CHAPTER 12: 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?
The exact definition of demand management is:
Activities that understand and influence customer demand for services and the provision of capacity to meet these demands.
Demand management is a sub-process of service strategy. Demand management is still interconnected with capacity management, but can be viewed ...
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