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Practical IT Service Management, 2nd Edition by Thejandra BS

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CHAPTER 13: DEMAND MANAGEMENT

‘Teach a parrot the terms “supply and demand” and you've got an economist.’

Thomas Carlyle

What is demand?

A general dictionary defines demand in several ways. The one that applies to IT is any urgent or pressing requirement for one or more specific IT services. The requirement can be for a new service, or an upgrade to an existing service that is currently performing inadequately.

What is demand management?

Demand management is a sub-process of service strategy. Demand management is still closely interconnected with capacity management, but can be viewed as one step higher and being more strategic in nature, as it can influence sharing and redistributing an organisation’s resources optimally.

Whether it is an increase ...

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