demand management

demand management

Definition: (ITIL Service Design) (ITIL Service Strategy)
The process responsible for understanding,
anticipating and influencing customer
demand for services. Demand management
works with capacity management to ensure
that the service provider has sufficient
capacity to meet the required demand. At a
strategic level, demand management can
involve analysis of patterns of business
activity and user profiles, while at a tactical
level, it can involve the use of differential
charging to encourage customers to use IT
services at less busy times, or require shortterm
activities to respond to unexpected
demand or the failure of a configuration item.