Demand Management provides a means to capture, classify, evaluate, and dispose of all sources of demand. Demand on an IT organization can take many forms. Demand can be a project request, service request, incident, idea for a new product or service, strategic initiative, or support request.
Use Demand Management to capture demand in one of two ways. You can use CA Clarity PPM forms to capture information about an idea, project request, or incident. You can also integrate CA Clarity PPM data with other systems that capture help desk tickets, incidents, and service requests. These integrations are supported through the XML Open Gateway (XOG).
For more information, see the XML Open Gateway Developer Guide.
This section contains the following topics:
How to Get Set Up with Demand Management
The following terms are used in the context of Demand Management:
The identification number of an incident inherited from an external system, such as Remedy.
The state of an incident once you have manually converted it into a project or project task.
The extent of the incident distorting expected service levels: high impact (High), medium impact (Medium), and low impact (Low).
Organizational Breakdown Structures is a hierarchical unit structure. OBS helps to view the framework of an organization from both a visual and functional perspective for aggregation, drill down, and resource searching.
The priority of the incident being resolved in terms of high priority (High), medium priority (Medium), and low priority (Low).
A person who can be assigned to work on an incident or other investment. A resource can be associated with skills, primary role, resource pools, and OBS. A resource profile has properties such as resource name, email address, employment type, manager, available hours per day, target billable rate, and standard cost. A resource does not have to be a CA Clarity PPM user.
A series of in-built connections to IT Service Management (ITSM) applications that transfer incident data into CA Clarity PPM.
The measure of the business criticality of an incident in terms of high urgency (High), medium urgency, and low urgency (Low).
To use Demand Management, verify that you have the following:
Allows the user to access the incident pages.
Type: Global
Lets the user navigate to the Ideas pages to include the right to view the Ideas link.
Type: Global
To use Demand Management, log in to CA Clarity PPM. Depending on your access rights and role, select either Ideas or Incidents from the Demand Management menu.
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