PPM 3 - Demand Management - PPM - ServiceNow

Summary

In this tutorial, Rohit walks viewers through the process of demand management in ServiceNow, from creating ideas to transforming them into demands, and eventually managing them through stages like screening and project creation. Key topics include understanding demand categories (strategic vs. operational), setting up business cases and financials, conducting assessments, and managing risks. Rohit also explains how to handle stakeholder involvement, generate cost plans, and close demands with project creation. The video serves as an essential guide for managing demands effectively within ServiceNow.

Takeaways

• 😀 The process of creating a demand from an idea involves several steps, including selecting the appropriate portfolio, program, and investment class.
• 😀 There are two main types of demands: strategic and operational, with strategic demands leading to projects, and operational ones leading to change requests or defects.
• 😀 The demand can be created by any user, even one with no specific role, though their access is limited to certain fields and functionalities.
• 😀 The Demand Manager role has full control over the demand and is responsible for rectifying and managing it through its lifecycle.
• 😀 After the demand is created, stakeholders are automatically added based on the selected portfolio. Stakeholder details can be modified manually if needed.
• 😀 Business cases and financial data can be added to the demand, with specific fields for capital and operating expenses, helping in financial planning and cost analysis.
• 😀 The demand’s financial plan includes capital expenses (e.g., purchasing devices) and operating expenses (e.g., developer labor costs).
• 😀 Risks can be identified in the demand, and these risks can later be converted into action items, such as a change request, to address the identified issues.
• 😀 The assessment process involves users evaluating the demand based on predefined criteria, with assessments impacting the decision to move the demand forward.
• 😀 Once the demand is approved, it can be transitioned to the 'screening' state, where it undergoes further review and approval based on the assessment results.
• 😀 When the demand is ready to be finalized, it can either create a project or close itself upon project closure, cascading all relevant details to the new project.

Q & A

What is the process of creating a demand from an idea?

The process begins with creating an idea in the system. Once the idea is created, a demand is generated from it. This demand will inherit properties like the idea name, short description, and detailed description.

What is the difference between strategic and operational demands?

Strategic demands typically lead to project creation (e.g., story enhancement), while operational demands are linked to changes or defect creation (e.g., change requests). Strategic demands result in projects, while operational demands create change requests or defects.

Who can create a demand in the system?

Any user, including those without specific roles, can create a demand, typically through the self-service module. However, their access to modify the demand is limited and is restricted to basic fields such as name, business case, and risk planning.

What role has full access to manage and rectify a demand?

The 'Demand Manager' role has full control over the demand. This user can manage and rectify the demand, ensuring it progresses through different stages, such as screening and approval.

What is the significance of selecting the start date for a demand?

The start date is important as it helps determine the timeline for the demand. The demand manager will set a start date, which can range from a few days to several months, and use it to plan the demand’s financial and resource allocation.

How are stakeholders linked to a demand?

Stakeholders are automatically linked to a demand based on the portfolio selected during the creation process. These stakeholders are assigned based on the portfolio’s configuration and their level of interest.

What is the purpose of the business case section in a demand?

The business case section allows users to fill in important details such as strategy goals, performance risks, and other related information. It helps to align the demand with business objectives and track its potential impact.

How is financial information managed in a demand?

Financials are managed through the capital and operating expenses, which are tracked for each demand. Capital expenses include one-time costs like purchasing equipment, while operational expenses account for ongoing costs like labor or services.

What happens after the screening stage of a demand?

Once a demand reaches the screening stage, assessments are created for stakeholders based on their interest level. These assessments are then completed, influencing whether the demand moves forward or not.

What is the process for converting a risk into an action item?

A risk can be converted into an action item (RIDAC) by selecting the appropriate conversion type, such as 'Action,' and assigning it to a user. The user is responsible for addressing the risk, and the action will be tracked until completion.