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Serge Thorn

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ITIL V3 Demand Management and...Demand Management

In one of my previous post I was referring to the definition of Demand Management and how this related to Requirements management and Project Portfolio Management.

With ITIL V3, Demand Management is part of Service Strategy and does not mean the same!!! This will for sure create some confusion for some people.

ITIL Demand Management’s objectives are to optimize the use of capacity by moving workload to less utilized times, servers, or places…. (Nothing to do with users having business requirements!).

This new process refers to:

  • Activity-based Demand Management. Analyzing and tracking the activity patterns of the business process makes it possible to predict demand for service assets that support those services.
  • At a strategic level, Demand Management can involve analysis of Pattern of Business Activity (PBA) and user profiles. Each profile can be associated to one or more PBA.
  • At a tactical level it can involve use of differential charging to encourage Customers to use IT Services at less busy times.
  • Service packages. They represent the value that the customer wants and for which they are willing to pay.

The key elements of the ITIL V3 Demand Management refers to:

o Core/supporting services

o Developing differentiated offerings

o Service Level Packages

o Advantage of core service packages

o Segmentation

Even these concepts may appear no to be crystal clear…

Read the original blog entry...

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Serge Thorn is currently developing and delivering new Enterprise Architecture consultancy and training services, implementing Governance and managing IT Operations.

Before he was in charge of International Governance and Control, implementing different best practices around IT Finance/Procurement, Audit/Risk management, Vendors Management (with Service Level Management) in a Bank.

Previously Serge worked in a Pharma in charge of the Enterprise Architecture worldwide program and Governance, the IT Research & Innovation, following the reorganization of the IT Department, implementing Service Management based on ITIL Best Practices and deploying new processes: Change, Configuration, Release, and Capacity/Availability Management, responsible for the Disaster Recovery Plan and for the System Management team.

Prior to this, he was responsible for the Architecture team in an international bank, and has wide experience in the deployment and management of information systems in Private Banking and Wealth Management environments, and also in the IT architectures domains, Internet, dealing rooms, inter-banking networks, Middle and Back-office. He also has been into ERP and CRM domains.

Serge's main competencies cover the perfect understanding of banking activities, and industry, the design of new systems, IT strategies, IT Governance and Control, Innovation, new technologies, Enterprise Architecture (including BPM and TOGAF 9), Service Management (ITIL V 3), Quality System ISO 9001:2000, team management, project and portfolio management (PMI), IT Finance, organization and planning.