ServiceNow Demand Management Inform Executive Investment

The IT Challenge Decisions

IT executives need to manage and forecast the demand for products and Make, monitor, and validate
services, ensuring that they are making informed investment decisions driven by future investment choices
key corporate initiatives. But strategic requests for new services, or based on strategic requests
enhancements to existing services come from a multitude of sources, and are from the business.
delivered via many channels. This makes it difficult to track, manage and
forecast the demand for products and services all in one place. Consequently, Provide Stakeholder Visibility
many requests fall into a black hole and do not get properly addressed. This
Ensure stakeholders can track
results is a communication gap between the business and IT, and limits IT’s ability
and effectively manage and
to make informed strategic project decisions. Demand intake is often
forecast the demand for
disconnected from delivery applications, resulting in a lack of traceability
products and services.
between the initial request, project execution, transition to production, and
ongoing operations. To make matters worse, it is almost impossible to get a
complete view across all portfolios – making it extremely difficult to make, Integrate into Delivery
monitor, and validate future investment decisions. Applications

Centralize points of entry, build

The ServiceNow Solution a single system of record, offer
ServiceNow ® Demand Management is an application that centralizes strategic automation capabilities and
requests from the business to IT and automates the steps in the investment integrate with delivery
decision process. This works for new products and services or enhancement and applications such as
defect repairs to existing products and services. Demand Management enables ServiceNow Change
ideation – generating, developing, and communicating new ideas – to support Management, Agile
corporate initiatives to help improve, drive, and grow the business. It provides the Development, and Project
ability to assess, track, manage, and accurately forecast demand for products Portfolio Management.
and services. Business requests are initiated from within a service catalog and
routed with demand workflow where IT can view resource availability during the
delivery period, tie requirements to deliverables, and weigh the risks and impact
of each decision or route. Within the workflow, stakeholder information is
gathered that can later be leveraged to score or assess each demand using pre-
configured or custom fields. The demand scorecards are displayed in
configurable bubble charts and demand backlog can easily be viewed with
timeline visualizations. Unlike other solutions, ServiceNow provides a single system
of record allowing data and processes to be shared all ServiceNow applications.
This creates a distinct audit trail and gives IT visibility across al applications for a
comprehensive, centralized view of demands and status.

Configurable bubble charts are dynamically updated as demands are created and
assessed.
Automated Stakeholder Register are created and assessed. Records individual needs. The approval
are plotted on the chart so viewers process can be activated based on
When a new demand request is
can quickly compare scorecards for specific requirements from the
submitted, all stakeholders impacted
by the demand are automatically each request. In addition, the bubble business or department so that an
charts are configurable and provide approval process is immediately
populated into the demand
stakeholder list, ensuring that the right advanced filtering capabilities to launched should a request fall into a
people validate the associated analyze the data set, giving decision specific category. Alerts and
business cases. Additional makers a comprehensive overview of notifications can be set up
demand that can be used to throughout the process so IT and key
stakeholders can be added or
removed manually. New stakeholders compare the relative standing of stakeholders are informed at each
individual requests. stage. Additionally, ServiceNow
are automatically associated with the
current request and any other Performance Analytics can ensure
requests going forward that use the Connection to the Service Catalog objectives are being consistently met
same assessment criteria. This by providing actionable insight with
Most demand management
assessment criteria is based on time-based perspectives of relevant
applications exist in either a PPM or an
specific business requirements – using data, key indicators, scorecards,
Application Lifecycle Management
pre-configured or custom fields – that analytics, and drill-downs through a
(ALM) suite requiring select individuals
stakeholders then use to evaluate, variety of reports and visualization
to sign into separate tools to submit
score, and rank requests to ensure tools.
requests for new or enhanced
that the business case is complete. services – or submit those requests via
email, paper forms, or other means.
Timeline Visualizations Not only does this lower adoption
considerably, it also creates
Timeline visualizations provide a high-
traceability and compliance issues.
level view of an organization’s
strategic and operational activities The ServiceNow Service Catalog, on
over time. The demand backlog is an the other hand, provides the front
interactive visualization that shows all door to IT, enabling the business to
submit ideas via a centralized
current demand. The backlog
location. This also allows IT and
provides different views and the ability
requesters to track the status and Executive-level timeline visualizations
to filter requests by portfolio, or view
progress of all demand requests depict current demand backlog
them as a list. This visualization gives
across the enterprise.
stakeholders and decision makers
multiple ways to view the demand
within each portfolio to base decisions Customize How Demand Process is
on the strategic requirements for the Managed
business as a whole. The ServiceNow Demand
Management application provides
Configurable Bubble Charts the ability to build custom metrics and
customize the process flows for
Bubble charts are useful for
comparing demand requests based demand based on individual
department needs. The approval
on common metrics such as risk rating,
process can be activated based on List of demands, ideas, and requests from
return on investment, and cost. They
are dynamically updated as requests across the business

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