Service management is faced with the task of finding a continual balance between consumption and delivery of services. Demand management calculates this demand for service capacity in good time and therefore controls the necessary capacity with the expected flexibility.

Demand management is a critical process within the service strategy lifecycle phase. The absence of demand management can become a risk for the service provider as he cannot adjust to the service demand in time.

Click to magnify

Excess and unused capacity generate high costs which customers are fundamentally not willing to meet. In the event of a shortfall in capacity it is possible that the planned growth cannot be guaranteed. On the other hand it may be necessary to hold some calculated capacities in reserve to enable the service to be offered with a high degree of reliability.