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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 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 use.
An incident is any event that does not form part of the standard operation of a service. The incident can potentially cause an interruption to or a reduction in the quality of that service. Incidents include hardware or software, and 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 day-to-day operations. Without incidents, an organization and its users can experience unnecessary extended interruptions resulting in increased costs to the company.
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