Demand workflow

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • The demand workflow defines the life-cycle of a request, from initial intake through assessment and approval to downstream execution. This structured approach ensures that each request is evaluated consistently, aligned with business objectives, and supported by the right processes before any resources are committed.

    Workflow overview

    The end-to-end life-cycle for managing demands is described in the following table. This workflow confirms that the demands are progressively refined, validated, and aligned with business and strategic objectives.

    Nota:
    The demand workflow overview table describes the traditional demand management process. You can customize the states and activities according to the requirements of your organization by defining your custom playbook.
    Tabela 1. Demand workflow overview
    Task Description Demand states involved Roles involved
    Create a demand Demands enter the system via Service Catalog, Idea Portal, or directly by demand managers:
    • Business users can submit an idea via the Service Catalog or Idea Portal. These ideas are evaluated by demand managers and promoted to a demand, if necessary.
    • Business users can bypass the ideation process and submit a demand directly from the Service Catalog.
    • Demand managers can directly submit demands from the Next Experience for Demand Management.
    		 Draft Business user, demand manager
    Complete demand details The demand manager reviews and adds required details. They can create and assign demand tasks to gather more information, if necessary.

    The demand is moved from the draft to the submitted state once the basic demand details are added.

    		 Draft → Submitted Demand manager
    Refine and finalize demand The demand manager completes all required information (size, impact, business case, timeline, resources, costs/benefits, stakeholder registry, strategy alignment). They can assign tasks or request SME (subject matter expert) support, whenever required. Submitted Demand manager
    Move demand to screening The demand manager moves the demand to screening.

    The assessments are sent to the stakeholders to score the demand once it is in the screening state.

    		 Submitted → Screening Demand manager
    Complete assessments Stakeholders complete and submit assessments for scoring. Screening Stakeholder
    Move demand to qualified The demand moves to the qualified state once the required assessments are submitted.
    • Next Experience for Demand Management updates the state automatically.
    • Demand manager manually sets the demand to qualified while it is in screening. For example, when assessments are delayed or not required.
    		 Screening → Qualified Demand manager, Next Experience for Demand Management
    Review demand Stakeholders review the demand for approval or deferral. Qualified Stakeholder
    Approve/Defer a demand The demand manager sets demand as approved (moves forward for execution) or deferred (moves to Deferred state). Qualified → Approved/Deferred Demand manager
    Convert demand to strategic/operational entity Once the Demand is approved, the demand manager creates the selected entity such as project, enhancement, or Enterprise Agile Planning (EAP) entities.

    The created entity is based on the values in the Category and Type fields of the Demand record.

    Depending on the type of record created, the demand data is migrated to the created entity.

    		 Approved Demand manager
    Complete demands Based on the selection in the Close Demand field, a demand is completed automatically when converted entity is completed, or manually by the demand manager at any state. Approved → Completed Demand manager, Next Experience for Demand Management