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, and approve demands. Approved demands can be converted into various artifacts such as projects, changes, enhancements, defects, or Enterprise Agile Planning (EAP) entities like epics, features, and capabilities. The type of artifact created depends on the demand's category and type selections. Specific plugins, like SDLC-SCRUM and Strategic Planning, must be activated to create enhancements, defects, and EAP entities.
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Demand Management Life Cycle
The life cycle begins with submitting an idea which, upon approval by the demand manager, becomes a demand. The demand manager can then view demands via the demand workbench or list views, enhance them by initiating stakeholder assessments, screen and assess demands through surveys, and set their state. Based on assessment outcomes, demands can be qualified, deferred, marked incomplete, approved, or deleted. Finally, approved demands can be converted into appropriate artifacts.
Demand States and Actions
- Draft: Initial acceptance of an idea; options to update, submit, or delete.
- Submitted: Demand is submitted; can be updated or moved to screening.
- Screening: Stakeholder assessments occur; can be qualified, deferred, reset to draft, or deleted.
- Qualified: Demand ready for review; can be approved, deferred, updated, or deleted.
- Deferred: Demand on hold; can be approved, updated, or deleted.
- Approved: Demand is approved; options to close, reset to draft, update, or delete.
- Completed: Final state; can be updated, reset to draft, or deleted.
The Demand form includes a process flow indicator showing the current state, passed states, and skipped states for easy tracking.
Demand Assessment and Management Features
- Visualization Tools: Two demand visualization tools help decision makers assess demands effectively.
- Detail Collection: Demand managers collaborate with business relationship managers to gather stakeholder requirements, risks, and other critical information.
- RIDAC Records: Manage Risk, Issue, Decision, Action, and Request Changes records linked to demands to track and convert as needed.
- Demand Modification: Demands can be reset to Draft or deleted (only in Pending states).
- Bubble Chart Interaction: Demand managers can move and resize demand bubbles for better visualization.
Intelligent Demand Similarity Detection
- Similarity Solution Training: Use the Predictive Intelligence for PPM feature to train the system to find similar demands when creating new ones.
- Guided Template: A PPM PIWB template assists in training the Similar Demands solution for improved matching.
- Now Assist for SPM: Detects similar demand records based on contextual similarities in demand name, description, and business case content to avoid duplication and improve decision making.
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
- 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:
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| Approved | The demand is approved After reviewing or editing the record, select one of these buttons:
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| 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.