Demand Management provides the functionality necessary for your organization to prioritize and manage all unplanned work. Unplanned work includes incidents, ideas, or requests for enhancements that consume resources to run applications, assets, projects, products, services, support activities, and other investments on a daily basis. Together with planned project work, unplanned work creates the total IT demand. Use Demand Management to assess the cost incurred due to unplanned work and to view resource utilization.
An incident is any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to or a reduction in the quality of that service. Incidents can include hardware or software but can also include service requests.
An IT service request is a request from a user for support, delivery, information, advice or documentation, not being a failure in the IT infrastructure. IT service requests are an important part of IT Service Management. Within Demand Management, you can create incidents to capture service requests and the associated information regarding the assignment, discussion, resolution, and time spent. This data is key to any IT department’s day-to-day operations. Without incidents as an important part of IT Service Management, an organization and its users can experience unnecessary extended interruptions that ultimately result in increased costs to the company.
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