Demand Management

Use an action form to add an action to a demand.

The actual cost and effort are realized cost incurred and time spent for the work performed on a demand and demand task during a specific time period. Calculations are based on approved time cards and the hourly rate for each resource. The hourly rate determines how actual cost and effort vary.

Add actions that are required for resolving an issue or risk for a demand. You can also convert a risk, issue, or decision to an action based on your analysis and plan for resolution of a risk or issue.

As a demand manager, develop a plan to manage risks and issues proactively with solutions. Add the solution for a risk or issue to a demand in the form of a decision. You can also convert a risk or an issue to a decision or a decision to an action or a request change.

Add an issue to a demand to escalate a risk or to track an unexpected problem. For example, a technical malfunction or resource unavailability that occurs during any phase of the demand life cycle. If the issue remains unresolved, unnecessary conflicts, delays, or even a failure can occur.

As a demand manager, you might create a request change as the outcome of the action taken to resolve an issue or mitigate a risk. The request change might result in changing the demand's scope, resource requirement, cost, or schedule to minimize the impact of a risk or issue.

Add a risk to a demand to identify, analyze, prioritize, plan, and track a risk during any phase of the demand life cycle. Assess potential problems and the severity of their impact to take informed decisions about the demand.

Set the capital expense (Capex) and operating expense (Opex) budgets in demand or functional currency according to the fiscal years. The sum of the Capex and Opex budgets is calculated as the total budget in demand currency.

Set the budget of a demand according to the fiscal years.

Add and manage AI system associations directly from the AI Associations tab in Demand Management.

Associate monetary and non-monetary benefit plans, so that you can capture the potential benefits (financial and non-financial) accrued by the demand.

After you configure a widget, associate it with the Demand table to show the financial data of a demand.

Changes to the entered currency, benefit, offset type, or fiscal period of a benefit plan update all related amount fields and breakdowns. The related demand fields are recalculated and reflected in demand currency.

The Demand Management application comes with two demand visualization tools that can aid decision makers with demand assessment.

The Demand Management application consists of tools for capturing, centralizing, and assessing strategic and operational demands. It also provides a single location for managing all the demand information.

The demand workbench provides a central location for viewing and assessing business demands.

The interactive bubble chart on the demand workbench is a dynamically updated graph that plots metrics for multiple demand records.

The lower pane of the demand workbench displays a list of the demands shown in the bubble chart.

The demand manager typically works with a business relationship manager to identify stakeholders and elicit requirements, risks, and other important information.

Perform these tasks to set up Demand Management.

Copy the base demand summarization skill and customize it with your own fields, related entities, and prompt to summarize demands.

You can compare baselines to review the variances in the financial data of a demand and see what changed.

A composite field combines information from two fields in a table to form a single field.

Enable the Investment Budget option to allocate budgeting for demands at fiscal period.

Configure the fields that appear in the demand details ticket page in Employee Slate.

Configure the generative AI skills for demands by defining their triggers, display locations, and access settings to make it available to users.

Configure a widget to view and track the financial metrics of a demand on the Demand Financials page.

Configure your Demand Management application to assess and promote demands to projects, enhancements, changes, defects, or Enterprise Agile Planning (EAP) entities.

Convert one RIDAC record to another to retain record information and track issues without creating a record manually.

Updating the unit cost, quantity, or fiscal period of a cost plan updates all the related amount fields in the cost plan and its breakdowns. Also, the amounts in the related fields of the demand, to which the cost plan is rolling up, are recalculated and reflected in the demand currency.

A demand expense line is the cost associated with a specific source, such as a user or a fixed asset. Expense lines are part of demand cost plans.

Create a non-monetary benefit plan to specify the estimated benefit in a category for a fiscal period. Demand benefit plans capture the potential non-financial benefits accrued by the demand when the demand is executed.

Create an Enterprise Agile Planning (EAP) entity, such as an epic, feature, or capability, from a demand so that you can start to work on these entities in Enterprise Agile Planning.

Create a financial baseline of a demand to capture a snapshot of cost plan, benefit plan, and demand-level financial metrics at a specific point in time.

Demand benefit plans capture the potential benefits accrued by the demand when the demand is executed. Create a monetary benefit plan to specify the estimated benefit in a category for a fiscal period.

Create tasks for a demand to delegate cost, effort, risk, and benefit assessment activities. Assign a resource or group to the demand task to track the actual time and effort spent on performing the specified activities.

As a resource requester, find the availability of the resources, and create and manage the resource assignments for a demand.

Data fields are migrated from a demand to a project when the project is created from the demand.

Data fields that are migrated from a demand to an artifact when the artifact is created from the demand.

Data fields are migrated from a demand to an EAP entity when the entity is created from the demand.

Use a decision form to add a decision to a demand.

Use the Demand Budget form to allocate a budget to your demand.

The demand form information is used to create a demand.

Field information for forms used in the Demand Management application.

Reference information to provide additional details about Demand Management such as the fields, user roles, tables, guidelines, and domain separation information.

Use the cost plan form to capture the costs of demands.

Summarize demand records using the demand summarization skill. The skill reviews the demand fields and related lists and helps create a clear summary of the demand.

Use the demand task form to create tasks for a demand.

A demand task is a unit of work created within a demand. Use demand tasks to break down planning activities before converting the demand into a project, change, enhancement, or defect.

Domain separation is supported in Demand Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Update the details of a draft demand in Employee Slate before submitting it for a demand manager's review.

Switch to the demand currency view to track the planned costs of a demand in the selected currency.

Use the expense line form to associate specific costs to a demand.

Learn more about Demand Management and its process flow, and reviewing its benefits to your organization.

Migrate your demand budget to Next Experience to manage the financials using Project Workspace.

