more current information, see Demand Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Please refer to http://docs.servicenow.com for the latest product documentation.

Overview

The Demand Management application consists of tools for capturing, centralizing, and analyzing strategic and operational demands. It also provides a single location for managing all of the demand information.

The ideation module provides an easy way for users to submit ideas and for demand managers to assess those ideas before promoting them to demands. Ideation also helps end users track the progress of an idea as it moves through the demand life cycle, from an idea to a demand to a project, enhancement, change, or defect. This module is integrated with Demand Management and is available starting with the Fuji release.

The demand workbench provides a central location for viewing and analyzing business demands, starting with the Fuji release. Demand users can access an interactive bubble chart as well as demand record information within the workbench to collaborate on demand assessment. Demand managers can approve demands and create projects and enhancements.

Video Tutorial

This video provides a brief tour of the Demand Management application in the Eureka release.

ServiceNow Demand Management Demo
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Key Terms

  • Portfolio: a collection of demands managed as a group to achieve strategic and operational objectives.
  • Assessable record: a record that links the record you want to evaluate, such as the company record for Amazon or the user record for a sales representative, to a metric type, such as demand.
  • Artifact: an entity that is created from an approved demand. An entity can be a project, enhancement, change, or defect.
  • Metric: a trait or value used to evaluate assessable records. A metric can measure subjective values in an assessment questionnaire or gather objective values in a database query run by a script. Examples of metrics include perceived value of demands and return on investment for a demand.
  • Metric type: a characteristic that defines a set of records you want to evaluate. Demand management comes with the metric type demand, which uses records from the Demand [dmn_demand] table.
  • Metric category: a theme for evaluating assessable records. Categories contain one or more individual metrics, which define specific traits or values that comprise the theme. Examples of categories include return on investment and cost. You need to set filter conditions to control which assessable records to evaluate for the metrics in a category.
  • Stakeholder: a person who may be affected by the demand or who has interest in the demand.
  • Scorecard: a visual breakdown of an assessable record's performance based on assessment results. Use scorecards to view a variety of data summaries for one assessable record and to compare the ratings with those of other assessable records.
  • Requirement: these are requirements associated with the demand request.

Basics of Demand Management

  • Setting up the application: Plan, create stakeholders and assessment categories, and create bubble charts (Eureka release).
  • Assess ideas: Review and analyze submitted ideas before promoting ideas to demands.
  • Create and manage demands: Create demands; enhance demands by adding stakeholders and assessments; evaluate and qualify demands.
  • Assess demands: Use the demand workbench (Fuji release) or the Demand Management application (Eureka release) to compare and assess demands, and promote demands to projects, enhancements, changes, or defects.

Roles

Role Title [Name] Description
Demand Manager [demand_manager] Manage the demand inflow. Evaluate, accept, or defer ideas. Create, screen, and enhance demands, facilitate prioritization and approve demands.
Demand User [demand_user] Create and view demands.

Menus and Modules

The following modules are included with the Demand Management application.

Fuji Menu

Demand Management menu (Fuji)

  • Getting Started: View demand management documentation.
  • Roadmap: Displays the Demand Roadmap.
  • Demand: Contains modules for creating, managing, and approving individual demands.
    • Workbench: Opens the demand workbench.
    • Create New: Use this module to create a new demand.
    • Screening: Displays a list of demands in the screening state.
    • Qualified: Displays a list of qualified demands.
    • All: Displays a list of all demands.
  • Settings
    • Portfolios: Displays the portfolios list.
    • Stakeholders: Displays the stakeholders list. Use this list to create and modify stakeholder records.
    • Assessment Categories: Contains modules for creating and editing assessment category records.
    • Workbench Config: View or modify the demand workbench configuration.

Eureka Menu

Demand Management menu (Eureka)

  • Getting Started: View demand management documentation.
  • Portfolios: Contains modules for viewing portfolio records. Project managers can create and edit portfolio records.
  • Demands: Contains modules for creating, managing, and approving individual demands.
  • Stakeholders: Contains modules for creating and editing stakeholder records.
  • Assessment Categories: Contains modules for creating and editing assessment category records.
  • Bubble Charts: Contains modules for creating new or viewing existing bubble charts.
  • Visualization: Contains the Demand Backlog module, a visual representation of all demands.

Integration with Project Portfolio Suite

Demand Management can be used as a separate application or it can be activated as part of the Project Portfolio Suite (PPS), starting with the Fuji release. This application provides a simplified, team-oriented approach to IT development by combining several individual applications and integrating the different components of the project development life cycle.

When activated as part of the Project Portfolio Suite, the demand manager role is added to the project manager role, enabling project managers to also approve ideas. For more information, see User Roles.

Activating Demand Management

Administrators can activate the Demand Management plugin.

The Project Management plugin v3 is required to use Demand Management. If you are using Project Management plugin v1 or Project Management plugin v2 and you activate the Demand Management plugin, the Project Management plugin is automatically upgraded to v3. Additionally, the Timeline Visualization plugin is required to use the demand visualization tools: Roadmap (Fuji release) and Demand Backlog (Eureka release). Activating Demand Management activates Timeline Visualization, which in turn activates Project Management.

The Demand Management application can also be activated as part of the Project Portfolio Suite.

Enhancements

Fuji

  • The demand workbench provides a central location for viewing and assessing business demands and presents demand information in two formats: a bubble chart and a list view.
  • The ideation module provides a simple tool for users to submit ideas and for demand managers to evaluate ideas and promote accepted ideas to demands.
  • The demand management application is Integrated with Project Portfolio Suite (PPS).
  • A stage indicator on the Demands list displays a pop-up window that shows the progression of the demand, along with the current state for each stage in the progression.
  • The process flow indicator on the Demand form checks off the states that a demand has passed through and leaves blank any states that have been skipped.
  • The CIO Roadmap timeline visualization tool was added to the Demand Management application and appears in the menu as Roadmap.
  • The Bubble charts module was removed from the Demand Management application and is now available from Assessments.
  • Upon approving a demand, the demand's assessed values are copied from the Assessment module into the demand table into the Risk, Value, and Size columns. This allows the demand manager to update these values.
  • A demand can be promoted to a project, change, enhancement, or defect based on the demand category and type.