Demand Manager (Revisited)

 

In one of my previous post on Demand Manager , I mentioned that there is no specific Demand Manager role mentioned in the ITIL Service Strategy book. The main activities of demand management are performed by the role of Business Relationship Manager (BRM).

Well, that has changed with the latest revision of ITIL. Demand Manager is now a role specifically described in the ITIL 2011 version of Service Strategy book. In fact, 2 roles for this process. The Demand Management Process Owner role and Demand Management Process Manager (or Demand Manager) roles.

The Demand Management Process Owner role is similar to generic process owner role for each ITIL processes, pluses the responsibility to work with other process owners to ensure there is an integrated approach to the design and implementation of demand management.

The Demand Manager role includes the following responsibilities:

•Identifies and analyses patterns of business activity to understand the levels of demand that will be placed on a service **

•Defines and analyses user profiles to understand the typical profiles of demand for services from different types of user **

•Helps design services to meet the patterns of business activity and the ability to meet business outcomes (work with other process managers and owners especially those related to Service Design)

•Ensures (works with Capacity Manager) that adequate resources are available at the appropriate levels of capacity to meet the demand for services, thus maintaining a balance between the cost of service and the value that it achieves. 

•Anticipates and prevents or manages situations where demand for a service exceeds the capacity to deliver it. See this post.

•Gears the utilization of resources that deliver services to meet the fluctuating levels of demand for those services.

** works with BRM who is responsible to validate Patterns of Business Activities (PBA) and User Profile (UP) with the Customers.