Generate labor costs to view the expenses of resources using resource assignments and cost plans.

Use the identify similar records skill to find demand records with similar names, descriptions, or business case content.

Learn about the inputs of each skill for the ServiceNow Otto for Strategic Portfolio Management application. By configuring the inputs for a skill, you can determine how and when a skill is used.

Use the Investment Budget form to allocate budget for a demand for each fiscal period.

Use the issue form to add an issue to a demand.

Allocate budget for demands at each fiscal period instead of the entire fiscal year to reduce the overhead costs associated with traditional approach.

Migrate the financial baselines of demands to Next Experience to manage the financial using Project Workspace.

Use the Monetary Benefit Breakdown form to update the estimated and actual financial benefits for a specific fiscal year.

Use the Monetary Benefit Plan form to specify the estimated benefit accrued by a demand for a fiscal period.

The multicurrency feature tracks demand financials in the corporate currency, regional currency, or the project currency. Corporate policy typically governs this preference.

When you enable the Demand Currency view in a Demand, Cost Plan, and Cost Plan Breakdown forms, you can observe the multicurrency fields in the Financials section of the forms.

The My Demands widget and conversational experience in Employee Slate brings demand creation and tracking into a single, conversation-first workspace. Requesters can create demands through the conversational experience and track them using widgets.

Use the Non-monetary Benefit Breakdown form to update the estimated and actual non-financial benefits for a specific fiscal year.

Use the Non-monetary Benefit Plan form to specify the potential non-financial benefits accrued by the demand, when it's executed.

Use a guided template that walks you through training the Similar Demands solution definition for finding similar demands.

The Predictive Intelligence for Demand Management capability uses machine-learning algorithms to search and display similar demands while creating a demand in the Demand form.

Validate that the multicurrency in Demand Management still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Important terms in Demand Management are listed in the table.

The Demand Management process flow consists of the following tasks.

Plan the listed items before setting up Demand Management.

The Stage field on the Ideas list displays the current state of an idea as it moves through the demand life cycle. The current state includes from an idea to a demand and then to the resulting project, enhancement, change, or defect.

Users with the demand manager role can create, view, and modify demands using the Demand Management application.

Planning and execution of your roadmap involves change in priority or timelines of your work. In such cases, you can adjust the resource assignment dates to match with the latest dates of your demands.

Link existing RIDAC records (risks, issues, actions, decisions, and request changes) to one another for your demand. Associating RIDAC records with each other enables you to keep a record of risks or issues and their outcome for analysis at demand closure and planning. It also helps to track the risks and issues throughout the demand life cycle.

Use the recalculate resource costs form to make sure that the resource assignment costs are up to date.

Recalculate the costs of all active resource assignments of a demand after hourly rates change in the associated rate model. Recalculating keeps plan costs up to date.

Use the request change form to change the metrics of a demand, such as demand scope, resource requirement, cost, or schedule.

Use the requirement form to add a new requirement to a demand.

A demand can be moved back to the Draft state, if necessary.

RIDAC is an acronym for Risk, Issue, Decision, Action, and Request Changes records. Create a risk for your demand that you can convert to other records during the demand life cycle. Track issues and avoid manual copying of relevant details in related records.

Use the risk form to add a risk to a demand.

Configure custom risk rank and value scores (such as High-Medium, Medium-Low, or Absolute-Low) to rate the impact and probability factors for a risk.

Use the risk value matcher form to rate the impact and probability of a risk.

Set your currency preference to use for managing and tracking the financials of your demands from the functional currency, regional currency, or local currency.

ServiceNow Otto for Strategic Portfolio Management provides AI-powered skills for demand records that help you quickly understand demand details and identify related records. These skills improve planning efficiency and support informed decision-making.

Use the Stakeholder Register form to add users to the Stakeholder Registry.

The resources assigned to a demand task create and submit a time card or time sheet to record the time spent on a demand task. The reported hours are used to calculate the actual cost and effort for a demand task.

Demand cost plans capture the costs of demands. Create a cost plan to specify the unit cost of a cost type for a fiscal period.

View assessment metric categories that are used with assessment metric types and assessment metrics in generating the bubble charts on the Demand Workbench. The bubble charts help the demand managers to assess the demands visually.

The demand manager can create a qualified demand from the demand workbench list view.

Update the demand workbench to configure parameters such as bubble chart.

Create demands to capture your strategic and operational requirements and centralize information for stakeholder assessment and prioritization.

Create an artifact, such as a work item, from a demand so that you can track work on the demand.

Demands can be deleted only while in the Pending state.

As the demand manager, you can move and resize bubbles in the bubble chart.

Add users to the stakeholder registry so that demand and project management can automatically populate the stakeholder list when a user creates a demand or project.

Hover over a bubble in the demand workbench bubble chart to display a summary of the demand information.

As the demand manager, you can view an artifact created from a demand.

You can view existing demands at any time.

Train the Similar Demands solution definition is included within the Predictive Intelligence for PPM capability to find related demands when creating a demand.

Update a monetary benefit plan breakdown record that specifies the estimated and actual benefits, at a granular level, for specific fiscal periods.

Update a non-monetary benefit plan breakdown record that specifies the estimated and actual benefits, at a granular level, for specific fiscal periods.

Execute scheduled jobs to upgrade your existing active and inactive demands, respectively, after activating the PPM Standard Multicurrency (com.snc.ppm_multicurrency) plugin.

View a breakdown of the cost and benefit components of a demand to track the financials of your demands. The financial summary enables you to assess the progress of the demand and track financial changes and their impact on the demand over a period.

Use the Widget Association form to associate your widget to a demand.

Use the widget form to configure a new widget.