The Demand Management Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to implement Demand Management in your organization with 30 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Demand Management by offering easy to use templates, blueprints, and documents that can be adapted to your organization's requirements.


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Put together by The Art of Service's industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Demand Management and how to apply them successfully within an organization.

This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Demand Management approach that meets today's standards. It is tailor-fit for professionals who don't have the time or resources at hand to develop the required templates and structure for implementation.

The Complete Demand Management Toolkit Includes the following 30 resources:

1.File: 08 Capacity Plan.doc - Summary: User profiles can be created to identify the demands of different roles in the process and how many people in each role is expected: a management role will probably have more rights in a process then a technician, but more technicians will likely be using the process at any given time. Wordcount: 2891

2.File: 03 Perspectives on Requirements.docx - Summary: The customerΫ’—_s perception of the service is consistent with the designed, and actual, performance of the service, but they have greater expectations on the service: in this circumstance, new expectations need to be set for the customer. Wordcount: 3627

3.File: CAP2800 Reports KPI's other metrics.doc - Summary: This may be the case, but it is not the IT departments concern, their concern is to reduce the cost of capacity which includes the costs involved in supplying internet connectivity. Wordcount: 926

4.File: Service Design Fact Sheet.doc - Summary: The Objective for ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales.Wordcount: 4113

5.File: Service Operation Functions Fact Sheet.txt - Summary: As the custodian of technical knowledge and expertise related to managing the IT Infrastructure, the Technical Management function provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Wordcount: 2476

6.File: Service Operation Processes Fact Sheet.txt - Summary: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not be a permanent resolution), a Known Error Record must be raised and placed in the KEDB Ϋ’—_so if further incidents or problems arise, they can be identified and the service restored more quickly.Wordcount: 4768

7.File: Service Strategy Fact Sheet.doc - Summary: An example may be a service whose fulfillment elements include a mainframe system and Frame Relay network that still supports business critical processes where the strategic direction of the organization is to retire the mainframe platform and source an MPLS (multi protocol label switching) WAN.Wordcount: 2059

8.File: capacity v4.doc - Summary: This is performed by staff with knowledge of all the areas of technology used in the delivery of end-to-end service, and often involves seeking advice from the specialists involved in Resource Capacity Management. Wordcount: 678

9.File: capacity v5.0.pdf - Summary: It is responsible for ensuring that the performance of all services, as detailed in the targets in the SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Wordcount: 1380

10.File: Factsheet Capacity Management v5.txt - Summary: Business Capacity Management: This sub-process is responsible for ensuring that the future business requirements for IT HYPERLINK "javascript:void(0);" Services are considered, planned and implemented in a timely fashion. Wordcount: 709

11.File: Service Design - The Big Picture.txt - Summary: In order to develop effective and efficient service solutions that meet the requirements of the business and the needs of IT, it is essential that all the inputs and needs of all other areas and processes are reconsidered within each of the Service Design activities, as illustrated in Figure 2. Wordcount: 277

12.File: Capacity Management Presentation.ppt - Summary: Combining Component Capacity Management data into a set of integrated information that can be analyzed in consistent manner to provide details of the usage of all components of the services.Wordcount: 1005

13.File: Capacity Management- Roles & Responsibilities.doc - Summary: Ensuring that there is adequate IT capacity to meet required levels of service, and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimizedWordcount: 436

14.File: Business and IT Service Mapping.doc - Summary: List the important activities and/or events that occur as part of the alternative path for this process, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. Wordcount: 2400

15.File: Business Justification Document.doc - Summary: The ability to cope with more changes at the business level will be directly impacted by how well IT Departments can reduce the amount of time in loss of service due to bad Demand Management planning.Wordcount: 948

16.File: Communication Plan.doc - Summary: The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization.Wordcount: 164

17.File: Demand Modeling.txt - Summary: Capacity planning also provides important information related to service demand by providing usage data and trend reporting largely from a technical component perspective (think bandwidth, resources, processing capacity etc. that carry a financial impact), and by tracking significant expected variances in demand related to strategic events such as product launches, entry into new markets and acquisitions or divestitures. Wordcount: 373

18.File: Implementation Plan - Project Plan.doc - Summary: Ultimately we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation).Wordcount: 1893

19.File: Objectives and Goals.doc - Summary: Once developed a Demand Management process can be used to plan for the right dfor the business before preventing loss of service that can cause significant harm to the business.Wordcount: 381

20.File: Policies Objectives Scope.txt - Summary: An scope statement any bigger than this text box, may be too lengthy to read, lose the intended audience with detail, not be clearly focussed on answering the WHAT question for this process.Wordcount: 708

21.File: Toolkit Introduction Presentation - Demand Management.ppt - Summary: Aid your understanding of the important issues to be addressed when making Demand Management decisions, as well as the factors to be considered in successfully implementing Demand Management process. Wordcount: 150

22.File: Service Strategy Introduction Presentation.ppt - Summary: Design, develop and implement service management as a strategic asset and assisting growth of the organizationWordcount: 415

23.File: v0.1 itsm exam paper.doc - Summary: Generally for all processes look at objectives, scope, relationships and interfaces between the topics; terms of reference for feasibility studies; planning, management and implementation procedures; dependencies, staffing aspects an timing; post-implementation and audit procedures; benefits, costs and common problem areas; software tools; reporting for management control; mission statements; management metrics and key performance indicators; service sourcing issues. Wordcount: 615

24.File: A Guide to IT Service Strategy.docx.doc - Summary: And can IT in its current state, continue to support the business and these new initiatives or are there considerations to be made with regards to new/updated technology, resource requirements, conformance to governance and regulatory requirements etc. Wordcount: 4394

25.File: Demand Management Process Manager.doc - Summary: Technical ability in being able to read data from the Demand Management process that will help with the identification of trends and improvements relating to demand and capacity. Wordcount: 400

26.File: Demand Management_ Business Justification Document.doc - Summary: The ability to cope with more changes at the business level will be directly impacted by how well IT Departments can reduce the amount of time in loss of service due to bad Demand Management and capacity planning.Wordcount: 805

27.File: Demand Management_Communication Plan.txt - Summary: Official Goal Statement: Provide the data, knowledge and information required by the IT organization to enable informed decision making with regards to influencing customer demand for services and the provision of adequate service capacity. Wordcount: 1051

28.File: Demand Management_Objectives and Goals.doc - Summary: To ensure the right level of Demand for the Business, IT Services and the supporting infrastructure through a constant cycle of optimisation, predication, and influence. Wordcount: 337

29.File: Service_Design_Capability_Assessment_Questionnaire.docx - Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. Wordcount: 8816

30.File: Service_Strategy_Capability_Assessment_Questionnaire.doc - Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. Wordcount: 4213

This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Demand Management.

The kit is designed for those who need or are looking for awareness or skills, but simply don't have time to develop the necessary templates and structure for the implementation.

The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.

The Demand Management toolkit:

1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Demand Management

2. Is scalable to any size and type of project or organization

3. Provides blueprints, templates and documents - ready to download and apply

4. Saves you time and budget