O'Reilly logo

IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

9 DEMAND MANAGEMENT (SS 4.4)

INTRODUCTION AND SCOPE

Effective demand management avoids unnecessary spend on capacity and reductions in service levels caused by fluctuations in workload or demand.

As a service provider, IT is responsible for providing just enough capacity for services to meet their agreed service levels. Too much capacity is a wasted cost and too little puts service levels at risk. This is described in detail in the capacity management process (see Chapter 15).

The process of demand management is necessary for two main reasons:

  • The arrival rate of work, such as transactions sent to a server, print jobs sent to a printer or calls to a service desk, is not steady. In other words, there are peaks and troughs over the hour and ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required